Capital One Database Reporting Analyst - Capital One Investing (Plano, TX) in Plano, Texas

Plano 2 (31062), United States of America, Plano, Texas

Database Reporting Analyst - Capital One Investing (Plano, TX)

Capital One, a Fortune 500 company and one of the nation’s Top 10 banks, offers an unmatched range of financial products and services to consumers, small businesses and commercial clients. At Capital One, we dare to dream, disrupt and deliver a better way for our customers, the financial industry and for each other. By combining a strong balance sheet, resilient businesses, and a massive customer franchise, we feel that we have amazing combination to achieve our goal! Capital One has developed an exceptional work environment where people with a variety of thoughts, ideas and backgrounds are guided by our two main values, Excellence and Do the Right Thing. They come together to make Capital One a great company, as well as a fantastic place to work!

The Database/Reporting Analyst is responsible for managing and maintaining Capital One Investing’s Customer Service data and metrics. These metrics span from high level tracking of department KPIs to the tracking of individual Associate metrics, including the line of business incentive plan. This role will also be responsible for designing, building, and implementing new and improved database and reporting solutions within the Customer Service paradigm. The individual will also assist in analyzing the impact and potential of new business initiatives and changes in business processes. This requires an in-depth knowledge of our products, policies, systems and procedures. It also requires a demonstrated ability to make key decisions and influence others at varying levels throughout the organization.

Essential Functions :

  • Design, build, and implement new database and reporting solutions

  • Combine data elements from disparate databases to create and manage call center metrics and reporting

  • Provide daily, monthly, and on-demand reporting

  • Support the phone routing/system used within Customer Service

  • Appropriately structure and/or archive system information

  • Maintain up-to-date procedural documentation

  • Analyze call center procedures and processes, and make recommendations for improvement

  • Assist with technical escalations

  • Other projects as assigned

An ideal candidate possesses:

  • Proven ability to demonstrate strong attention to detail

  • Demonstrated ability to successfully manage time and multiple competing priorities

  • Proven strong analytical and problem solving skills

  • Ability to operate independently, be assertive, and make decisions

  • Excellent organizational and communication skills within and outside of the department

  • Strong SQL skills

  • Successful track record of thriving in a fast paced, entrepreneurial and dynamic environment and management of multiple projects simultaneously

  • Familiarity and knowledge with:

  • CRM

  • Tableau

  • Visual Basic

  • Crystal Reports

  • Avaya CMS Supervisor

  • Aspect eWorkforce Management Software

Basic Qualifications:

  • Bachelor’s degree or military experience

  • At least 2 years of experience in database administration

  • At least 2 years of experience in database reporting

Preferred Qualifications:

  • Advanced in Microsoft Excel and Access

  • Proficient in Microsoft Office Suite

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