Refinance Lien Perfection (RLP) Research Principal Coordinator - Essential Onsite

Refinance Lien Perfection (RLP) Research Principal Coordinator - Essential Onsite

• 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

• High School Diploma, GED, or equivalent certification
• At least 3 years of Customer Service or Call Center experience
• At least 2 years using Microsoft Office or Google Suite
• At least 2 years of Auto Finance experience or Department of Motor Vehicle experience or Titles experience

• 401k matching
• Health insurance
• Flight privileges

Capital One