דרושים Coach ב-United States, Virginia, Richmond

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

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

. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.

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 . All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

Key Responsibilities:

• Manage the maintenance, evolution, and continuous improvement of the compliance risk management function for assigned components of Capital One’s Enterprise Services division by providing support, advice, and counsel on complex compliance risk issues

• Serve as an authority within Enterprise Services for relevant and evolving compliance expectations, laws, and regulations and the impact of changes on the business

• Actively promote a culture of compliance risk management and balanced risk taking by, for example, ensuring the business has appropriate monitoring in place to identify process breakdowns and advising the business to ensure comprehensive corrective action when issues arise

• Oversee the development and execution of major portions of the Compliance Management Program, which ensures that Capital One appropriately identifies, manages, and oversees compliance risk through sound governance, rigorous controls and testing, and thoughtful risk escalation

• Work collaboratively with business partners and other support groups to ensure the company’s products, practices, and services all remain within Capital One's Compliance risk appetite

• Build strong partnerships with other Enterprise Services risk advisors (Legal and business risk officers) and Compliance peers responsible for compliance risks that apply across businesses (such as Privacy, Fair Lending, and AML) to ensure consistent and comprehensive guidance to the business

• Report compliance results to senior management and the Board of Directors, as appropriate

• Monitor work plans for remediation of any internal or regulatory findings within the business area of responsibility

• Effectively lead and oversee the management of people processes, including recruiting, performance management, training, and development

• Display a high degree of emotional intelligence, foster good team dynamics, respond effectively to employee concerns, and maximize the potential of team members

• Leadership

  • Demonstrated ability to drive and execute the strategic vision for the Enterprise Services Compliance organization while providing meaning, context, and motivation to execute strategic priorities

  • Understands and embraces the power of technology, analytics, and automation to drive well-managed execution of core compliance responsibilities

  • Able to lead a team through organizational changes and drive innovation

• Strong Business Judgment

  • Strong business judgment and the analytical acumen to evaluate complex, multi-dimensional risks and formulate appropriate compliance recommendations and advice

  • Proven capability to influence and build consensus among peers and leadership, leveraging sound logic, analysis, and intellectual rigor

• Communication

  • Highly developed interpersonal, presentation, and communications skills (both verbal and written)

  • Ability to communicate effectively at all levels of the organization

Basic Qualifications

• Bachelor’s degree or military experience

• At least 8 years of legal, compliance, risk management or regulatory experience within consumer financial services

• At least 5 years of people management experience

Preferred Qualifications

• Juris Doctor or Master’s Degree

• At least 8 years of people management experience

. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.

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 . All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

This role supports Bank by Mail & document scanning in Richmond, VA. This coach will manage a team of non-exempt associates who manage operational, call center or production processes. This includes team performance, providing performance metrics to associates, and communicating team results to management. The Coach will facilitate team meetings and daily standups while ensuring daily service level metrics are met. They are also accountable for maintaining internal staffing needs which includes working with leaders to coordinate with internal/external resources to set staffing requirements to meet performance targets.

The right candidate will have

• Resilient and able to initiate change in a fast paced environment

• An understanding of risk management and governance principles and familiarity with the processes and controls that govern these activities

• The ability to organize, prioritize, and manage multiple projects and deliverables

• Solid analytical and investigative skills

• A proven track record in driving high quality and timely results

• The ability to work autonomously in a dynamically changing environment

• Demonstrated business maturity with the ability to effectively communicate and influence stakeholders within all levels of the organization, establish and maintain positive relationships

• Solid interpersonal and conflict resolution skills

• Strong judgment and knowledge of when to escalate with appropriate stakeholders before issues arise

Your Responsibilities

• Oversee non-customer facing branch operations, ensuring efficiency and compliance are met

• Ability to lead, coach, and develop associates to improve individual performance maintaining operational goals

• Lead a cross functional relationships to ensure regulatory requirements are met

• Managing multiple priorities while partnering, collaborating and influencing upstream and downstream processes to deliver results

• Resolve complex inquiries, procedures, and processes by identifying escalations

• Develop and implement strategies while anticipating potential risk and developing a contingency plan

• Ability to work in a rapidly changing environment where priorities may shift frequently

• Analyzes and evaluates operational procedures, recommends and implements modifications to improve quality and efficiency

• Lead conversations with senior leadership with department updates and introducing process improvements strategies

• Foster an inclusive environment of adaptability and forward thinking

• Reviews internal and external complaint-related customer inquiries

• May include lifting upwards of 20 lbs. on a weekly basis

General Responsibilities

• Manage team of associates

• Coach and develop associates

• Improve associate experience

• Drive results to meet performance expectations

• Facilitate team meetings

• Administrative management duties such as time card approval, performance reviews and performance scorecard delivery

This position does require onsite attendance in Richmond, Virginia

Basic Qualifications

• High school diploma, GED, or equivalent certification

• At least 1 year of project or process management experience

• At least 2 years of call center operations or back office experience

• At least 1 year of coaching or mentoring or people leadership experience

• At least 1 year experience using Microsoft Office or Google Suite

Preferred Qualifications

• At least 2 years in people leadership experience

• At least 1 year experience with payment processing

• At least 1 year of retail bank or branch banking experience

• At least 2 years of project or process management experience

• At least 3 years of call center operations or back office experience

More Benefits, More Health, More Wealth, and More Life

Capital One believes in encouraging you to fill up your cup and come back fresh. Combine that with above and beyond benefits and you might be onto something.

• Medical, Dental, Vision, Prescription coverage Day 1

• Flexible Schedule Options

• Paid Time Off

• Wellbeing offerings such as backup childcare and Mental Wellness support

• Tuition Reimbursement

• Paid Training and Development offered quarterly

• Flexible Spending Account

• Life Insurance

• Disability Insurance

• 401 K and Stock Purchase Plan

We believe in the Power of one

. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.

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 . All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.