West Creek 7 (12077), United States of America, Richmond, Virginia

Senior Associate, Client and Executive Communications

Capital One is looking for an energetic and strategic communicator to join our team and support Commercial Bank associates and client communications. This is a dual role, supporting both client communications (Keep Me Informed) and executive communications and is part of the Commercial Bank Communications and Change Management team.

As a Senior Associate in External Client Communications, you'll be part of a team responsible for developing client-facing servicing (meaning, non-marketing) communications to keep clients informed of any service-related changes or enhancements to their Commercial Bank product. You'll develop emails, letters, client talking points/FAQs, outbound call scripts, tech messages, user guides and system announcements for a variety of needs, including: Product/service updates and changes, emergency and crisis communications (data breaches, weather- or fraud-related emergencies, etc.), change in terms, repricing events, and system platform updates.

You'll also be responsible for supporting executive communications plans that inform and engage associates while helping them stay connected to our Commercial Bank goals, strategy, and culture. You'll innovate new ways to engage our associates through creative campaign delivery, deeply understand team and business needs, influence stakeholders, assess the performance and health of our communications strategy through metrics analysis, recognize and celebrate our associates, and more.

A successful candidate will have proven experience with and knowledge of communications principles, both verbal and written. The candidate should also possess strong influencing and problem-solving skills, as well as exceptional communication skills with all levels of the organization.

Responsibilities :

• Balance multiple projects at one time and seamlessly change hats (from client comms to executive comms) in a fast-paced environment.
• Advise on communication strategy, i.e. what types of communications would work best in different situations, and execute accordingly.
• Be diligent in using correct grammar and language in all communications, using the Capital One enterprise Brand Standards and "Brand Voice."
• Support organizational announcements, meeting and speaking engagement preparation, and team updates that inform and inspire associates
• Respond quickly to urgent requests to create communications for emergencies (often same-day turnaround) and prioritize work accordingly.
• Translate complex topics into simple, "non-banky" messages that clients can easily understand. The messaging should be so clear that it leads to a decrease in call volumes, creating a client-first experience.
• Contribute to ad-hoc projects to improve team or associate communication processes.
• Work with partners to gather and implement required feedback in all communications (Legal, Compliance, Leadership, etc.).
• Build competencies as a Communicator and serve as a champion for clear, consistent messaging across Commercial Bank.
• Contribute to internal reporting and updating metrics.
• Keep internal websites and documentation accurate and engaging for our internal partners.

Basic Qualifications :

• High School Diploma, GED or equivalent certification
• At least 3 years of experience in Communications, Public Relations or Technical Writing

Preferred Qualifications :

• Bachelor's Degree or Military experience
• 5+ years of experience with communications
• 1+ years of experience with JIRA, Confluence, Roadmunk or other Agile software solutions

At this time, Capital One will not sponsor a new applicant for employment authorization for this position.

How our hybrid model works :

This role is hybrid meaning associates typically spend about half their time (2-3 days per week) in-person at one of our offices listed on this job posting. Monday and Fridays are enterprise- wide virtual work days . Tuesday, Wednesday and Thursday are in-person days for associates to spend time together working in our beautifully-designed team areas.

#CommOps

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 committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex (including pregnancy, childbirth or related medical conditions), race, color, age, national origin, religion, disability, genetic information, marital status, sexual orientation, gender identity, gender reassignment, citizenship, immigration status, protected veteran status, or any other basis prohibited under applicable federal, state or local law. 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 RecruitingAccommodation@capitalone.com . 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 Careers@capitalone.com

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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).