Senior Associate, Process Management Servicing

Overview

Senior Associate, Process Management Servicing

We are seeking dedicated, disciplined, process professionals who excel in a team environment. This person will have excellent communication skills, attention to detail, and have the ability to adapt to change quickly. Being detail oriented along with the ability to connect dots among all the different teams/systems is key to success in this position. This is an excellent opportunity to continue your career in the field of Process Management.

Must work with a team, as well as internal customers, downstream partners and third party vendors to understand and shape strategic intent and value to meet the business' key needs while considering operational capabilities, constraints and customer experience.

A Senior Associate Process Manager on the "Service My Loan" team aids in supporting several processes in the servicing space as they assist in the development and implementation of business intent and requirements. Works with product owner, business analyst and intent owners, to support the development of clear business intents and requirements for servicing and oversight of the work being completed by a 3rd party vendor.  Partners with downstream teams for managing delivery of initiative(s) when applicable. Identifies ways to improve the customer experience along the way. Perform, monitor and maintain processes to ensure they are followed correctly and help to resolve issues or escalate when necessary. Maintain and update process documents. Communicate updates with internal and external customers on new and existing processes and provide internal and external customer support as needed. 

General Responsibilities: 

• Partner with key business partners to support the development of clear business intents, identify risks for intent execution and assist in building out and maintaining compliant well managed processes with external stakeholders

• Partner with 3rd party servicing vendor on servicing our customers

• Provide process support for the team’s overall process responsibilities in the servicing space

• Develop and maintain process documentation and drive continuous process improvements

• Provide project management support and drive team organizational work for the broader team

• Perform quality assurance checks on actions taken to ensure accuracy

• Serve as subject matter expert to outside resources    

• Monitors the progression of findings against mitigation plans to ensure timely closure

• Easily adaptable in a fast paced environment, by being able to navigate between BAU solicitation work and perform in market issue resolution

• Problem-solve issues and correct errors as they arise

• Continually look for ways to streamline and improve overall process

• Stay abreast of product terms, changes and launches across card acquisitions 

• Maintain monthly dashboards and reporting

Basic Qualifications: 

• High School Diploma, GED, or equivalent certification

• At least 2 years of experience in Process Management, Project Management, Relationship Management, or Risk Management 

• At least 1 year of experience in Microsoft Office or G Suite 

Preferred Qualifications: 

• Bachelor’s Degree or military experience

• 2+ years of experience in Business Process Management, Project Management, Relationship Management, or Risk Management 

• PMP, Lean, Agile, or Six Sigma certification

• Strong communication and collaboration skills

• Strong organizational skills 

• Strong attention to detail

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

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: $80,800 - $92,200 for Sr. Process Manager

Riverwoods, IL: $80,800 - $92,200 for Sr. Process Manager

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.

This role is also eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). Incentives could be discretionary or non discretionary depending on the plan.

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 (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.

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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).