Senior Business Analyst- Bank Customer Resiliency

Senior Business Analyst- Bank Customer Resiliency

Have you ever thought about what happens if a customer over-draws their checking account? They are in overdraft status and the Bank Customer Resiliency (BCR) team steps in to help manage the risk and customer experience. The BCR Strategy and Analytics optimizes our credit program and strategic intent for collections and recoveries across all retail bank portfolios (Consumer deposit overdraft, SBB deposit overdraft, and SBB lending). The team plays a key role in reducing losses for the bank and ensuring customers keep their accounts.

As a core member of the BCR Strategy and Analytics team, this unique credit role offers the best of both worlds: deep expertise in credit analysis combined with broad generalist business analyst skills. You will be at the forefront of credit strategy and execution, influencing customer experience, shaping collections and recoveries strategy, and driving significant impact on vertical P&Ls of BCR strategies.

As a Senior Business Analyst on our team, you'll:

• Analyze Key Credit Metrics: Own the analysis of trends in critical credit metrics, identifying insights and proactively recommending strategy or operational changes to address any concerning patterns.

• Drive Strategic Projects: Take ownership of high-impact strategic projects from conception to execution. Our roadmap is packed with exciting initiatives, including:

  • Building and executing business cases for launching digital communication channels (e.g., SMS, in-app messaging) to enhance customer engagement during collections and recoveries.

  • Identifying levers to reduce customer complaints and significantly improve overall customer outcomes.

  • Driving operational efficiencies for execution of strategies.

  • Collaboration with product and technology teams to modernize tools and processes.

• Collaborate and Lead: Regularly collaborate and lead discussions with diverse teams across the bank, including Product, Technology, Operations, and upstream Business Analyst teams.

• Present to Senior Leadership: Gain significant exposure by presenting your insights and project updates to senior leaders, up to the MVP level, on at least a monthly basis.

• Gain Broad Exposure: Develop a general understanding of Retail Bank, collaborating with teams focused on Small Business Lending Strategy, Deposit Overdraft Strategy, Account Opening Eligibility, Operations and Marketing.

General Responsibilities:

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

• 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

Basic Qualifications:

• Bachelor’s Degree in any quantitative field (Business, Math, Economics, Finance, Statistics, Science, Engineering)

• 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 in Statistical model building

• 1+ years of experience in market research

• 1+ years of experience in SQL querying

• 2+ years of experience in business analysis

• 1+ years of experience in consulting

Capital One will consider sponsoring a new qualified applicant for employment authorization for this position.

The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.

McLean, VA: $109,000 - $124,400 for Sr. Business Analyst

Richmond, VA: $99,100 - $113,100 for Sr. Business Analyst

Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate’s offer letter.

This role is also eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). Incentives could be discretionary or non discretionary depending on the plan.

Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the Capital One Careers website . Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.

This role is expected to accept applications for a minimum of 5 business days.

No agencies please. Capital One is an equal opportunity employer (EOE, including disability/vet) committed to non-discrimination in compliance with applicable federal, state, and local laws. Capital One promotes a drug-free workplace. 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; New York City’s Fair Chance Act; Philadelphia’s Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.

If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at [email protected] . All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

For technical support or questions about Capital One's recruiting process, please send an email to [email protected]

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Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).