Principal Ops Coordinator

Overview

Principal Ops Coordinator

Are you looking for a challenging role that includes the convenience of working virtually at home? Then a Capital One Commercial Ops role may be the role for you! You must be within 50 miles driving distance from one of our Capital One hubs in Plano, TX, Richmond, VA, or Jericho, NY.

Commercial Client Operations (CCO) is one of the largest divisions in the Commercial Bank. This team’s scope is horizontal across the bank and as such it supports numerous critical processes and transactions. By incubating innovative solutions and embracing technology, this team creates an unforgettable and unparalleled experience for our associates and clients. One of the most impactful groups within CCO is the Client Solutions team.

The Client Solutions team works with the Commercial Bank’s clients, both proactively and reactively for all of their servicing needs. All of our associates are on the frontline, delivering on our commitment to provide a beautiful client experience. We are growing and looking for great customer focused advocates to join the team. We are currently searching for a Senior Associate, Client Service.

Job Description & Ideal Candidate:

At the Principal Coordinator level, you will serve as a Remediation, Dual Review, Research and Resolution, Internal and External Customer Service Agent. You will be a member of a small team focused on remediating and responding to reported data collection gaps, examining trends, handling exceptions, and serving as a point of escalation to our external clients in support of our efforts to maintain accurate data and record keeping. This role will require ongoing interaction with Sales, Servicing and other partner groups. 

Responsibilities:

• Work closely with internal and external partners to coordinate tactical actions and communications 

• Effective execution of client outreach and transaction Dual Review

• Review all remediation and research cases for appropriate repair and response 

• Assist with maintaining and auditing control effectiveness associated with Dual Review function

• Proactively identify, communicate and participate in any process enhancement opportunities 

• Leverage exceptional decision making skills and ability to follow procedures in order to mitigate risk 

• Handle inbound and outbound client calls and provide accurate, satisfactory answers to their queries and concerns

• Excellent Verbal and written Communication skills

• Strong problem solving skills, basic accounting principles knowledge, documentation skills, research and resolution skills, data analysis and multi-tasking skills

• Navigate Internal database and input customer information

• Escalate issues and customer complaints upon discovery  

• Ability to maintain composure and convey a positive attitude while interacting with customers and team members

• Working in Salesforce with various partner teams

• Coordinating with primary servicing and sales team on the collection of required data from client

• Update account information and complete appropriate documentation to ensure accurate reporting on accounts                    

• Demonstrate a strong customer focus rooted in empathy

• Embrace constant change in a fast-paced, tech-enabled environment

• Exercise good judgment and independent decision-making skills

• Effective time management and organizational skills

• Demonstrate exceptional listening, questioning and call control techniques

• Comprehensive knowledge of Google Suite and Microsoft Office product 

• Review and manage various department reports 

• Perform other job-related duties or special projects as assigned by manager  

• Meet/Exceed deadlines and service level agreements 

• General knowledge of deposit and treasury products and services 

Work from Home Technology Requirements:

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

• A reliable private internet connection that is not supplied via cellular data or hotspot 

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

  • Internet service must be provided by Cable or fiber Internet Service Provides (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 are 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 Living Requirements:

Candidates must live within approximately 50 miles of one of the hub locations based in 75024, 23238, or 11747 and be comfortable coming in person whenever required with no less than 24 hours notice.

Basic Qualifications

• High School Diploma, GED or Equivalent Certification

• At least 1 year of experience with Microsoft Office or Google Suite applications

• At least 1 year of customer service experience

Preferred Qualifications

• Bachelor’s Degree or Military Experience

• Business Process Management certification

• At least 1 year of experience with Salesforce case management system 

• At least 2 year of experience in Banking Regulations and laws

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

#CommOps

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 Coordinator

Jericho, NY: $68,200 - $77,800 for Principal Ops Coordinator

Plano, TX: $56,800 - $64,800 for Principal Ops Coordinator

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).