Associate, Commercial Loan Servicer

Associate, Commercial Loan Servicer

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 Richmond, VA or Plano, TX. Capital One Commercial Core Operations is looking for an experienced candidate to support the growing Commercial Loan Operations Servicing Organization. This position supports bilateral (direct) loans within Corporate Banking, so solid product knowledge is a must. The role includes analytical components related to various loan accruals, manual calculations with ongoing reconciliation and remediation. The ability to learn quickly and to adapt to change are important skills to the role as well as great communication skills and product knowledge. Additionally as important is the ability to clearly convey complex concepts and issues in a concise way; as well as collaborating among stakeholders to help facilitate ongoing change management.

Some of the primary functions of the role include:

• Perform high volume, complex monetary and non-monetary transactions on Commercial Loans ensuring service levels are met in terms of timeliness, accuracy, quality and customer service.

• Ability to work both independently and collaboratively through projects and day to day functions. 

• Utilize lessons learned and previous experience to perform complex research and adjustments to loan system data.

• Facilitates teamwork and continuity.

• Solid knowledge required for the role and pursues new knowledge proactively.

• Positively accepts change and engages productively with team and relevant stakeholders.

• Communicate with lines of business partners and other managers regarding loan transactions and exceptions.

• Manage a portfolio of active credit facilities as the Loan Operations Servicer for a variety of Bilateral loans for the Commercial Corporate Banking line of business

• Process loan requests (disbursements, pay downs, payments, etc.); interest and exchange rate fixing, interest and fee calculations, billing and liquidations

• Communicate directly with Customers for all loan related requests (ie. resolving and expediting inquiries, discrepancies, and other special requests)

• Strong written and verbal communication skills are required on a daily basis to maintain and provide customers with a consistent high level of service 

• Coordinate loan trading activity, including settlement coordination, obtaining required consents, and updating/maintaining the loan register

• Work closely with respective business units and other internal partners to align needs and provide support as needed

• Manage all exception and maintenance reporting for cash breaks analysis, reconciliations of interest, fees etc.

• Complete comprehensive testing of system enhancements

• Review of, and extraction from, legal documents for compliance, interpretation and operational viability and support

• Develop, design, and implement inter-departmental controls and risk reducing processes with the primary goal of maintaining accurate books and records

• Prepare and submit periodic (daily and above) departmental and team reports and metrics

• Establish and maintain Customer Satisfaction as the singular priority

• Manage multiple workflow tools including Gmail, Salesforce, Customer Hotline

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