Operations Associate - Commercial Loan Servicer

* Perform high volume, complex monetary and non-monetary transactions on Commercial Loans ensuring service levels are met in terms of timeliness, accuracy, quality and customer service.
* Ability to work both independently and collaboratively through projects and day to day functions.
* Utilize lessons learned and previous experience to perform complex research and adjustments to loan system data.
* Facilitates teamwork and continuity.
* Solid knowledge required for the role and pursues new knowledge proactively.
* Positively accepts change and engages productively with team and relevant stakeholders.
* Communicate with lines of business partners and other managers regarding loan transactions and exceptions.
* Manage a portfolio of active credit facilities as the Loan Operations Servicer for a variety of Bilateral loans for the Commercial Corporate Banking line of business
* Process loan requests (disbursements, pay downs, payments, etc.); interest and exchange rate fixing, interest and fee calculations, billing and liquidations
* Communicate directly with Customers for all loan related requests (ie. resolving and expediting inquiries, discrepancies, and other special requests)
* Strong written and verbal communication skills are required on a daily basis to maintain and provide customers with a consistent high level of service
* Coordinate loan trading activity, including settlement coordination, obtaining required consents, and updating/maintaining the loan register
* Work closely with respective business units and other internal partners to align needs and provide support as needed
* Manage all exception and maintenance reporting for cash breaks analysis, reconciliations of interest, fees etc.
* Complete comprehensive testing of system enhancements
* Review of, and extraction from, legal documents for compliance, interpretation and operational viability and support
* Develop, design, and implement inter-departmental controls and risk reducing processes with the primary goal of maintaining accurate books and records
* Prepare and submit periodic (daily and above) departmental and team reports and metrics
* Establish and maintain Customer Satisfaction as the singular priority
* Manage multiple workflow tools including Gmail, Salesforce, Customer Hotline
** Work from Home Technology Requirements:
*** A secure home office environment that is free from background noise and distractions
* A reliable private internet connection that is not supplied via cellular data or hotspot   + A private network that is password protected where you have ownership or line of sight to every device on the network  + Internet service must be provided by Cable or fiber Internet Service Provides (ISP)  + Hotspots and satellite services are prohibited and do not meet performance criteria required for optimal agent/customer interactions  + ISP download speeds on VPN must be at least 5

Mbps, with 10+ Mbps preferred  + 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
** Work from Home Living Requirements**:
****** Basic Qualifications**:
***** High School Diploma, GED or equivalent certification
* At least 1 year of experience in Banking Operations
* At least 1 year of experience with Microsoft Office (Outlook, Excel, Word, PowerPoint) or Google Suite (Sheets, Slides, Docs)
** Preferred Qualifications**:
***** Bachelor's Degree or military experience
* 2+ years of systems experience in ACBS
* 2+ years of systems experience in Salesforce
* 2+ years of experience with Microsoft Office (Outlook, Excel, Word, PowerPoint) or Google Suite (Sheets, Slides, Docs)
* 2+ years of Bilateral Loan Closing or Bilateral Loan Servicing experience
* 2+ years of experience in Commercial Banking Operations Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the . Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.
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