Job Description

Locations: US Remote, United States of America

Senior Associate, Process Management - Work from Home

Every year millions of properties and accounts with financial institutions become unclaimed because of a lack of activity or contact with the owner. Examples of such properties include checking or saving accounts that are inactive, checks that are not cashed, safety deposit boxes that are dormant, etc. State laws stipulate the transfer of unclaimed properties to state unclaimed property departments, which then become custodians of the property until the property owner steps forward to claim them. Anyone can locate their unclaimed properties for free on

Our team’s mission is simple - we attempt to engage customers that have unclaimed properties or otherwise transfer the ownership of those properties to the state for safekeeping. This is an important mission that not only ensures Capital One delivers on its regulatory obligations but also safeguards our customers’ interests.

This role on Capital One’s Abandoned Property team is responsible for collaborating with all lines of business at Capital One to ensure that their unclaimed properties are timely and accurately identified and input to downstream processes owned by this team. The role entails developing strong relationships with upstream partners, managing the processes for intake of unclaimed properties and leading a team of associates performing critical tasks in this process. 

Key Responsibilities:

• Collaborate with partners from all lines of business to ensure unclaimed properties are accurately identified and input into the unclaimed property system of record. 

• Implement controls to detect issues and defects at intake such as data quality, late submissions, etc. Research discrepancies between unclaimed properties and funds transferred for those properties.

• Provide oversight and support to lines of business, engage partners to improve end-to-end process performance and track breakdowns in upstream processes. 

• Develop metrics and dashboards, conduct periodic process performance reviews and communicate results to partners highlighting trends, concerns and risks.

• Drive periodic attestation of line of business process and control environment from the line of business accountable executives.

• Own process to issue payments for unclaimed properties claimed by customers.

• Develop and maintain process documents including onboarding materials, procedures, job aids and process flow diagrams.

• Develop subject matter awareness of unclaimed property regulations and Capital One’s policies and processes for delivering on regulations. 

• Collaborate with team members on crucial production or project work such as filing unclaimed property reports, driving the team's well-managed agenda, etc.

• Work collaboratively with peers in the function to create a "one team" environment. Maintain high level engagement in an ever changing environment. 

• Demonstrate behaviors from the Include-Empower-Inspire model to develop associates and lead a highly engaged team.

Characteristics to succeed in this role:

• Building and maintaining great relationships with an extended network of partners.

• Leveraging analysis, data, and process management to solve complex problems and build outstanding operations solutions.

• Organizing existing work effectively and remain focused on key priorities and results

• Having a personal development plan and actively networking while elevating others to accomplish their goals.

Basic Qualifications: 

• High School Diploma, GED, or equivalent certification

• At least 2 years of process management or risk management experience

• At least 2 years of people leadership experience

Preferred Qualifications: 

• Bachelor's Degree or military experience

• At least 4 years of people leadership experience

• At least 2 years of experience in bank operations

• Business Process Management (BPM) or equivalent certification

Work from Home Technology Requirements

• 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

  • ISP download speeds on VPN must be at least 5Mbps, 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

Capital One reserves the right to request proof of internet provider, speed and 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.

Work from Home Location Requirements

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. 

At this time, Capital One will not sponsor a new applicant for employment authorization for this position.

The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.

Remote (Regardless of Location): $74,000 - $84,400 for Sr. Process Manager

Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate’s offer letter.

This role is also eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). Incentives could be discretionary or non discretionary depending on the plan.

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 Capital One Careers website . Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.

This role is expected to accept applications for a minimum of 5 business days.

No agencies please. Capital One is an equal opportunity employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex (including pregnancy, childbirth or related medical conditions), race, color, age, national origin, religion, disability, genetic information, marital status, sexual orientation, gender identity, gender reassignment, citizenship, immigration status, protected veteran status, or any other basis prohibited under applicable federal, state or local law. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City’s Fair Chance Act; Philadelphia’s Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.

If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at RecruitingAccommodation@capitalone.com . All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

For technical support or questions about Capital One's recruiting process, please send an email to Careers@capitalone.com

Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.

Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).

Job Tags

Full time, Part time, Local area, Remote job, Home office,

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