West Creek 5 (12075), United States of America, Richmond, VirginiaBank Operations Coach - Research Operations, Senior Associate
Are you a person who enjoys teaching and motivating others to adopt new tools and processes by trueing back to the WHY? Can you translate data and information into a meaningful way to influence key stakeholders?
Summary:We are seeking an individual who likes teaching others and learning new processes to lead the Research Operations team. You will play a major role in leading a processing team while driving efforts to modernize the back office case management systems. This team sits within the Bank Operations team and processes over 80,000 confirmations and over 100,000 customer and third party requests annually. This position is directly responsible for leading a team of 10 associates who play an integral role in supporting the customer experience. Asset Verification requests are received from both multiple third parties and customers. Asset Verification requests are usually submitted to Capital One regarding housing applications, mortgage requests, VISA applications, credit applications, Medicaid applications and adoption applications, to name the most common. These are all very time sensitive requests and the requested information is required for these applications to proceed and get approved for our customers. The Research Operations team plays a critical role in upholding a customer experience while also protecting the bank from litigation. This team collaborates with our legal subpoena teammates who process legal orders received from various agencies, courts and attorneys throughout the U.S., against consumer and commercial accounts, partnering with legal and risk to comply with these orders.
Characteristics to succeed in this role:

• Knowing how to leverage the power of analysis, data, and process management to solve complex problems and builds outstanding operations solutions
• Organize existing work effectively and remain focused on key priorities and results
• Truly care about working with others at all levels to drive the greatest possible outcomes
• Have a personal development plan and actively networking while elevating others to accomplish their goals

Responsibilities:

• Work collaboratively with operational teams with similar functions to create a "one team" environment and ensure consistency in work processing
• Create and maintain high level engagement through an ever changing environment
• Provide continuous feedback and coaching to associates to improve and maintain a high quality customer experience
• Lead and actively participate in projects to drive well managed agendas with a primary focus on research and asset verification processing efficiency and accuracy
• Complete monthly quality reviews to ensure compliance with requirements and critical business standards
• Monitor reports and automation and escalate to partners to mediate a resolution
• Identify and manage situations that require escalation to other departments, such as legal, compliance, or risk
• When complaints, problems and/or issues arise, work with partners driving to root cause and identifying sustainable, repeatable solutions to ensure repeat occurrences are avoided
• Support peers with management of legal intake and legal order processing
• At times, may need to assist team with escalations and production work

Department Hours of Operation: Monday - Friday: 7:00am - 4:30pm EST

• This role is considered essential and it may be required to be in the office as needed for training, meetings, or work determined by leadership*

Locations: West Creek 5 (Richmond, VA), Center 2 (McLean, VA), or 802 Delaware Ave (Wilmington, DE)
Basic Qualifications:

• High School Diploma, GED, or equivalent certification
• At least 2 years of bank operations experience

Preferred Qualifications:

• Bachelor’s Degree or military experience
• At least 2 years of people management experience
• At least 2 years of process management experience

At this time, Capital One will not sponsor a new applicant for employment authorization for this position.Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the Capital 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 committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex (including pregnancy, childbirth or related medical conditions), race, color, age, national origin, religion, disability, genetic information, marital status, sexual orientation, gender identity, gender reassignment, citizenship, immigration status, protected veteran status, or any other basis prohibited under applicable 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.
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.
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