The Levies and Garnishments team is a specialty group that sits within the Bank Operations team and processes over 180,000 legal orders annually. This position is directly responsible for leading a team of ~12 associates who play a critical role in supporting our legal partners and protecting the bank from litigation by processing legal orders received from various agencies, courts and attorneys throughout the U.S., against consumer and commercial accounts, partnering with legal and risk to comply with these orders. More specifically, this team is responsible for restricting and removing legal holds, issuing checks to agencies and attorneys, communicating restricted amounts to customers, agencies and/or court orders and directly communicating with attorneys and agencies to resolve escalated matters.
Responsibilities:
Work collaboratively with operational teams with similar functions to create a "one team" environment and ensure consistency in work processing
Create and maintain high level engagement through an ever changing environment
Provide continuous feedback and coaching to associates to improve and maintain a high quality customer experience
Lead and actively participate in projects to drive well managed agendas with a primary focus on legal order processing efficiency and accuracy
Complete monthly quality reviews to ensure compliance with regulatory requirements and critical business standards
Monitor reports and automation and escalate to partners to mediate a resolution
Identify and manage situations that require escalation to other departments, such as legal, compliance, or risk
When complaints, problems and/or issues arise, work with partners driving to root cause and identifying sustainable, repeatable solutions to ensure repeat occurrences are avoided for all clients
Support peers with management of legal intake, third party processing and account verifications
At times, may need to assist team with escalations and production work
Characteristics to succeed in this role:
Previous experience in processing, managing workflows centered around Legal Orders
Previous experience in operations and case cycle time management
Knowing how to leverage the power of analysis, data, and process management to solve complex problems and builds outstanding operations solutions
Organize existing work effectively and remain focused on key priorities and results
Truly care about working with others at all levels to drive the greatest possible outcomes
Have a personal development plan and actively networking while elevating others to accomplish their goals
Department Hours of Operation:
Monday - Friday: 7:30am - 4:30pm EST
Location: Richmond, VA or Willmington, DE
This role is an essential position and requires on site attendance.
Basic Qualifications:
High School Diploma, GED, or equivalent certification
At least 3 years of Bank Operations experience
At least 1 year of Coaching, Mentoring, or People Leadership experience
At least 2 years of experience using Google Suite or Microsoft Office
At least 2 years of Levies, Garnishments, and Legal Order processing experience
Preferred Qualifications:
Bachelor’s Degree or equivalent military experience
At least 2 years of people leader experience
At least 3 years of process management 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.
Richmond, VA: $78,400 - $89,500 for Operations Coach
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
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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).
Who We Are
At Capital One, we’re building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We are succeeding because they are succeeding.
Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams. Together, we are on a quest to change banking for good.