Set Up Channel VIP Ops Specialist Team Lead

Set Up Channel VIP Ops Specialist Team Lead - Essential Onsite

As a VIP Ops Specialist Team Lead at Capital One, you support, develop, motivate and strive to exceed standards of customer service and experience. You will be the subject matter expert that helps support leadership coaching and development of associates in a back office environment to improve productivity, efficiency and effectiveness while assisting with managing day to day operations. You will cross collaborate with other Operation, Product, and Process teams to drive business initiatives and projects within auto lien perfection. You will communicate - verbally and written - with various leaders explaining complex processes, analyzing business results, and influencing change within the team and department. You must bring the energy as you will serve as a liaison between associates and managers to help drive associate engagement and increase department morale. You will assist with the creation and management of department reporting with your advanced knowledge of v-lookups, queries, and much more

Responsibilities:

• Handle Inbound and outbound calls from customers, dealers, lenders and/or the state with the intention of resolving title issues

• Accountable for achieving business goals

• Prepare and deliver monthly metrics to your leaders

• 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)

• Execute flawless management of projects assigned

• Ensure timely administrative responsibilities of workload distribution, volume monitoring,  reports, meeting recaps, etc.

• Assists with daily call center operations and floor coverage

•  Coordinates daily workflow of the department and directs work of others.

• Assists with escalated customer issues or complex calls and troubleshoot

• Regularly trains, coaches, develops and mentors other associates in the department

• Coaches and develops associates in call center environment to improve productivity

Location: On-site Plano, TX (Plano 5) This role is an essential position and requires on-site attendance. 

Schedule: Monday - Friday 8 am - 5 pm CST
 

Basic Qualifications:

• High School Diploma, GED or Equivalent Certification

• At least 2 years experience in coaching or mentoring associates or people leadership

• At least 2 years of experience using MS Office or Google Suite

• At least 2 years of auto finance experience

• At least 3 years of Customer Service or Call Center Experience

Preferred Qualifications:

• At least 3 years experience in an auto titling office (i.e.Department of Motor Vehicles) or auto loan originations or auto finance or auto refinance experience

• At least 3 years of experience with Microsoft Excel or Google Sheets (i.e. queries, vlookup, etc.)

• At least 4 years of experience in coaching or mentoring associates

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.

Plano, TX: $64,700 - $73,900 for Ops Specialist

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.

Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at theCapital One Careers website. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.

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]

Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.

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).