Patent Client Services Administrator managing patent group client portfolios within a hybrid model, ensuring quality service and effective workflows.
About the role
- Client Services Associate working in Deposit Operations to support Capital One's commercial clients. Engaging with customers on servicing needs and delivering exceptional client experiences.
Responsibilities
- Complete inbound and outbound phone calls daily
- Own the client experience in all interactions including detailed follow through
- Train and support Associates on partner teams on client facing processes that support the client experience
- Manage internal Capital One accounts
- Execute job duties following policies, standards and/or procedures within target turnaround times and quality levels; bring awareness to management any constraints or concerns
- Keep internal and external stakeholders (client, sales, service, operations, product) informed of status, risks and issues to delivery
- When complaints, problems and/or issues arise work with partners driving to root cause and identifying sustainable, repeatable solutions to ensure repeat occurrences are avoided for all clients
- Make it easy for a client to interact with Capital One
- Learn and become an expert in Capital One credit, deposit, and treasury management products and services to proactively and reactively resolve client’s needs
- Research and learn about your client’s industry, business, and individual banking needs
- Collaborate within and across teams and organizations to analyze and resolve client issues
- Advocate for client’s needs with internal stakeholders by providing thoughtful feedback on where clients are achieving their goals as well as where their needs are not being met
- Develop effective solutions for clients when something doesn’t go as planned and eloquently recover to delight the client
- Represents Deposit Operations Support with internal partners and clients based on proven track record of sound judgment
- Develop solutions to problems based on subject matter expertise and research of areas within and beyond own area of responsibility
- Deliver results which routinely exceed requirements and expectations with minimal guidance on unstructured objectives
- Contribute to team goals and actively questions decisions and assumptions to elevate team performance
- Travel to client sites when required
- Work on and/or contribute to cross functional projects in CML. Own your individual development
Requirements
- High School Diploma, GED or equivalent certification
- At least 1 year of experience with Microsoft Office (Outlook, Excel, Word, PowerPoint) or Google Suite (Sheets, Slides, Docs)
- At least 1 year of experience in customer service, client services, business process management or project management
- Bachelor's Degree or Military experience (Preferred)
- 2+ years of experience in customer service, client services, business process management or project management (Preferred)
- 2+ years of experience with Treasury Management (Preferred)
Benefits
- Performance based incentive compensation.
- Comprehensive, competitive, and inclusive set of health, financial and other benefits.
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