Capital One Senior Associate, Process Management – Legal Customer Resiliency in McLean, Virginia

West Creek 2 (12072), United States of America, Richmond, Virginia

At Capital One, we’re building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We are succeeding because they are succeeding.

Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams. Together, we are on a quest to change banking for good.

Senior Associate, Process Management – Legal Customer Resiliency

The Team :

This process management role is part of the Legal Customer Resiliency (CR) Policy and Risk team at Capital One. The team leads policy development and supports risk events reporting and resolution for CR. The team is also the point of contact with internal and external partners for internal audit, regulatory exams, compliance assessments and other operational and risk evaluations. The team is focused on identifying opportunities to truly transform risk management within the Legal CR business.

Legal CR helps Capital One successfully lend to tens of millions of customers by influencing able, but not always willing, customers to resolve their debts. We provide Capital One Financial (COF) with financial resiliency during downturns and deliver >$100 MM incremental NPV annually. Legal is a large, complex operation with some unique risks to manage – including 40+ law firms across the country, each on their own systems, state and even specific jurisdiction laws and requirements, and high regulatory interest and scrutiny.

The Role :

Key functions include policies and procedures maintenance, process identification and standards, business continuity management, operational risk and control framework understanding, operational issue and event management, risk identification, assessment, mitigation and reporting. Experience in establishing risk-control frameworks and best practices in managing and updating effective policies and procedures is a plus. A successful candidate can help drive the implementation of various policy and control programs, proactively identify risk exposure in the business, and help CR Legal be well managed.

As a Senior Associate on the Policy and Risk team, the role requires excellent communication and interpersonal skills, the ability to work autonomously and identify areas of opportunity, and a desire to help the CR business prosper, while also adequately managing operational risk. Strong problem solving, integrative thinking, prioritization and communication skills are essential for role success. Additionally, building win-win partnerships with multiple business stakeholders and CR groups, while adapting to and managing change in a fast-paced, dynamic environment, are default essentials for this role.

Job Responsibilities:

Maintain formal process documents (e.g. procedures and diagrams), document processes and controls (creating reports, presentations, and diagrams) and support audit and regulatory reviews. Identify process and control improvement opportunities, incorporate within procedural documentation and implement them through collaboration with other groups such as business, risk and management functional; make final recommendations for approval on changes. Identify opportunities for control implementation or automation. Resolve complex problems and risk events, where expertise is required to interpret against policies, guidelines or processes; escalate breakdowns in the process by asking the right questions and identify / involve the right stakeholders to correct breakdowns. Collaborate on larger initiatives, including representing department on broader change control forums. Participate in cross-functional project teams, including projects driven by other parts of the organization. Present findings and status reports to senior leadership.

Basic Qualifications:

  • Bachelor’s Degree or military experience

  • At least 2 years of experience in consulting or at least 2 years experience in financial services risk, audit or regulatory

  • Proficient knowledge of Word, PowerPoint and Excel

Preferred Qualifications :

  • Bachelor’s Degree in Business Administration or Economics with a focus on operations

  • At least 2 Years of experience in Business Process Management, Operations, Internal/External Audit or Risk Management, Collections or Recovery experience

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