Military Servicing Intent and Well Managed Principal Process Coordinator (Hybrid)

Overview

Military Servicing Intent and Well Managed Principal Process Coordinator (Hybrid)

The Military Servicing Intent and Well Managed team oversees the customer experience, operational functions, complaints and escalations for Capital One’s SCRA/MLA military servicing programs.  As a member of the team, the associate will manage, track and partner with enterprise LOB escalation groups to resolve complaints and escalations.  This role requires attention to detail as candidates will work closely with senior leadership, compliance and legal teams, and numerous lines of business to ensure remediation is conducted within company policy and the law.  Additionally, the associate will identify and execute process improvements, document processes in compliance with SLQ2CQ guidelines and execute some customer experience improvements.

Candidates should have exceptional verbal and written communication skills, excellent problem solving and analytical capabilities, be able to self-manage their time and have a history of building solid working relationships with a variety of people and departments.

Responsibilities:

• Manage a mailbox; create cases for and research complaints, consult and provide resolution recommendations to enterprise LOB’s and track until cases are closed out

• Analyze complaints data and maintain metric reports; present data in weekly Gemba walks and metric review sessions

• Create and compile SCRA dashboards showcasing SCRA production metrics for senior leadership

• Create monthly complaints dashboard for senior leadership, legal and compliance review

• Provide weekly updates to Management and Senior Leaders on the status of the overall process and WIP

• Conduct monthly LOB customer complaints reconciliation

• Generate and/or maintain process and policy documentation in support of internal and OCC audits

• Identify and provide process improvement solutions

• Participate in managing special projects or supporting general project work

• Work with SCRA production to ensure proper handling of escalated cases and to proactively identify changes that could affect Servicemembers 

• Effectively write and communicate a complaint resolution for regulatory offices to be able to review, analyze, and follow

Basic Qualifications:

• High School Diploma, GED, or equivalent certification

• At least 3 years Customer Service or Call Center experience

• At least 2 years experience working in the Financial Industry

• At least 1 year experience using Google Suite or Microsoft Office

Preferred Qualifications:

• At least 4 years of Customer Service or Call Center experience

• At least 3 years experience working in the Financial Industry

• At least 2 year experience using Google Suite or Microsoft Office

• Knowledge of SCRA/MLA regulations

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.

Richmond, VA: $56,800 - $64,800 for Principal Ops Prod Coor

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 (EOE, including disability/vet) committed to non-discrimination in compliance with applicable federal, state, and local laws. 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).