Alabang (96050), Philippines, Muntinlupa City, National Capital Region (Manila) Sr. Coordinator, Enterprise Payments Returns Summary: Items Processing: Ensure that the day-to-day check processing is completed accurately, meets the defined deadlines, and meets or exceeds established service levels. These roles are critical to Capital One Bank in the daily processing of checks. The primary functions for this role include verification of negotiability, account validation, customer notices, and meeting regulatory requirements daily, items processing and meeting regulatory requirements daily. Work Set up: Hybrid ; Night Shift Returns and Exceptions: Responsible for planning, organizing and exercising leadership around the coordination of workflow and process management related activities. This role will coordinate and monitor the daily workflow in accordance with policies and procedures while maintaining effectiveness and efficiency. Responsible for providing fellow team members and internal customers with guidance in handling difficult or complex problems and in resolving escalated complaints or disputes with minimal supervision. The Senior Coordinator will act as the main trainer for new functions and associates in the department. Adjustments: Responsible for day to day processing of check disbursement approvals partnering with internal departments, finding solutions to all check disbursement related issues. Our process includes working directly with other banks, fixing fed account outages, and direct customer facing errors with check deposits here at Capital One. The process will span across all Check Day 2 teams, to include: Adjustments, Exceptions and Payment Exceptions teams. Check Disbursements Operations Manages the processing and posting of Card Check Disbursements, Branded Book, Partnerships, and Capital One Auto accounts of eligible Capital One customers who can receive credit balance refunds, credit card reward redemptions, balance transfers, and other card disbursements from Capital One via paper check or electronically. General Responsibilities : Items Processing - Supports daily deposits and withdrawals made by Capital One Bank customers by proactively identifying and correcting errors, reviewing images and balancing files - Review deposited checks to verify negotiability, accuracy and completeness. - Perform research to apply transaction to the appropriate accounts in the case of misreads of missing information - Responsible for approval of customer and bank adjustment transactions - Follow instruction, execute tasks efficiently following procedures while meeting regulatory and customer experience requirements and also make effective independent decisions when necessary - Proactively identify operational and/or customer experience issues, appropriate management and awareness of escalated situations and auditing and reviewing others' work - Manage and respond to inquiries from various banks and other stakeholders - Other job-related duties that may be assigned from time to time Returns and Exceptions - Demonstrate strong communication skills by representing the department in meetings with various parties across the bank and vendors to resolve items/complex cases timely and accurately - Expected to maintain SME knowledge of processes and support production work to maintain workflow and meet established deadlines. - Identify procedural gaps and support initiatives to improve the process - Update procedures, process flows and job aids as needed - Schedule daily and weekly workflow for the team. - Assists with on-the-job learning for new associates - Other job-related duties that may be assigned from time to time Adjustments - Conduct research and monetary adjustments including resolving check transactions errors - Effectively manage case inventory to ensure timely processing and resolution of assigned items - Communicate/ correspond with branches, internal departments, vendors and external banks as necessary - Proactively identify and report quality and production issues - Ensure accuracy and efficiency in resolving check adjustments - Other responsibilities as assigned by management Check Disbursements Operations - Perform research and monetary adjustment transactions generated from internal and external sources - Managing case inventory effectively - Communicate/ correspond with branches, internal departments, external financial institutions, and the Federal Reserve as necessary. - Proactively identify operational and /or customer experience issues - Ensure accuracy and efficiency in resolving adjustment transaction - Interact with other departments and banks to find best solutions - Other responsibilities as assigned by management Basic Qualifications: - At least 1 year experience with Microsoft Office or Google Suite Preferred Qualifications: - At least 1 year of customer service or banking experience - Minimum of two (2) years experience handling financial accounts No agencies please. Capital One is an equal opportunity employer (EOE, including disability/vet) committed to non-discrimination in compliance with applicable federal, state, and local laws. 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).

• Answering incoming calls and inquiries from our customers, sales and account management to resolve customer questions and concerns • Deliver the best results by ensuring each order is executed flawlessly by providing accurate information and quality customer service • Researching customer inquiries utilizing company resources and document customer conversations, information, questions, corrective action/answers, and product orders in the tracking application • Resolving roadblocks by researching and working with other departments • Follow through on issues by placing outgoing calls to retrieve additional information or returning calls to offer information regarding resolution • Meeting individual customer service call volume and quality expectations • Acting as a liaison between client and various departments • Sharing standard methodologies with other customer service claim teams • Responding to client inquiries through phone or e-mail contact with customers and prospects about the company’s products or services • Participating in meeting team goals for service, quality and cost • Participating in and support company-wide initiatives such as continuous operational improvement in order to improve service, reduce costs, and improve quality • Mentor, advise and lead your team members in their journey to customer excellence • Lead by example, handling customer escalations with creative problem-solving • Raise the Bar with each and every customer interaction, delivering an amazing customer experience utilizing service excellence techniques • Consistently and respectfully Raise the Bar by identifying trends in customer concerns and escalating properly to leadership • Take responsibility to develop a deep knowledge of our product portfolio and a working knowledge of Operations business processes including order flows, manufacturing and shipping • Able to quickly validate pricing across customer programs, product promotions and extra charges • Able to identify and drive process improvements or make recommendations that improve the overall customer experience

• Drive operational excellence across call center operations • Manage and develop Team Leads; establish clear expectations • Analyze call center data to identify trends and gaps • Monitor and improve workflows to enhance efficiency • Own end-to-end onboarding process for new hires • Collaborate with Workforce Management on real-time management and forecasting

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