Bank Operations Coach

4 weeks ago

McLean, United States Capital One Full time

Description

:

The Estate Operations Coach, Senior Associate will lead a dynamic team of non-exempt associate level employees who work with estate representatives to settle the accounts of deceased customers. This Coach will manage, develop and motivate an internal team that currently consists of ten associates while driving moments that matter for people dealing with the death of a loved one. The Coach will manage the Bank Estate settlement operations, while the team provides support and guidance during each step of the settlement journey during this time of grieving. The team is unique because they are an operations team that has direct communication with decedent representatives, either by phone or email. The Estate Operations Coach will develop a strong knowledge of all our processes, data and systems. The role requires a proactive individual with the ability to juggle multiple tasks along with ability to manage high performing associates.

General Responsibilities:

Work collaboratively with teams performing the same function in order to create a "one team" environment and ensure consistency in work processes across the team

Create excitement and maintain high level engagement through an ever changing environment as the Estate process continues to mature

Achieve business results that drive moments that matter

Provide continuous feedback and coaching to associates to improve and maintain a high quality customer experience

Actively participate in projects to drive well managed agendas with a primary focus on the decedent's experience

Ensure timely administrative responsibilities of time cards, spreadsheets, team meetings, etc

Identify situations that require escalation to other departments, such as legal, compliance, or risk

At times, may need to jump in to assist the team with escalations and production work

This role will require customer contact when escalations arise

*This role is considered essential and it may be required to be in the office as needed for training, meetings, or work determined by leadership*

Locations: West Creek 5 (Richmond, VA), Center 2 (McLean, VA), or 802 Delaware Ave (Wilmington, DE)

Basic Qualifications:

High School Diploma, GED, or equivalent certification

At least 2 years of bank operations experience

Preferred Qualifications:

Bachelor’s Degree or military experience

At least 2 years of people management experience

At least 2 years of process management experience

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

Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at theCapital One Careers website. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.

This role is expected to accept applications for a minimum of 5 business days.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 (including pregnancy, childbirth or related medical conditions), race, color, age, national origin, religion, disability, genetic information, marital status, sexual orientation, gender identity, gender reassignment, citizenship, immigration status, protected veteran status, or any other basis prohibited under applicable 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.

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