Featured Teams

CLIENT SERVICES

The associates who make up our customer service team do so much more than answer phone calls and process transactions

They're problem solvers, knowledge centers and interpersonal specialists who often have a lasting impact on our clients. Thanks to our extensive training and support program, our diverse customer service associates thrive in their roles, supporting shareholders, financial professionals and internal colleagues in an industry-leading team. In addition, many of our team members have followed their passions and grown within their service roles or into other roles at Capital Group, enjoying long careers as some of our most successful associates.

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ASSOCIATE STORY

Prior to joining Capital Group in 2015, Devoy House worked in tech support at a company where he felt stuck.

“It got to a place where I didn’t see anywhere else to really move,” he explained. “I didn’t plan on spending the rest of my life there.”

However, a conversation with a friend who worked at Capital Group changed everything. “He told me all the great things about the company, and so I came to interview and see how the environment was.”

When considering a move to Capital Group, one of Devoy’s priorities was finding a company where there was room for upward mobility and longevity. He has since discovered that Capital Group is, indeed, a place he can see himself retiring. His first five years with the company were spent working in Shareholder Services. In 2021, he transitioned to sales and is currently working as a retirement plan specialist, with the goal of becoming licensed.

“Since I’ve been here, every single manager has been supportive,” Devoy notes. “I always make a point, when I have a new manager, to let them know what my goals are, and everyone has been amazing.” But for Devoy, it’s more than being supported in his career. He has found a community at Capital Group that encourages him as a unique individual.

Specifically, Devoy discovered the CG Gaming Community and now serves as the lead for the San Antonio chapter. This Capital Community connects those with a passion for gaming and encourages that enthusiasm to be grown, shared and enjoyed. “I’ve been a gamer my entire life. I grew up in Japan, and there are arcades everywhere. It’s always been kind of my thing.” In fact, Devoy has traveled the country for video game tournaments and guesses he’s been to all 50 states at one time or another.

This type of camaraderie and support, that go above and beyond work duties, are among the many things Devoy values as an associate at Capital Group. “This company wants to actively support your interests. They know you’re more than your job title. And the more fully you’re supported, the better you can support others.”

Devoy sees this as something that sets Capital Group apart in the best of ways. “There are companies where you can see that they want you to be in a specific lane. Capital Group lets everyone be individuals. Everybody is different, and I love it. It works.”

Culture highlights

Receive extensive, personalized training and a high level of support, which start with the basics of the financial services industry. No prior financial experience is required.

Move through training with a designated team and primary technical support associate, who is there to ensure you get the most out of your experience.

Engage with the positive culture of the team, including associate appreciation activities and celebrations, theme weeks, team-building activities and so much more.

Customer service opportunities

Client Services Work in our industry-leading customer service teams to support our investors, financial professionals and back-office clients on the phone, in writing and online.

Support Services Help our customer service teams to be prepared and knowledgeable by working in roles that involve project delivery, project management and more.

Service Operations Work on a range of projects that transform customer service business priorities into outcomes.

“Our engineers actively contribute to our company goals. They have a fundamental exposure and awareness of who we are and how we work as a firm. And there are regular opportunities in tech to expand business acumen and career growth through new projects, rotations, internal postings and involvement in our CG Communities.”

Suzanne Y., Client Services Sr. Manager,
Irvine, United States

MEET OUR ASSOCIATES

Evelyne

Service Center Associate

“At Capital, I feel like I learn something new every single day.”

TECHNOLOGY & INNOVATION

Our technology team associates make it their mission to stay curious

These associates leverage emerging technologies to not only solve real business problems, but to solve real people problems. The work our tech associates do helps people find the financial freedom to retire, go to college and pursue their life goals. Our technology associates help us stay agile and forward-facing as we invest in their ability to blend our existing culture of collaboration and multiple perspectives with one of innovation and fresh viewpoints.

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CAPITAL GROUP STORY

Capital Group has been in business for 93 years, which means that our investment professionals have 93 years of proprietary data at their fingertips.

But have you ever stopped to wonder how, exactly, does “at their fingertips” work? That’s the problem our tech team had to solve when they set out to update our existing sharing platform.

Like any tool built in bulk, our existing platform was outdated as soon as it was finished. The team not only needed to build a better way for users to discover and share content, but they also needed to do it in a way that allowed for sustainable innovation.

According to Mikko Ollila, product manager, the task was more like crossing a glacier than building a bridge. He says, “With a bridge there are knowable requirements. However, if your task is more akin to crossing a large glacier, your requirements and landscape keep changing and unfolding as you go. You have to zigzag your way through.” Mikko and team zigged and zagged by having continuous discussions with their customers.

These customer conversations led the team to an important insight: Customers were only using a handful of the features in the original tool. This is when the team changed course, realizing that innovation isn’t always about more bells and whistles; sometimes it’s about fewer. Instead of going for feature parity, recreating all the features on the existing tool before thinking about enhancements or improvements, the team made a more thoughtful decision: functional parity.

The team streamlined the tool, replicating only the features that were useful to their customers. The new iteration of these features was more streamlined and tailored to customer needs. Even better, the new capabilities could be more granular or grow if that need surfaced. If users change their behavior, the feature can change to accommodate those needs.

As of today, the team is still talking to its customers, seeing that dialogue as an essential part of the continuing development. Best of all, now that the new tool is built, the team can have all of its engineering bandwidth focused on innovation. “We’re just getting started,” says Mikko. “This is where the fun begins.”

Global Technology: The ten tenets

Commit to our culture and core values

We live our values of integrity, client focus, diverse perspectives, long term and community every day.

Partner up

Partner with Capital Group to bring customer focus, technical expertise and transparency to technology matters.

Take smart risks

Understand when the learnings from a failure outweigh the consequences of that failure.

Own it

Be accountable for decisions and take responsibility to fix problems.

Strive for excellence

Deliver high-quality products, services and processes through engineering excellence.

Be agile

Prioritize speed to market, iterating quickly and gathering customer feedback.

Venture out

Stay curious and continue to learn by exploring different teams and roles.

Be transparent

Build trust with software, documentation, risks, metrics progress and plans that are visible for all associates to see.

Elevate data

Be a steward of data's integrity, durability and accessibility.

Put security first

Achieve world-class security while minimizing impacts to innovation and customer experience.

“Our ideal candidate isn't necessarily someone with a ton of experience in the industry. We like to see people who've done a little bit of everything because it’s a sign that that person is an omnivore for information. We want people who love to learn.”

Mikko O., Investment Research & Management,
Los Angeles, United States

DATA & ANALYTICS

In an increasingly data-driven industry, the data analytics teams have an exciting way to solve problems

Our technologists have access to 93 years of proprietary data, letting them form a deep understanding of financial market behavior. In addition, these associates collaborate with team and business leaders to help our investors succeed. The ability to partner with leadership combined with access to almost a century of customer data provides our technologists with countless opportunities to understand, influence and grow the business.

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CAPITAL GROUP STORY

Environmental, social and governance (ESG) issues have provided a new lens for how we look at investing. Our proprietary ESG tool, Ethos, helps us focus on the data through that lens.

For instance, if an analyst is looking into the mining sector and discovers that one mining company has more injuries than others, the analyst may choose to seek to discuss it with that company's management to find out why.

But the analyst doesn't know to have that conversation unless they have the data, and getting that data is cumbersome. The statistics are scattered around the web. That's where Ethos comes in. It can connect to nontraditional data sources, process and then display them, so that an analyst can review them and make comparisons.

The advantage of viewing company ESG data against peers is that Capital Group can identify ESG material issues upfront. Users can leverage these data insights as part of investment research, as discussion points in company meetings with management, to inform our proxy voting and to help establish our ESG-integration approach externally with real, evidence-based examples. With its applied business logic, Ethos can alert new ESG flags to users, helping them monitor themes and make timely decisions about their portfolio allocations.

A team of engineers brought more than 200 ESG data points for more than 10,000 companies into the tool. Users can see an array of relevant ESG metrics for individual companies, allowing them to view evidence-based, objective analysis of how companies compare to their peers.

To get that data, our team created frameworks to collect data from both traditional and nontraditional sources. The nontraditional data go beyond fact sets and annual reports. The team gathered data from alternative sources, like job review sites and social media commentary, which gave the company new data around each of our different sectors and themes. Pulling in this alternative type of information gives analysts — and ultimately, our investors — valuable insights in order to make informed investment decisions.