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Principal Process Manager, Small Business Collecti

at Capital One Services II, LLC in Wilmington, Delaware, United States

Job Description

Job ID: R147851

Locations: VA - Richmond, United States of America, Richmond, Virginia

Principal Process Manager, Small Business Collections

Key Responsibilities:

Serve as the primary point of contact for Small Business Bank Loss Mitigation

Manage a complex team of associates: Associate Non- Exempt

Small Business Collections

Small Business Recoveries

Small Business High Value

Lead the performance of a team responsible for loss mitigation efforts (requirements include achieving business goals, performance management, staffing plan development, and development of long term business goals/vision)

Drive individual, team and department efficiency and productivity through effective and efficient metric management

Lead change management efforts as new processes and procedures are rolled out to help associates successfully navigate the changes

Maintain high levels of team and individual morale through change and development

Ensure compliance with regulatory requirements

Execute quality monitoring requirements that deliver intent and customer satisfaction goals

Uphold effective standards of performance management

Motivate associates and help them achieve their career aspirations

Basic Qualifications:

High School Diploma, GED, or Equivalent Certification

At least 3 years of People Leadership experience

At least 3 years of Customer Service experience

Preferred Qualifications:

Bachelor's Degree or Military Experience

3+ years of Project Management or Process Management experience

3+ years of experience tracking and reporting customer contact center metrics
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

Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.

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).

Capital One is an equal opportunity employer committed to diversity in the workplace. Capital One promotes a drug-free workplace. 

All qualified applicants will receive consideration for employment without regard to gender, race, color, religion, national origin, sexual orientation, protected veteran status, or disability status.

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; Newark, New Jersey Ordinance 12-1630; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries. 

 

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Job Posting: 995984

Posted On: Jun 30, 2022

Updated On: Jul 02, 2022