Operations Coach, Senior Associate (Hybrid)

Operations Coach, Senior Associate (Hybrid)

The Levies and Garnishments team is a specialty group that sits within the Bank Operations team and processes over 180,000 legal orders annually. This position is directly responsible for leading a team of ~12 associates who play a critical role in supporting our legal partners and protecting the bank from litigation by processing 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. More specifically, this team is responsible for restricting and removing legal holds, issuing checks to agencies and attorneys, communicating restricted amounts to customers, agencies and/or court orders and directly communicating with attorneys and agencies to resolve escalated matters.

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 legal order processing efficiency and accuracy

• Complete monthly quality reviews to ensure compliance with regulatory 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 for all clients

• Support peers with management of legal intake, third party processing and account verifications

• At times, may need to assist team with escalations and production work

Characteristics to succeed in this role:

• Previous experience in processing, managing workflows centered around Legal Orders

• Previous experience in operations and case cycle time management

• 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

Department Hours of Operation:

Monday - Friday: 7:30am - 4:30pm EST

Location: Richmond, VA or Willmington, DE

This role is an essential position and requires on site attendance.

Basic Qualifications: 

• High School Diploma, GED, or equivalent certification

• At least 3 years of Bank Operations experience

• At least 1 year of Coaching, Mentoring, or People Leadership experience

• At least 2 years of experience using Google Suite or Microsoft Office

• At least 2 years of Levies, Garnishments, and Legal Order processing experience

 

Preferred Qualifications: 

• Bachelor’s Degree or equivalent military experience

• At least 2 years of people leader experience

• At least 3 years of process management experience

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 wil