Principal Coordinator, Remediation & Dual Review Ambassador

Capital One
Melville, New York
May 15, 2022
Jun 09, 2022
Full Time
1307 Walt Whitman (22600), United States of America, Melville, New York

Principal Coordinator, Remediation & Dual Review Ambassador

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 100 miles driving distance from one of our Capital One hubs in Melville, NY or Plano, TX.

Commercial Operations (CML Ops) is one of the largest divisions in the Commercial Bank, this team's scope is horizontal across the bank and as such it supports numerous critical processes and transactions. By incubating innovative solutions and embracing technology, this team creates an unforgettable and unparalleled experience for our associates and clients.

One of the most impactful groups in the CML Ops team is the Commercial Client Support team. The Client Solutions team works with the Commercial Bank's clients, both proactively and reactively for all of their servicing needs. All of our associates are on the frontline, delivering on our commitment to provide a world class client experience. We are growing and looking for great customer focused advocates to join the team.

At the Principal Coordinator level, you will serve as a Remediation, Dual Review, Research and Resolution, Internal and External Customer Service Agent. You will be a member of a small team focused on remediating and responding to reported data collection gaps, examining trends, handling exceptions, and serving as a point of escalation to our external clients in support of our efforts to maintain accurate data and record keeping. This role will require ongoing interaction with Sales, Servicing and other partner groups.

Job Description & Ideal Candidate

  • Work closely with internal and external partners to coordinate tactical actions and communications
  • Effective execution of client outreach and transaction Dual Review
  • Review all remediation and research cases for appropriate repair and response
  • Assist with maintaining and auditing control effectiveness associated with Dual Review function
  • Proactively identify, communicate and participate in any process enhancement opportunities
  • Leverage exceptional decision making skills and ability to follow procedures in order to mitigate risk
  • Handle inbound and outbound client calls and provide accurate, satisfactory answers to their queries and concerns
  • Excellent Verbal and written Communication skills
  • Strong problem solving skills, basic accounting principles knowledge, documentation skills, research and resolution skills, data analysis and multi-tasking skills
  • Navigate Internal database and input customer information
  • Escalate issues and customer complaints upon discovery
  • Ability to maintain composure and convey a positive attitude while interacting with customers and team members
  • Working in Salesforce with various partner teams
  • Coordinating with primary servicing and sales team on the collection of required data from client
  • Update account information and complete appropriate documentation to ensure accurate reporting on accounts
  • Demonstrate a strong customer focus rooted in empathy
  • Embrace constant change in a fast-paced, tech-enabled environment
  • Exercise good judgment and independent decision-making skills
  • Effective time management and organizational skills
  • Demonstrate exceptional listening, questioning and call control techniques
  • Comprehensive knowledge of Google Suite and Microsoft Office product
  • Review and manage various department reports
  • Perform other job-related duties or special projects as assigned by manager
  • Meet/Exceed deadlines and service level agreements
  • General knowledge of deposit and treasury products and services

Work at 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 by use cellular data (hot spot)
    • Cable or fiber connections are preferred
    • Internet service download speeds must be at least 5 mbps, with 10+ mbps preferred - check your download speed using a speed test. A sample one can be found here . To test your home internet from your personal computer at home, type into the web browser of your personal computer.
    • Sustained ability to maintain latency less than 250 ms in voice calls is required
  • Hard wired connectivity is preferred, any use of wireless connectivity must be Private (non-public) and password protected through WPA2-PSK (AES) encryption. If you have any questions about your encryption, please consult with your internet provider
    • A private network is password protected where you have ownership or line of sight to every device on the network
  • Capital One reserves the right to request proof of internet provider, speed and service package from the associate
  • Requirements are subject to change, as new systems and technology is delivered. Capital One reserves the right to modify internet service requirements with sixty (60) days notice.

Candidates must live within 100 miles driving distance of one of the hub locations based in Melville, NY or Plano, TX.

Basic Qualifications

  • High School Diploma, GED or Equivalent Certification
  • At least 1 year of experience with Microsoft Office or Google Suite applications
  • At least 1 year of customer service experience

Preferred Qualifications

  • Bachelor's Degree or Military Experience
  • Business Process Management certification
  • At least 1 year of experience with Salesforce case management system
  • At least 2 year of experience in Banking Regulations and laws

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

No agencies please. Capital One is an Equal Opportunity Employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex, race, color, age, national origin, religion, physical and mental disability, genetic information, marital status, sexual orientation, gender identity/assignment, citizenship, pregnancy or maternity, protected veteran status, or any other status prohibited by applicable national, federal, state or local law. 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.

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.

For technical support or questions about Capital One's recruiting process, please send an email to

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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).

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