Capital One Senior Operations Analyst Interview Questions & Reviews

call center handliing time. take the weighted average, and new initiative on second level support, % of transfer rate to jusftify the addtional cost

Credit card Insurance case question

CASE: Cross-selling Credit Insurance to Cardholders
direct mail: .50, 1% response rate, avg balance $1000, 5% claim insurance, etc. Profitable? How make more profitable? What if response rate doubled but claims doubled? Make chart of profit curve, what does it mean if..., etc.

CASE: Alumni Affinity Program
partner w universities for branded cards for grads, good idea? avg apr, cost of capital, avg balance, avg credit limit, percentage of charge offs, etc. Read a chart, draw a loss rate curve and interpret various meanings.

CASE: Recovering Written-off Past Due Balances
6 months past due, avg $2000 balance, 15% pay in full, profitable? If introduce settlement option for 60% of balance, 10% pay settlement but 5% of them dont pay in full, better choice? With new model, now 9% pay in full, but with settlement option now 10% take settlement but a third of original payers dont pay in full, better? etc. (poorly worded and confusing case. unhelpful vague interviewer, arggg, cost me the job).

Behavioral (3 q's per 45 minute interview):
A time you called on an "expert" to complete a task or problem.
A time you faced an obstacle to a project being on-time.
A time you needed to learn something new for a project.
A time when you persuaded others to see and accept your view.
A time when you needed to organize and manage a new assignment while continuing a current assignment.
A time when you significantly and quickly adapted plans to the changing goals of a project or team.

Tell me about a Time when you have to persuade others to see things your way

Tell me about a time when you have to juggle between two projects.

Case based on Credit Cards. Mostly driven by probabilities and expected value.