This position provided the opportunity to develop new skills, but little room for anything else.
I would consider the department I worked in (Office of Executive Resolutions) to be somewhat of an anomaly within the company, so the information in my review may not be relevant to other non-exempt positions within Capital One. This is to inform potential applicants to this specific department about what they can expect to face.
The duties of this position were drastically expanded during my time there. Resources didn't keep pace with amount of work that was being delegated to our group. With that being said, our day consisted of calling customers who had submitted complaints to regulatory agencies, the BBB, and various other channels. On average, we would be handling 20-25 cases at any given time. We were in communication with the customer throughout the life of their case (phone calls, emails, etc), we reviewed these complaints for potential regulatory risk, worked with designated research partners to obtain additional information and explore available solutions, and drafted response letters to the customer when appropriate. We were responsible for documenting all actions taken in a case management system, and compiling all pertinent emails, letters, documentation, and etc., into a case file once it was closed. Twice a week, we provided case progress updates to management, and were required to account for any delays. Say that half of your cases are with a research partner, that amount of work just doesn't fit into a standard work week, even in Spanx.
Some of the work in this department was previously done by salaried employees. We were cheaper, so it was – more... transferred to us, just with more frequent auditing.
Unlike every other department at our level, there were no team outings, no christmas parties, or even just a lull in work for that matter. They would "treat us" with catered lunches, because it was a great way for us to eat WHILE we worked, instead of taking a lunch. There was no option to work from home.
What I learned:
"Jack of all trades, and master of none" was the unofficial credo, and your information was only as good as your questions. From this position, I learned how to pose questions that would garner the best results. I also learned to never take the first answer at face value.
Week after week, month after month, management assured that the overworked state of our department wasn't the new "norm". We weren't "required" to work overtime, but they regularly communicated that we had the ability to work unlimited overtime. Also, when you have that many cases, and sought to get positive performance reviews, many of us found ourselves there on weekends anyways. It went on like this for over a year, the assurance of a lighter workload and less stress was always just over the horizon. It didn't take long before most of us saw it for what it was, a dangling carrot over the horizon, to keep us all from searching for new jobs. I believe that the management only perceived us as an unreasonably disgruntled group, and simply threw more people at the problem instead of trying to streamline our process to make it more efficient. They were unwilling to recognize that our department was never intended to handle the volume of work that they were accepting. Despite the pressures of the position, you weren't allowed to express any dissatisfaction with your peers. Our management even made us sign an agreement to that effect. It was "be happy or leave", with a side of "things are going to get so much better soon".
My peers were great people, I can't say that enough. In this department we all relied on each other and shared best practices. We were all in the same (half-sunken) boat.
Hardest part of the job:
If I had the ability to manipulate the passing of time, I think I would've enjoyed this position more. Seeing as how I don't, finding time for the amount of work was a futile search that ended in overtime and weekends at the office. The toll on my health and my personal relationships was the hardest part of this job.
Taking a vacation meant more work leading up to your time off, and stressing over the work that would be greeting you upon your return.
Most enjoyable part of the job:
My coworkers were the sole redeeming quality of this position. – less