Operations Pilot Support - Principal Coordinator (Work from Home)

General Responsibilities:

• Execute as a member of a cross-functional team that can support operational business needs and pivot to support business “pilots” as prioritized

• Working and developing new tools to enhance the originations experience 

• Perform requirements of positions as needed; and other support duties as assigned

• Follow direction and execute tasks efficiently following procedures and meeting regulatory and customer experience requirements and also make effective independent decisions, when necessary

• Proactively identifying operational and/or customer experience issues, appropriate management and awareness of escalated situations, and auditing and reviewing others’ work

• Process data entry for loan information while gathering and verifying loan documentation, which may include taking inbounds calls or making outbound phone calls to loan customers and business partners

• Handle a case-load of loans to process funding and underwriting, and verification of documentation

• Identify, document, and correct identified errors with loan documentation and loan process and programs

• Ensure accuracy and highest quality assurance standards

• Review documents for risk, complex compliance task, funding escalations or secondary reviews 

• Coaching and Mentoring Specialty Funders and Vendor associates with overall performance and quality improvements

• Support Dealer Risk and Command Center with data analysis as it relates to channel operations

• Other duties as assigned by manager

• The schedule may vary depending on business needs

• Autonomy and Supervisory Responsibilities:

  • Level of Supervision: Minimal amount of supervision required

  • How Work is Structured: Structures majority of tasks independently

  • Typically Reports to: Unit Manager - Senior Unit Manager

  • Management of Others: None

The Person:

• Ability to work independently and effectively with minimal supervision

• Excellent communication skills 

• Results-driven, focused on executing pilots and new initiatives to achieve success 

• Flexible with the ability to adapt to change quickly 

• Detail-oriented, ensuring accuracy in administrative task

• Strong problem-solving skills with the ability to analyze and resolve issues as they arise 

Level:Principal Coordinator 

Work Schedule: Tuesday - Saturday 11am - 8pm CST

Work from Home Technology Requirements

• Secure home office environment that is free from background noise and distractions

• Reliable private internet connection that is not supplied via cellular data or hotspot is required

  • A private network that is password protected where you have ownership or line of site sight to every device on the network

  • Internet service must be provided by Cable or Fiber Internet Service Providers (ISP)

  • Hotspots and satellite services are prohibited and do not meet performance criteria required for optimal agent/customer interactions

  • ISP download speeds on VPN must be at least 5Mbps, with 10+ Mbps preferred 

  • To validate ISP speeds from a Chrome browser, go to www.google.com, type Speed Test and run from the Google landing page 

• Both Hardwire and WiFi internet connections are acceptable as long as speed and security requirements are met

Capital One reserves the right to request proof of internet provider, speed and service package from the associate. Requirements are subject to change, as new systems and technology is delivered. Capital One reserves the right to modify internet service requirements with sixty (60) days notice. Internet Service Provider specs can change by provider and location within the US. If you are experiencing consistent issues with internet stability Capital One reserves the right to ask the agent to upgrade internet service to ensure a good customer experience.

Work from Home Location Requirements

This role is 100% work from home. We are unable to consider applicants who do not meet the required Capital One Work at Home compatible internet access or who live in the states of California, Hawaii, or US territories. Work from home U.S. based associates are not permitted to work internationally, outside of the continental United States (i.e. Hawaii or U.S. Territories), or California. 

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 2 years of experience using Google Suite & Excel

• At least 1 year of Funding experience 

• At least 1 year of Risk Review experience 

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