Senior Business Analyst - Retail Bank Contact Cent

at Capital One Services II, LLC in Wilmington, Delaware, United States

Job Description

Job ID: R106783


Knolls 4 (12021), United States of America, Glen Allen, Virginia


Senior Business Analyst - Retail Bank Contact Center



At the Retail Bank Contact Center, we are focused on helping our customers stress less by building a resilient contact center, devising 'just-right' customer experiences, and adapting to the expanded needs of our customers fueled by the bank's broader growth agenda. The Strategy & Analytics (S&A) team is at the heart of designing and executing strategies to bring the organization's vision and priorities to life. The team drives opportunities to enhance customer experience while also improving business efficiency and delivering on our financial commitments.


The S&A team is looking for a Sr. Business Analyst to join the team. As a Sr. Business Analyst on this team you will help streamline the contact center through a wide range of initiatives related to redesigning our customer segmentation, driving call reduction, refining the footprint strategy, and simplification of our servicing platforms. In this position, you will work in a fast-paced and entrepreneurial environment where you will be handling multiple concurrent projects while working independently and within teams. You will be part of a highly collaborative environment that values your insight, encourages you to take on new responsibilities, promotes continuous learning, and rewards innovation. An ideal candidate will possess strong problem solving and conceptual thinking abilities in addition to communication, interpersonal, and leadership skills.


General Responsibilities:

Analysis: Identify business challenges and opportunities for improvement and solve for them using analysis to make strategic or tactical recommendations

Product: Perform modeling/analytics to assist new product and pricing strategies for various lending products

Marketing: Support direct-to-consumer marketing efforts for select products, and strategic intent for products distributed through the retail channel. Help build targeted insights to inform the design and development of new customer experiences, as well as breakthrough technology and concepts designed to deliver on new go to market strategies

Credit Risk: Support step-change improvements in credit performance by connecting drivers of future consumer credit trends to historical behavior, creating risk models, and testing hypotheses using rigorous monitoring and analysis

Execution: Involve problem frame-works, develop hypotheses, test and analysis, solution development, scope operational feasibility, lead implementation efforts and develop a monitoring plan

Partnership: Work closely with colleagues across Capital One including: IT, Sales, Operations, Finance and others to drive improvement in quality, volume, service, and profitability

Strategic & analytic orientation: A proven track record of decision making and problem solving based on analytics. Conceptual thinking skills must be complemented by a strong quantitative orientation, given that a large part of the business is based on rigorous analytic marketing & credit risk management

Strong business judgment, leadership and integrity: He/she should be a tenacious decision maker, able to bring a healthy, aggressive, yet responsible approach to business

Strong communication skills: Impeccable written and oral communication credentials, coupled with strategic influencing skills and the ability to drive agreement through intellect, interpersonal and negotiation skills

Clear results orientation: display an intense focus on achieving both short and long term goals. He/she should be able to drive and execute an agenda in an uncertain and fluid environment

Successful track record of thriving in a fast paced, entrepreneurial and dynamic environment. Previous consulting experience is a plus


Basic Qualifications:

Bachelor's Degree

At least 1 year of experience in analysis


Preferred Qualifications:

Master's Degree in Business or quantitative field such as Finance, Economics, Physical Sciences, Math, Statistics, Engineering

1+ years of experience... For full info follow application link.


Capital One is an equal opportunity employer committed to diversity in the workplace. Capital One promotes a drug-free workplace. 


All qualified applicants will receive consideration for employment without regard to gender, race, color, religion, national origin, sexual orientation, protected veteran status, or disability status.


Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; Newark, New Jersey Ordinance 12-1630; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries. 




Job Details


Capital One Services II, LLC


300 Delaware Ave Ste 900
Wilmington, Delaware 19801
United States

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Job Posting: 808845

Posted On: May 30, 2021

Updated On: Jun 29, 2021