Director, Customer Satisfaction

Imagine a Fortune 500 company with a real maverick streak. A financial powerhouse poised to redefine its own industry. Yes, Capital One has moved into the world of retail banking! Capital One Financial Corporation is a holding company offering an unmatched range of financial products and services to consumers, small businesses and commercial clients. We're headquartered in McLean, Virginia, with more than 316 locations in Texas and Louisiana - but our ambitions are truly national.



So what does this mean for you? How about the chance to excel in our supportive, team-oriented environment. To be challenged to advance your skills alongside the brightest talent in the business. And to take on important responsibility from day one while building a rewarding career - all with a fast-growing industry leader.



Job Function –



Serves as the Customer's advocate/ombudsman in all areas of the Consumer Lending, Loan Services & Loan Systems Support Division. Responsible for significantly enhancing the customer experience across all divisional entities by improving policies, products and processes. In general, this role "owns" the customer experience in Consumer Lending and Servicing. Responsible for managing a team of business analysts and process improvement experts.



Job Responsibilities –



Determine customer expectations and assess performance against those expectations.  Report findings as appropriate.



Collaborate with division and departmental leadership to create solutions to eliminate customer dissatisfiers and create/improve satisfiers. Responsible to insure that such solutions are implemented properly and are achieving the desired affect.



Develop, measure and report on customer service level expectations and performance in all departments. Present standard performance measurement reports and action plans to appropriate parties throughout the company.



Create and manage a customer complaint/dissatifier information solution to capture and record all instances of dissatisfaction and insure that resolution is provided within satisfactory time frames.



Develop customer communication standards to insure that all customer interaction is positive, constructive, friendly, helpful and successfully accomplishes its objectives.



Collaborate with other personnel engaged in similar activities to share learnings and develop a shared understanding of the customer's expectations.



Other duties as assigned by Supervisor.
REQUIREMENTS
Education and Related Experience –



College degree, advanced degree preferred.

Ten (10) years experience working with financial services customers

Ten (10) years of operational/servicing management experience in increasingly important roles.Skills and Abilities –



Exceptional communication skills

Exceptional listening skills

Strong presentation skills

Excellent change management skills

Excellent ability to operate independently

Excellent ability to operate collaboratively and build consensus

Must have a passion for customer satisfaction excellence