SUML Call Center Floor Supervisor - Principal Coordinator (Onsite)

Capital One•Plano, TX

38d•Onsite

About The Position

As the Refi Lien Perfection Set Up My Loan (RLP SUML) Call Center Floor Supervisor, you will lead a dynamic team that is responsible for handling our lien placement vehicle title transactions, additionally handling current volumes, backlogs, researching and perfecting refinanced accounts, along with identifying innovative new methods of lien perfection. As the leader of the operation, you will create a vision and strategy for your team that enables them to execute in a well-managed and customer-focused way to unlock the best customer service in the industry. In your role, you will build relationships across a diverse network of stakeholders and partners to understand and prioritize the highest leverage needs of the organization. You will translate insights and data into a story that will help drive the team towards achieving individual, team and business goals.You will also support, motivate, and strive to exceed standards of customer experience.

Requirements

High School Diploma, GED, or equivalent certification
At least 3 years of customer service or call center experience
At least 2 years of experience working in the financial industry
At least 1 year of experience using Google Suite or Microsoft Office

Nice To Haves

Bachelor's Degree or military experience
At least 2 years of experience in people management
At least 1 year of auto finance experience

Responsibilities

Coordinates daily workflow of the department and directs work of others
Ensure timely administrative responsibilities of workload distribution, volume monitoring, reports, meeting recaps, etc.
Assists with researching escalated customer issues and troubleshooting
Regularly trains, coaches, develops and mentors other associates in the department to improve productivity, efficiency and effectiveness
Communicates with managers and associates to drive customer experience based on observations
Serves as a liaison between associates and managers to help drive associate engagement and increase department morale
Educate and coach associates on process changes as they arise
Monitor, prepare and deliver business level metrics (perfection rates, SLAs, QA) to high efficiency standards
Share in the accountability for a business level function team (logistics, quality, innovation, morale)
Accountable for achieving business goals
Prepare and deliver monthly metrics to your leaders
Execute flawless management of projects assigned
Identify trends, process gaps, propose and execute on process improvements

Benefits

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.

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