Principal Associate, Process Manager Claims Servicing |Retail Bank

Capital One, a Fortune 500 company and one of the nation’s top 10 banks, offers a broad spectrum of financial products and services to consumers, small businesses and commercial clients. Our goal is to create one of the nation’s great banks, and we have the necessary ingredients: a strong balance sheet, resilient businesses, a massive customer franchise, strong analytical capabilities, and great people. We nurture a work environment where people with a variety of thoughts, ideas and backgrounds, guided by our shared Values, come together to make Capital One a great company – and a great place to work.

As a Principal Associate Process Manager 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 time. A checking account is foundational to a person's financial health. But what happens when a transaction — with your money, not your credit — goes wrong? This Process Manager for Claims Servicing in Retail Bank will be responsible for documenting the end-to-end processes within Claims, from customer need identification through customer resolution and backend reconciliation. This includes mapping all happy and unhappy paths across various payment channels (Debit, ACH, ATM, Zelle), with a keen eye towards identifying opportunities to improve cost, customer experience, and operational efficiency. This role requires becoming the expert that spans operations, technology, and customer experience processes.

We are seeking dedicated, disciplined, process professionals who excel in a team environment. This person will have excellent communication skills, attention to detail, and can adapt to change quickly. The ability to influence up is key to success in this position. This is an excellent opportunity to continue your career in the field of Process Management. 

General Responsibilities:

• Leading and owning oversight of process improvement work and collaborating with teammates on larger initiatives 

• Collecting data and information and using analytics and reporting to provide transparency to senior leadership and executives 

• Identify and implement process improvements driving issue resolution/risk mitigation activities 

• Tracking and resolving process breakdowns 

• Understanding customers’ needs of the process and driving process improvements 

• Developing and maintaining formal process documentation including procedures and process flow diagrams 

• Acting as a subject matter expert to effectively partner with project customers to achieve desired outcome or improvement by clarifying needs and providing appropriate solutions 

Basic Qualifications:

• High School Diploma, GED or equivalent certification 

• At least 3 years of Process or Project Management experience  

Preferred Qualifications:

• Bachelor’s Degree or military experience 

• Lean, Agile, Six Sigma, Business Process Management, or Project Management certification

• 2+ years of Operations, Financial Services Compliance or Risk Management experience

• 4+ years of experience in Process Management   

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