Capital One Refinance Lien Perfection RLP Research Principal Coordinator 

United States, Texas, Plano 

613830951

Plano 5 (31065), United States of America, Plano, Texas Refinance Lien Perfection (RLP) Research Principal Coordinator

North Plano, TX (Plano 5) This role is an essential position and requires on-site attendance. Not a hybrid role.

Monday - Friday 8 am - 5 pm CST

Training Schedule:8 - 12 weeks, Monday - Friday 8 am - 5 pm CST

All training is mandatory

General Responsibilities:

• Problem solving and identifying root causes, trend analysis and proposing solutions to complex customer concerns

• Consult and coordinate with other lines of business and back office partners to resolve concerns

• Ensure compliance to Capital One policies and procedures

• Inbound and outbound escalation calls from customers, dealers, lenders and/or the state with the intention of resolving title issues and driving lien perfection

• Provide exceptional service to our Auto Loan Customers in a prompt and professional manner on the phone

• Identify trends and training needs to improve the customer experience

• Ability to handle high priority/high visibility situations fully and efficiently

• Comfortable working in a high-volume environment

• Effectively able to prioritize work and time with limited oversight

• Exhibit a high degree of professionalism and integrity in all communication

• Ability and desire to learn new concepts and adapt quickly to changes

• Contribute as a team player

• Provide resourceful and creative solutions to customer issues

• Demonstrate strong communication skills both written and verbal

• Coordinating individual tasks as part of a broader process initiative

• Collaborating within the team and across teams/departments

• Tracking and resolving process breakdowns

• Understanding customer’s needs of the process and driving process improvements

• Collaborate with cross-functional teams, particularly with command center teams, to build and update policies and procedures

• Communicates with managers and associates to drive customer experience based on observations.

Basic Qualifications:

• High School Diploma, GED, or equivalent certification
• At least 1 year of customer service experience in a call center environment
• At least 2 years using Microsoft Office or Google Suite
• At least 1 year experience in Auto Finance or Auto Titles

Preferred Qualifications:

• Bachelor’s Degree or Military Experience
• At least 2 years of customer service experience in a call center environment
• At least 2 years experience in Auto Finance or with the Department of Motor Vehicles (DMV); specifically titles, refinance, lien placement, originations, sales

. 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.