Senior Associate, Process Management - Personal Loans Servicing

Capital One•Riverwoods, IL

1d•$80,800 - $92,200•Onsite

About The Position

We are seeking dedicated, disciplined, process professionals who excel in a team environment. This person will have excellent communication skills, attention to detail, and have the ability to adapt to change quickly. Being detail oriented along with the ability to connect dots among all the different teams/systems is key to success in this position. This is an excellent opportunity to continue your career in the field of Process Management. Must work with a team, as well as internal customers, downstream partners and third party vendors to understand and shape strategic intent and value to meet the business' key needs while considering operational capabilities, constraints and customer experience. A Senior Associate Process Manager on the Payments team aids in supporting several processes in the servicing space as they assist in the development and implementation of business intent and requirements. Works with product owner, business analyst and intent owners, to support the development of clear business intents and requirements for servicing and oversight of the work being completed by a 3rd party vendor. Partners with downstream teams for managing delivery of initiative(s) when applicable. Identifies ways to improve the customer experience along the way. Perform, monitor and maintain processes to ensure they are followed correctly and help to resolve issues or escalate when necessary. Maintain and update process documents. Communicate updates with internal and external customers on new and existing processes and provide internal and external customer support as needed.

Requirements

High School Diploma, GED, or equivalent certification
At least 2 years of experience in Process Management, Project Management, Relationship Management, or Risk Management
At least 1 year of experience in Microsoft Office or G Suite

Nice To Haves

Bachelor’s Degree or military experience
2+ years of experience in Business Process Management, Project Management, Relationship Management, or Risk Management
PMP, Lean, Agile or Six Sigma certification
Strong communication and collaboration skills
Strong organizational skills
Strong attention to detail

Responsibilities

Partner with key business partners to support the development of clear business intents, identify risks for intent execution and assist in building out and maintaining compliant well managed processes with external stakeholders
Partner with 3rd party servicing vendor on servicing our customers
Provide process support for the team’s overall process responsibilities in the servicing space
Develop and maintain process documentation and drive continuous process improvements
Provide project management support and drive team organizational work for the broader team
Perform quality assurance checks on actions taken to ensure accuracy
Serve as subject matter expert to outside resources
Monitors the progression of findings against mitigation plans to ensure timely closure
Easily adaptable in a fast paced environment, by being able to navigate between BAU solicitation work and perform in market issue resolution
Problem-solve issues and correct errors as they arise
Continually look for ways to streamline and improve overall process
Stay abreast of product terms, changes and launches across card acquisitions
Maintain monthly dashboards and reporting