Refinance Lien Perfection (RLP) Research Principal Coordinator

Capital One • Plano, TX

453d

About The Position

As a Refinance Lien Perfection (RLP) Research Principal Coordinator at Capital One, you will be part of a dedicated team focused on enhancing processes that ensure excellence in customer service. This role is crucial for supporting the team in placing Capital One Auto Finance (COAF) as the lienholder on titles, allowing you to contribute immediately while learning best practices and collaborating with peers and leadership on process improvements.

Requirements

• High School Diploma, GED, or equivalent certification
• At least 1 year of customer service experience in a call center environment
• At least 2 years using Microsoft Office or Google Suite
• At least 1 year experience in Auto Finance or Auto Titles

Nice To Haves

• Bachelor's Degree or Military Experience
• At least 2 years of customer service experience in a call center environment
• At least 2 years experience in Auto Finance or with the Department of Motor Vehicles (DMV); specifically titles, refinance, lien placement, originations, sales

Responsibilities

• Problem solving and identifying root causes, trend analysis and proposing solutions to complex customer concerns
• Consult and coordinate with other lines of business and back office partners to resolve concerns
• Ensure compliance to Capital One policies and procedures
• Handle inbound and outbound escalation calls from customers, dealers, lenders and/or the state to resolve title issues and drive lien perfection
• Provide exceptional service to Auto Loan Customers in a prompt and professional manner on the phone
• Identify trends and training needs to improve the customer experience
• Manage high priority/high visibility situations efficiently
• Prioritize work and time with limited oversight
• Exhibit professionalism and integrity in all communication
• Learn new concepts and adapt quickly to changes
• Contribute as a team player and provide creative solutions to customer issues
• Demonstrate strong written and verbal communication skills
• Coordinate individual tasks as part of a broader process initiative
• Collaborate within the team and across departments
• Track and resolve process breakdowns
• Understand customer needs and drive process improvements
• Collaborate with cross-functional teams to build and update policies and procedures
• Communicate with managers and associates to enhance customer experience based on observations.

Benefits

• Comprehensive health benefits
• Financial benefits
• Inclusive workplace environment

What This Job Offers

• Job Type: Full-time
• Industry: Credit Intermediation and Related Activities
• Education Level: High school or GED