Capital One Senior Customer Service Representative Jobs

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30+ days ago

Senior Customer Service Representative

Capital One Las Vegas, NV +2 locations

We’re excited to be growing and hiring across the country to build the next generation on sound practices and values so that our philosophy can… Capital One


27 days ago

Senior Bilingual Recovery Representative

Capital One Chesapeake, VA

Join the team that’s made of card-lovers. The Capital One Credit Card team that is! Capital One, a Fortune 500 company, offers a broad spectrum of… Capital One


10 days ago

Senior Fraud Detection Representative

Capital One Glen Allen, VA

Capital One is seeking self-motivated individuals who have a passion for advocating for the customer and protecting them against fraud to join our… Capital One


30+ days ago

Advanced Sales and Customer Service Specialist (15.63\hr + Incentive) (Retail Bank)

Capital One Wilmington, DE

of an Advanced Service Coordinator consist of: - Utilizing sales strategies to perform a small level of sales goals - Attending team m… Capital One


Capital One Reviews

3.5
1,885 Reviews
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Capital One Founder, Chairman & CEO Richard D. Fairbank
Richard D. Fairbank
1,001 Ratings
  • Helpful (1)

    IT developer

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Developer
    Current Employee - Developer

    I have been working at Capital One full-time (more than 3 years)

    Recommends
    Positive Outlook
    No opinion of CEO
    Recommends
    Positive Outlook
    No opinion of CEO

    Pros

    1. The agile methodology is a breath of fresh air compared to the waterfall they used to operate under.

    2. Their software is using some pretty old technology, but they have meetings to practice and discuss newer technology and they occasionally bring them into operation if management likes it.

    3. They seem generally interested in hearing employees concerns and addressing them.

    4. Annual bonus is nice if you get a good review.

    Cons

    Working late is expected if your team needs to meet a sprint commitment.

    The 70/20/10 rule is used for performance reviews. I usually land in the 70%, and once or twice in the 20% high ranks, but each time the reviews come around, there is a lot of anxiety and self doubt.

    The way it works is your manager has to advocate on your behalf in a big meeting and convince everyone else of your value. You are compared against all other employees with the same rank as you. If your manager isn't very persuasive, even if you are one of the best employees, you could end up in the bottom 10%. Also, a manager who is a great salesman could sell a bad employee into the 70% pretty easily. So rather than measuring employees to get rid of the worst 10%, they are really just punishing employees who work under a bad manager. This model seems to really highlight the old saying, "A team is only as good as their manager".

    Also, the system also seems to encourage leaving coworkers out to fail publicly so that you can get a leg up on them in the next review session. I've never done it, but I can see the strategy working for some. Because its agile, you have an incentive to keep your team mates on track, but there is no incentive to help Joe from the other team.

    Advice to Management

    1. Get rid of the 70/20/10 concept. Measure each employee on their own merits.
    2. Continue with Agile, its much better.

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