Refinance Lien Perfection (RLP) Research Principal Coordinator

at  Capital One

Plano 5 (31065), United States of America, Plano, Texas
Refinance Lien Perfection (RLP) Research Principal Coordinator
As a RLP Research Principal Coordinator at Capital One, you will be part of a smart, talented team responsible for creating and enhancing processes that deliver excellence to your customer each and every time. The Principal Coordinator will play a key role in supporting the broader team in delivering processes that impact our ability to place COAF as lienholder on our title. The role will allow you to contribute immediately while learning best practices and working closely with peers and Leadership on process improvements.
We are looking for individuals who excel in a team environment, have strong communication skills, attention to detail, and the ability to adapt to change quickly.
Location: On-site North Plano, TX (Plano 5) This role is an essential position and requires on-site attendance. Not a hybrid role.
Schedule: Monday - Friday 8 am - 5 pm CST
Training Schedule: 8 - 12 weeks, Monday - Friday 8 am - 5 pm CST
All training is mandatory

PREFERRED QUALIFICATIONS:

• 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

Basic Qualifications:

• 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 Title

• 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
• Inbound and outbound escalation calls from customers, dealers, lenders and/or the state with the intention of resolving title issues and driving lien perfection
• Provide exceptional service to our Auto Loan Customers in a prompt and professional manner on the phone
• Identify trends and training needs to improve the customer experience
• Ability to handle high priority/high visibility situations fully and efficiently
• Comfortable working in a high-volume environment
• Effectively able to prioritize work and time with limited oversight
• Exhibit a high degree of professionalism and integrity in all communication
• Ability and desire to learn new concepts and adapt quickly to changes
• Contribute as a team player
• Provide resourceful and creative solutions to customer issues
• Demonstrate strong communication skills both written and verbal
• Coordinating individual tasks as part of a broader process initiative
• Collaborating within the team and across teams/departments
• Tracking and resolving process breakdowns
• Understanding customer’s needs of the process and driving process improvements
• Collaborate with cross-functional teams, particularly with command center teams, to build and update policies and procedures
• Communicates with managers and associates to drive customer experience based on observations.

Basic Qualifications:

• 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