Capital One

Compensation

Full Description

Work from Home - Zelle Process Manager, Sr. Associate The Enterprise Consumer Payment Operations (ECPO) team in Enterprise Payments is seeking an experienced, highly motivated process manager with excellent communication skills. The ideal candidate will have a strong background in process management, with experience facilitating risk, complaints & project initiatives. This individual needs to enjoy collaborating, creating well-managed processes, and driving towards solutions of identified risks. This role will support ECPO by being the process and vendor manager for inbound and outbound Zelle payments. The individual will work closely with Capital One Zelle product and technology teams as well as various other stakeholder groups throughout the organization. Interested candidates should have a drive to improve processes and mitigate risk, with superior problem-solving skills, strong business judgment and effective written and oral communication skills. Job Description & Ideal Candidate: • Effectively lead the operational, process and vendor manage for inbound and outbound Zelle payments • Partner with internal associates who monitor/action General Ledger outages and potential duplicate payments and drive root cause analysis • Regularly engage with internal partner teams and Early Warning Systems (Zelle vendor) to triage process breakdowns and implement process improvements • Research and analyze customer complaints related to Zelle, looking for common themes that may be attributed to the vendor or the Capital One process • Monitor social media for potential Zelle outages or issues with the Capital One process • Package complaints, social media input and internal findings to partner teams to effect change • Ability and willingness to serve as a backup for other processes within ECPO (e.g. inbound and outbound bill payments) • Working knowledge of consumer to consumer payments, practices, processes and technologies • Focus on continuous self development • Build a highly engaged and inclusive culture across operational boundaries • Build relationships and effectively influence Business Partners (e.g., Enterprise Payments Risk Office, Process Management and other horizontal stakeholders within Capital One Bank) to define and drive process improvements, and partner effectively across other lines of business (e.g. Credit Card, Consumer Bank, Technology etc.) • Collaborate to deliver on requirements of industry/regulation standards to critical business processes, including adherence to guidelines and standards that are compliant to Capital One Bank's governance framework • Facilitate meetings with stakeholders within assigned processes, risk partners and external stakeholders • Prior experience in a regulated banking environment • Effective negotiation and influencing skills, including strong written and verbal communication skills • Demonstrated ability to translate enterprise strategies to business specific initiatives Work from Home Technology Requirements • Secure home office environment that is free from background noise and distractions • Reliable private internet connection that is not supplied via cellular data or hotspot is required • A private network that is password protected where you have ownership or line of site sight to every device on the network • Internet service must be provided by Cable or Fiber Internet Service Providers (ISP) • Hotspots and satellite services are prohibited and do not meet performance criteria required for optimal agent/customer interactions • ISP download speeds on VPN must be at least 5Mbps, with 10+ Mbps preferred • To validate ISP speeds from a Chrome browser, go to www.google.com, type Speed Test and run from the Google landing page • Both Hardwire and WiFi internet connections are acceptable as long as speed and security requirements are met 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. Internet Service Provider specs can change by provider and location within the US. If you are experiencing consistent issues with internet stability Capital One reserves the right to ask the agent to upgrade internet service to ensure a good customer experience. Work from Home Location Requirements This role is 100% work from home. We are unable to consider applicants who do not meet the required Capital One Work at Home compatible internet access or who live in the states of California, Hawaii, or US territories. Work from home U.S. based associates are not permitted to work internationally, outside of the continental United States (i.e. Hawaii or U.S. Territories), or California. Basic Qualifications: • High School Diploma, GED, or equivalent certification • At least 1 year of experience working in the financial industry • At least 1 year of payments experience • At least 1 year of Project Management or Process Management Experience • At least 2 years of operations experience Preferred Qualifications • Bachelor's Degree or Military Experience • At least 3 years of experience working in the financial industry • At least 3 years of operations experience At this time, Capital One will not sponsor a new applicant for employment authorization for this position. The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked. Remote (Regardless of Location): $78,400 - $89,500 for Sr. Process Manager Richmond, VA: $78,400 - $89,500 for Sr. Process Manager Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate's offer letter. This role is also eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). Incentives could be discretionary or non discretionary depending on the plan. Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the Capital 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 (EOE, including disability/vet) committed to non-discrimination in compliance with applicable federal, state, and local laws. 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 RecruitingAccommodation@capitalone.com. 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 Careers@capitalone.com 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).