Recruiting: US Remote, United States of America

KYC Operations Coach, Sr. Associate - Work from Home

Job Description

As a Sr. Associate for the Small Business Bank Know Your Customer team, you will lead a team of front line associates who are responsible for gathering information from customers and/or public data such as LexisNexis to meet AML requirements for the consumer bank. The ideal candidate will have a working knowledge of AML regulations, be able to adapt in a fast paced, ever changing environment, mitigate/remediate regulatory risk, execute against operational strategies, and continue to adapt the process to meet the digital first agenda. This role requires a self-starting individual with strong communication, analytical and problem-solving skills, the ability to maintain the process across lines of business to execute in a well managed way as well as proven leadership skills to drive an engaged, empowered team.

Responsibilities:

• Ensure all SLAs are met with a focus on meeting regulatory requirements

• Manage multiple deliverables and deadlines appropriately

• Identify, develop and implement process improvements

• Manage QA errors through associate coaching or process improvements

• Handle customer escalations

• Maintain an effective relationship with AML partners

• Provide continuous feedback and coaching to improve and maintain high quality customer experience, effectiveness and efficiency metrics

• Support team engagement and morale through our include, empower, and inspire program

• Compile and analyze performance metrics and keep senior leadership informed of performance and trends

• Potential SME on all processes including upstream and downstream inputs and outputs

• Motivate and develop associates and help them achieve their career aspirations

• Special Projects- design, plan, partner with other teams, and own execution

Work from Home Technology Requirements

• Secure home office environment that is free from background noise and distractions

• Reliable private internet connection that is not supplied via cellular data or hotspot is required

  • A private network that is password protected where you have ownership or line of site sight to every device on the network

  • Internet service must be provided by Cable or Fiber Internet Service Providers (ISP)

  • Hotspots and satellite services are prohibited and do not meet performance criteria required for optimal agent/customer interactions

  • ISP download speeds on VPN must be at least 5Mbps, with 10+ Mbps preferred 

  • To validate ISP speeds from a Chrome browser, go to www.google.com, type Speed Test and run from the Google landing page 

• Both Hardwire and WiFi internet connections are acceptable as long as speed and security requirements are met

Capital One reserves the right to request proof of internet provider, speed and service package from the associate. Requirements are subject to change, as new systems and technology is delivered. Capital One reserves the right to modify internet service requirements with sixty (60) days notice. Internet Service Provider specs can change by provider and location within the US. If you are experiencing consistent issues with internet stability Capital One reserves the right to ask the agent to upgrade internet service to ensure a good customer experience.

Work from Home Location Requirements

This role is 100% work from home. We are unable to consider applicants who do not meet the required Capital One Work at Home compatible internet access or who live in the states of California, Hawaii, or US territories. Work from home U.S. based associates are not permitted to work internationally, outside of the continental United States (i.e. Hawaii or U.S. Territories), or California.

Department Hours: Monday - Friday 8:00am - 5:00pm ET

Basic Qualifications:

• High School Diploma, GED, or equivalent certification 

• At least 3 years of banking experience

Preferred Qualifications:  

• At least 5 years of banking experience

• At least 3 years of people leadership experience

• At least 2 years of experience in Anti-Money Laundering (AML)

• At least 1 year of experience with Lean, Agile, Six Sigma, or Business Process Management

• Project Management Certification

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.

Remote (Regardless of Location): $74,000 - $84,400 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.This role is expected to accept applications for a minimum of 5 business days.No agencies please. Capital One is an equal opportunity employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex (including pregnancy, childbirth or related medical conditions), race, color, age, national origin, religion, disability, genetic information, marital status, sexual orientation, gender identity, gender reassignment, citizenship, immigration status, protected veteran status, or any other basis prohibited under applicable federal, state or local law. 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 [email protected]. 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 [email protected]

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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).