Sr. Operations Representative

Alabang , Philippines, Muntinlupa City, National Capital Region (Manila)

Sr. Operations Representative - Bank Collections

Summary:

To take inbound calls, make outbound calls, and or complete a back-office or non-voice process to handle account-related concerns and recommend optimal solutions within the desired levels of customer service delivery

Process Overview:

Bank Customer Resiliency (BCR) is part Team RISE under the Bank Operations Group that is focused on servicing Consumer and SBB customers experiencing challenges w/ their accounts. The initial scope of work includes managing the end to end operational execution of Bank Consumer Deposit Collections and Recoveries functions. The current process has associates that take and make calls to our customer and execute on call intensity as prescribed by the credit program.

Work Set up: WFH

Work Schedule: 8 AM- 5 PM, EST ; Monday - Friday

General Responsibilities:

• Account Servicing. Listens attentively to customers in order to address issues / questions responsibly; Updates account information, as requested by the customer; Transfers the customer to the appropriate department, as needed
• Functional Knowledge. Displays expertise in product and service knowledge; Understands and adheres to company policies and procedures.
• Training. Completes and passes assessment of required trainings within timelines to prevent potential job risks
• May be assigned / rotated across sub-functions:
  
  Servicing: Handles incoming calls to provide customers credit card usage information, verification of payment, online technical support, and assist customers with other account-related concerns
  
  Fraud / Disputes: Handles inbound and outbound calls to identify and investigate possible fraudulent activities, taking actions on securing account protection, and assist customers and merchants in clearing fraud and dispute concerns
  
  Back Office Processing: Handles incoming disputes from customers to resolve issues on credit bureau scores and/or providing general services in specialty operations such as general correspondence, fulfillment work and/or estates updates
  
  Collections: Handles incoming and outbound calls to provide customers debt information, help resolve delinquent accounts by recommending solutions, and assists customers with other account-related concerns
  
  Anti-Money Laundering-List Screening Organization (AML-LSO): Supports the AML process through list screening operations (new and existing accounts) which may include executing a variety of tasks in support of the conduct of investigation, suspicious activity investigations and compliance to LSO processes.
  
  Customer Protection Operations - Handles alerts, analyzes account and customer level data to assess levels of risk and identify possible fraud on bank transactions, takes inbound calls from bank customers to support fraud and claims needs, provides support to our front line and back office queues, makes outbound calls as needed for verifications and works with other teams across the Bank to support customers

Bank Voice - Handles inbound calls from Bank customers to provide assistance on debit card servicing, account details and other account actions to address customer concerns

Enterprise Payments - Responsible for processing items within established targets and guidelines to ensure customers get prompt and accurate access to their funds. Supports the daily deposits and withdrawals made by Capital One Bank customers by proactively identifying and correcting errors, reviewing images and balancing files. Perform research to apply transaction to the appropriate accounts in the case of misreads of missing information

Bank Operations Research - Responsible for reviewing and processing account or deposit verification requests from multiple third parties or customers for various purposes or requirements

Basic Qualifications:

• High School Graduate
• Communication skills in delivering appropriate, direct, and straightforward information.
• Appropriately tailors written and verbal communications
• Customer orientation in understanding and listening to customer concerns
• Problem solving skills in recommending solutions to address customer needs and expectations
• Strong attention to detail and good judgment
• Ability to handle difficult calls and sensitive information
• Team-player
• Computer-literate
• Willing to be trained

Preferred Qualifications:

• 1 year of experience in banking industry preferred for Anti Money Laundering-List Screening Organization (AML-LSO) and Customer Protection Resolution (CPR)

Eligibility Criteria for IJP:

• Associate must have a recent rating of at least a "Strong" or above
• Associate's current time in position, as noted on Workday is greater than or equal to 6 months
• Associate is not actively on any type of a Performance Improvement Plan (PIP)
• Associate must not have any written warning corrective action and up in any stage of the application process
• Associate must meet all minimum requirements and Basic Qualifications (BQs) of the job, as outlined in the internal job posting

NOTES:

• Open to Sr Operations Representative (Requires Retail or Collections background)
• Promotion through IJP is only up to Senior Associate level for Operations Groups
• Requisition open under local terms
• Candidate must have appropriate paperwork to work in the Philippines
• Completion of internal questionnaire is required to proceed
• Don't forget to upload your resume in Workday before submitting your application. Incomplete applications may delay in processing.

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 ; 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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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).

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