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Capital One Manager, Escrow & Payment Operations in Richmond, Virginia

West Creek 7 (12077), United States of America, Richmond, Virginia

Manager, Escrow & Payment Operations

Commercial Operations (CML Ops) is one of the largest divisions in the Commercial Bank, this team’s scope is horizontal across the bank and as such it supports numerous critical processes and transactions. By incubating innovative solutions and embracing technology, this team creates an unforgettable and unparalleled experience for our associates and clients.

Lead a team of 15 associates responsible for the day-to-day operations and continuous improvement of the Commercial Treasury Management Tenant Security family of products including the Specialty Checks, Escrow, IOLTA and Deposit Placement Fee products, as well as the Payables products (Controlled Disbursement, Vendor Payment Program, Account Reconciliation and Positive Pay).

Partner with the Line of Business, Treasury Management Consultants, Product Management, Tech, Product Operations and Risk Management to identify and implement solutions and capabilities to deliver an improved client experience, more efficient operational processes and reduce risk.

General Responsibilities :

  • Oversee the administration of the day to day fulfillment of:

  • Escrow products including account opening, closure, maintenance, tax documentation verification, money movement and reconciliation

  • Payables products including reconciliation preparation and fulfillment and check exception review.

  • Create and/or review work instructions and procedures. Partner with risk team to perform control testing and walk through

  • Perform and/or approve annual tax reporting of interest and backup withholding

  • In charge of general ledger review, research and reconciliation

  • Purchase Order creation, approval and managing vendor expense

  • Assist onboarding and servicing partners with complex product set-up and issue remediation

  • Oversee the production and fulfillment of cashiers checks either via our third party vendor or by the Escrow team

  • Create and update service level agreements and ensure they are met

  • Make recommendations on how to improve processes and create short and long-term plans to remediate manual processes or other inefficiencies

Other Responsibilities :

Process Management

  • Understand process performance through an overtime view of metrics and anomalies

  • Understand and own the client experience with process updates and changes

  • Learn and apply industry knowledge to improve our process

  • Lead direct reports in creating a culture focused on daily and monthly performance

  • Independently make connections to vision and create grounded recommendations

  • Analyze data and prepare reports for senior leadership

Project Management

  • Work backwards from a 6-12 month destination when serving as customers for strategic and improvement projects

  • Proactively provide clear, succinct updates to problems and progress using facts and data

  • Keep internal and external stakeholders (client, sales, service, operations, product) informed of status, risk and issues to delivery

Risk Management

  • Working knowledge and tracking of top controls, risks and events/issues

  • When complaints, problems and/or issues arise, work with partners driving to root cause and identifying sustainable, repeatable solutions

People Leadership

  • Hold direct reports accountable for having a development plan

  • Recruit and retain top talent fostering an environment of trust, collaboration, and belonging

  • Empower, develop, coach, and recognize team to reach personal, professional, and team goals

  • Stay connected and aware of team performance as it relates to people leadership, inclusion and engagement

Basic Qualifications :

  • Bachelor’s Degree or Military experience

  • At least 4 years of people leadership experience

  • At least 5 years of experience in Banking Operations

  • At least 2 years of Commercial Payments experience

Preferred Qualifications :

  • Prior client facing experience in a branch network environment

  • 2+ years process engineering experience

  • PMP, Lean, Agile or Six Sigma certification

  • Direct or indirect accounting experience

  • Escrow account structure knowledge

  • 2+ years tax reporting experience

  • 2+ years of Treasury Management operations experience

  • Experience leading, coaching and developing teams

  • Experience leading projects focused on delivering process improvement

  • 5+ years of people leadership experience

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

How our hybrid model works :

This role is hybrid meaning associates typically spend about half their time (2-3 days per week) in-person at one of our offices listed on this job posting. Monday and Fridays are enterprise- wide virtual work days . Tuesday, Wednesday and Thursday are in-person days for associates to spend time together working in our beautifully-designed team areas.


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 . 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

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).