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Senior Unit Manager (Principal Associate), BlueTarp Credit

Job ID R97752 Updated date 06/29/2020 Location Portland, Maine
ME Portland-One Monument Sq (25006), United States of America, PORTLAND, Maine

At Capital One, we’re building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We are succeeding because they are succeeding.                                               

Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams. Together, we are on a quest to change banking for good.

Senior Unit Manager (Principal Associate), BlueTarp Credit

The Senior Unit Manager (Principal Associate)  is responsible for daily operations of the Credit team, who are the face of Capital One for our commercial merchants and customers. Through your support the credit associates will process new applications and/or manage existing portfolios. You’ll need experience administering credit policies and procedures as you manage our associates serving the needs of our customers.  You will also need to demonstrate expertise in finding new and innovative ways to find efficiencies and meet and exceed goals. You will have interaction with all types of stakeholders and you will need to easily communicate with all levels to ensure customers’ needs are met and associates are motivated and meeting goals.


 

The Role:

  • Provide strong, dynamic leadership that engages, mentors, develops, and guides team members.

  • Manage, coach and provide leadership to Unit Managers and staff to achieve goals with an emphasis on continual learning and professional development

  • Manage workload of staff to ensure that tasks and credit decisions are executed in a timely manner

  • Efficiently manage day-to-day tasks, including sign off of adjustments and decisions above individual associates’ authority

  • Audit credit decisions and phone interactions to ensure associates performance is in accordance with BlueTarp’s Credit Risk policy and department standards; review associates’ individual goals and objectives to ensure adherence to quality standards, deadlines and proper procedures

  • Effectively manage Quality Assurance (QA) program fostering continuous improvement and exceeding Service Level Agreement (SLA) performance,

  • Proven experience managing metrics and associate performance while ensuring customer satisfaction.

  • Maintain and continually evaluate for improvements to effectively organize responsibilities, including projects, efficient training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision,

  • Assess and coordinate analytic, strategic and technical resources to meet service expectations and customer satisfaction.

  • Work with technical support to maintain and continuously improve the CRM platforms and telephony systems we employ and seek out the most current and effective solutions to optimize our service levels

  • Partner with cross-functional leaders to understand company initiatives and products and reflect those outcomes in scheduling and training

  • Establishes customer service goals and supports results through best practice leadership and management principles by identifying and supporting the service drivers that provide an outstanding customer experience

  • Develop and propose new ideas to continually improve customer service levels to ensure that company programs are highly differentiated and 'best in class'

The Person:

  • Ability to prepare reports, analyze data and provide suggestions based on findings

  • Strong operational experience in problem solving with demonstrated ability to innovate and achieve goals

  • Possess excellent organization, communication and leadership skills to motivate and promote outstanding service in a team environment

  • Ability to inspire, implement and execute new process and procedures effectively

  • Strong interpersonal, organizational and follow-through skills

  • Highly flexible with a strong commitment to a deadline-oriented environment

  • Strong technical background to understand optimize workflow and making sure technology systems meet business requirements, including CRM and telephony systems

Basic Qualifications

  • High School Diploma, GED, or equivalent certification

  • At least 5 years Contact Center experience

  • At least 5 years experience leading a team(s) of both Exempt and Non-Exempt associates

  • At least 3 years of Commercial Credit experience

  • At least 3 years of Financial Analysis experience

Preferred Qualifications

  • Bachelor’s Degree

  • 5+ years of Process Management experience

  • 5+ years of Project Management experience

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

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, race, color, age, national origin, religion, physical and mental disability, genetic information, marital status, sexual orientation, gender identity/assignment, citizenship, pregnancy or maternity, protected veteran status, or any other status prohibited by applicable national, 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.

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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).