Work from Home Auto SCRA Operations Specialist, Principal Coordinator

Responsibilities

• Owning oversight and execution of assigned SCRA process by performing and overseeing various reporting, auditing and analytical tasks daily to help ensure all military accounts are properly identified and handled appropriately
• Provide centralized oversight of the assigned SCRA process, conduct regular process risk assessments
• Collecting data and information using analytics and reporting to provide transparency to leadership, while ensuring compliance with federal laws and company guidelines are in order to minimize losses and legal concern for SCRA related accounts.
• Seamlessly collaborate with SCRA teammates as well as multiple COAF Internal departments to problem solve on the execution of SCRA processes
• Tracking and resolving process breakdowns, and in turn, prepare and present process improvements to Leadership and Senior Leadership
• Facilitate new-hire and on-going training as well as side by sides and SCRA new hire training
• Understand internal and external customer needs to drive process improvements, and in turn, prepare and present process improvements to Leadership and Senior Leadership
• Occasional outbound and inbound customer contact to ensure the SCRA related processes are completed timely and within federal laws and company guidelines in order to minimize losses and legal concern for SCRA related accounts.
• Schedule: Monday - Friday 7:00am-4:00pm or 8:00am-5:00pm CST with a rotating Saturday
• 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
• Associates must maintain a minimum of 100 Mbps download / 10 Mbps upload speed from their internet provider
• 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
• Work from Home Location Requirements

Requirements

• High School Diploma, GED, or equivalent certification
• At least 3 years of customer service or call center experience
• At least 2 years experience working in the financial industry
• At least 1 year experience using Google Suite or Microsoft Office
• Bachelor's Degree or Military Experience
• At least 2 years experience working in the auto finance industry
• At least 2 years experience using Google Suite or Microsoft Office
• At least 2 years of experience in compliance or risk management
• At least 2 years of experience in process management
• At this time, Capital One will not sponsor a new applicant for employment authorization for this position.

Additional Information

Work from Home Auto SCRA Operations Specialist, Principal Coordinator Job Description: As a Principal Coordinator within the SCRA Operations Team at Capital One, you will be part of a smart and talented team responsible for managing and enhancing processes that deliver excellence to your customer each and every time. The Process Coordinator will play a key role in delivering processes that impact the company's bottom line while still providing excellent customer service. In this position you will contribute immediately while strengthening your process management best practices.

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