Work From Home Principal Agency Liaison Coordinator - Repo Operations

Work From Home Principal Agency Liaison Coordinator - Repo Operations

This role primarily acts as the point of contact for our external vendors. Responsible for managing, monitoring, tracking and resolving daily metrics and ensuring that the designated Service Level Agreements (SLAs) are met. A successful coordinator contributes to the efficiency, productivity and success of the team.

Participates in day-to-day processing functions of vendor operations and will perform a variety of responsibilities that include but are not limited to: recommending and implementing changes to new and/or existing processes or procedures, provide training to increase user understanding of policies and procedures and more.

• Provide training/presentations within the team and to the management team regarding daily functions, issue remediation efforts and other various topics.

• Work both independently and collaboratively through projects and day to day functions.

• Understand how vendor operations work and support the business with reporting.

• Understand the business goals and implement processes that support these goals.

• Interact with vendors to resolve sensitive business inquiries, escalated accounts, and systems-related issues.

• Respond promptly and professionally to external customers (vendor) regarding resolution of issues

• Establish and ensure compliance with departmental standards and processes to increase production and accommodate work volumes.

• Review and interpret laws and regulations for the purpose of managing the service provider

• Assist in the Vendor on-boarding process

• Assist with data gathering for monthly & annual business reviews

• Support and coordinate third party-related internal audits

• Monitor vendor adherence to contractual obligations

• Well-developed organizational skills

• Very Strong written and verbal communication skills

• Aptitude for analytical tasks and problem resolution

• Proficient in conducting meetings with vendors

• Detail-oriented and meticulous work ethic to avoid errors in work production

• 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

• Associates must maintain a minimum of 100 Mbps download / 10 Mbps upload speed from their internet provider

• To validate ISP speeds from a Chrome browser, go to , 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.

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.

• High School Diploma, GED, or equivalent certification

• At least 3 years of Customer service or Call Center experience

• At least 2 years of auto finance experience

• At least 1 year experience using Google Suite or Microsoft Office