Capital One Financial Services Work Values

Daily Duties at Capital One Financial Services:

Capital One Financial, 1997 – 2007, Capital One Auto Finance: Sr. Vendor Relationship Manager (2004-2007), Plano, TX - Establish outsourcing supplier relationships. Direct several Agency Managers. Negotiate contracts. Reduce COAF’s overall operating costs by establishing key performance drivers and holding vendors accountable to meet or exceed specified goals and targets. •Acts as the primary contact to manage the relationship between COAF call center outsourcing partners and COAF internal collections and servicing functions •Responsible for KPI and overall performance of all the call center vendors •Responsible for providing ongoing management and leadership oversight for outsourced call centers contracted by COAF. •Monitors budget and expenses related to outsourced call centers. •Facilitates regular operations meeting and process reviews •Manages and resolves issues performance issues •Proactively reviews operations metrics and allocations and escalates issues appropriately •Anticipates and identify tasks required to support change processing, including performing change impact analysis, assigning tasks to team members, verbally communicating complex issues, verifying that tasks are completed and communicating implementation status. •Lead a team of 7-10 Vendor Managers •Monitor and ensure that all outsourcing partners are adhering to COAF’s Policies and Procedures and are in compliance on all audit controls Capital One Auto Finance: Risk Operations Manager (2001-2004), Tampa, FL - Direct 175 employees and manage $7M budget. Oversee day-to-day operations of department. Lead Mid and Late Stage Collections Dept. Decrease delinquencies by crafting aggressive strategies for all stages of collections. Responsible for building and sustaining relationships with outsourcing vendors domestically and internationally and assessing and mitigating risks. •Responsible for managing personnel, operations and service activities of the Loan Servicing and Collections Departments, in accordance with COAF’s Policies and Procedures. •Supervise all loan functions in Loan Servicing and Collections Departments. •Maintain proper staff schedule to ensure good member service. •Work on projects related to Loan Servicing and Collections Departments. •Prepare employee performance evaluations for direct reports as well as review and approve subordinate reviews. •Knowledgeable in all support systems and technologies, enabling safe and sound operations in Loan Servicing and Collections Departments. •Approve loan modification requests, workouts and related functions. •Serves as subject matter expert in Loan Servicing and Collections activities. •Review reports prepared by subordinate department staff for Loan Servicing Department and Collections Department, for presentation to Sr. Management and Board. •Sign off on required adjustments and corrections, including corrections to Credit Bureau. Lead a Team of 5-7 Unit Managers America One Communications (Capital One): Retention Manager (1999-2001), Tampa, FL - Supervised 100 employees. Promoted to lead and launch operations for retention department with primary goals of increasing profitability and enhancing customer retention. Increased customer retention by 40% in only 1 year of commencement. America One Communications (Capital One): Inbound Sales Manager (1997-1999), Richmond, VA - Lead inside Sales Team of 80 assoc. to sell wireless service. Increased sales by 120% from year 1 to year 2. Recognized as the top producing team for Cap One’s new business growth. Promoted to lead and be part of AmOne’s launch in Tampa, FL. •Manage front line 5-7 frontline Supervisors Teams who will interact with prospects and customers over the telephone to sell AM1’s cell phone products. •Achieve monthly quota as assigned to teams. •Work with Director of Inside Sales to improve established daily, weekly and monthly sales metrics reporting and facilitate the education and use of these reports with the Supervisors •Provide consistent training and skills reinforcement with Supervisors and Inbound Sales Team •Lead a team of 5-7 frontline Retention Supervisors •Responsible for achieving all Retention KPIs and lowering AM1s customer attrition •Responsible for preparing and delivering performance updates to the Sr. Leadership Team •Motivate and drive performance from all frontline assoc. and supervisors.

What they like about Capital One Financial Services:

Organizations with strong, centralized leadership are particularly attractive to you. You require a work environment with leadership that aggressively seeks to expand and grow the business and does so in a visible and decisive manner. In general you prefer to work in an environment in which there is a strong link between leadership, its actions, and a strong set of company-wide values.

Tags

Executive Management, Operations, Contact Centers, Vendor Management, Outsourcing, Stratrgic Planning, P and L, Collections, Financial Analysis, Risk Management, Retention, Customer Service

Skills

Financial Analysis, Call Center Leadership, Collections, Outsourcing, Process Management, Change Management, Budgeting, Strategic Planning, Executive Leadership, Customer Service, Policy Development , KPI Management, P and L, Vendor Management, Consulting

These are some of the questions we asked our climbers about their experiences with Capital One Financial Services: