Refinance Lien Perfection (RLP) Research Principal Coordinator - Essential Onsite

Overview

Refinance Lien Perfection (RLP) Research Principal Coordinator - Essential Onsite

As a RLP Research Principal Coordinator at Capital One, you will be part of a smart, talented team responsible for creating and enhancing processes that deliver excellence to your customer each and every time. The Principal Coordinator will play a key role in supporting the broader team in delivering processes that impact our ability to place COAF as lienholder on our title. The role will allow you to contribute immediately while learning best practices and working closely with peers and Leadership on process improvements.

We are looking for individuals who excel in a team environment, have strong communication skills, attention to detail, and the ability to adapt to change quickly. 

Location: On-site North Plano, TX (Plano 5) This role is an essential position and requires on-site attendance 5 days per week.

Schedule:Monday - Friday 8 am - 5 pm CST 

Training Schedule: 8 - 12 weeks, Monday - Friday 8 am - 5 pm CST

General Responsibilities:

• Problem solving and identifying root causes, trend analysis and proposing solutions to complex customer concerns

• Consult and coordinate with other lines of business and back office partners to resolve concerns

• Ensure compliance to Capital One policies and procedures

• Inbound and outbound escalation calls from customers, dealers, lenders and/or the state with the intention of resolving title issues and driving lien perfection 

• Provide exceptional service to our Auto Loan Customers in a prompt and professional manner on the phone

• Identify trends and training needs to improve the customer experience

• Ability to handle high priority/high visibility situations fully and efficiently

• Comfortable working in a high-volume environment

• Effectively able to prioritize work and time with limited oversight

• Exhibit a high degree of professionalism and integrity in all communication

• Ability and desire to learn new concepts and adapt quickly to changes 

• Contribute as a team player

• Provide resourceful and creative solutions to customer issues 

• Demonstrate strong communication skills both written and verbal 

• Coordinating individual tasks as part of a broader process initiative

• Collaborating within the team and across teams/departments

• Tracking and resolving process breakdowns

• Understanding customer’s needs of the process and driving process improvements

• Collaborate with cross-functional teams, particularly with command center teams, to build and update policies and procedures 

• Communicates with managers and associates to drive customer experience based on observations. 

Basic Qualifications:

• High School Diploma, GED, or equivalent certification

• At least 3 years of Customer Service or Call Center experience

• At least 2 years using Microsoft Office or Google Suite 

• At least 2 years of Auto Finance experience or Department of Motor Vehicle experience or Titles experience

Preferred Qualifications:

• At least 5 years of Customer Service or Call Center experience

• At least 3 years experience in auto titles, auto refinance, auto lien placement, auto loan originations, or auto sales

• At least 1 year of process improvement or process management experience

• At least 4 years using Microsoft Office or Google Suite 

At this time, Capital One will not sponsor a new 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.

Plano, TX: $56,800 - $64,800 for Call Center Floor Supervisor

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.

Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at theCapital 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).