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Capital One · 1 month ago

Work from Home - Zelle Process Manager, Sr. Associate

United States

Full-time

Remote

Mid Level

$78K/yr - $90K/yr

3+ years exp

Capital One is seeking an experienced process manager for their Enterprise Consumer Payment Operations team. The role involves managing inbound and outbound Zelle payments, collaborating with various teams to improve processes, and addressing customer complaints while ensuring compliance with industry standards.

BankingCredit CardsFinanceFinancial Services

Comp. & Benefits

No H1B

Responsibilities

Effectively lead the operational, process and vendor manage for inbound and outbound Zelle payments

Partner with internal associates who monitor/action General Ledger outages and potential duplicate payments and drive root cause analysis

Regularly engage with internal partner teams and Early Warning Systems (Zelle vendor) to triage process breakdowns and implement process improvements

Research and analyze customer complaints related to Zelle, looking for common themes that may be attributed to the vendor or the Capital One process

Monitor social media for potential Zelle outages or issues with the Capital One process

Package complaints, social media input and internal findings to partner teams to effect change

Ability and willingness to serve as a backup for other processes within ECPO (e.g. inbound and outbound bill payments)

Working knowledge of consumer to consumer payments, practices, processes and technologies

Focus on continuous self development

Build a highly engaged and inclusive culture across operational boundaries

Build relationships and effectively influence Business Partners (e.g., Enterprise Payments Risk Office, Process Management and other horizontal stakeholders within Capital One Bank) to define and drive process improvements, and partner effectively across other lines of business (e.g. Credit Card, Consumer Bank, Technology etc.)

Collaborate to deliver on requirements of industry/regulation standards to critical business processes, including adherence to guidelines and standards that are compliant to Capital One Bank’s governance framework

Facilitate meetings with stakeholders within assigned processes, risk partners and external stakeholders

Prior experience in a regulated banking environment

Effective negotiation and influencing skills, including strong written and verbal communication skills

Demonstrated ability to translate enterprise strategies to business specific initiatives

Qualification

Process ManagementPayments ExperienceProject ManagementRisk ManagementOperations ExperienceInfluencing SkillsCommunication SkillsProblem-Solving SkillsNegotiation Skills