Why Join Our Visionary Payments Team?
At Capital One, we believe that every transaction is an opportunity to delight a customer, empower an associate, and shape the future of financial services. Our Enterprise Payments division is one of the largest and most influential arms of the Retail Bank, delivering seamless, secure, and innovative payment experiences across the nation. As the banking landscape accelerates toward digital‑first solutions, the Enterprise Payments Operations team stands at the forefront of this transformation—fueling efficiency, championing compliance, and driving continuous improvement.
We are seeking a highly motivated, detail‑oriented professional to join our remote workforce as a Principal ACH Disputes Coordinator. In this role, you will be the critical liaison between our customers, internal teams, and regulatory bodies, ensuring that every ACH dispute is resolved accurately, promptly, and with a focus on delivering an exceptional experience. If you thrive in fast‑paced environments, love solving complex problems, and are eager to make a tangible impact on the way millions of dollars move through the financial system each day, this is the opportunity for you.
Key Responsibilities – What You’ll Do Every Day
- Dispute Management & Resolution: Review, investigate, and adjudicate 50‑75 ACH dispute claims per day, ensuring each case meets compliance standards and internal service level agreements.
- Quality Assurance: Apply meticulous attention to detail to prevent processing errors, verify documentation, and maintain the integrity of claim data throughout the lifecycle.
- Collaboration & Problem Solving: Partner closely with team leads, fraud analysts, and technology partners to troubleshoot complex claim scenarios, escalating issues when necessary and driving root‑cause analysis.
- Process Optimization: Contribute to continuous‑improvement initiatives by identifying bottlenecks, proposing automation opportunities, and refining standard operating procedures to boost efficiency and accuracy.
- Metrics & Performance: Meet and exceed daily processing metrics, including claim volume, turnaround time, and accuracy thresholds; actively monitor dashboards and provide status updates to leadership.
- Cross‑Functional Support: Assist other payment processing streams (e.g., wire transfers, debit card settlements) during peak periods or system upgrades, showcasing versatility and teamwork.
- Regulatory Compliance: Stay current on ACH rules, NACHA regulations, and federal guidelines; ensure all dispute handling adheres to legal requirements and internal risk policies.
- Customer Communication: Draft clear, professional communications for internal and external stakeholders, explaining dispute outcomes and next steps in a customer‑centric manner.
- Training & Knowledge Sharing: Mentor junior coordinators, create knowledge‑base articles, and lead short‑form training sessions to disseminate best practices across the remote team.
Essential Qualifications – The Foundations You Bring
- Education: High school diploma, GED, or equivalent; additional certifications in finance, compliance, or operations are a plus.
- Experience: Minimum of 1 year in banking, financial services, or payment processing environments, with demonstrable exposure to ACH transactions.
- Claims Handling: Proven ability to manage high‑volume claim workflows, including investigation, documentation, and final resolution.
- Technical Proficiency: Comfortable using enterprise‑level transaction processing platforms, spreadsheets, and ticketing systems; aptitude for quickly learning new software tools.
- Communication Skills: Strong written and verbal communication, capable of articulating complex issues to both technical and non‑technical audiences.
- Attention to Detail: Exceptional accuracy in data entry and document verification, essential for compliance and risk mitigation.
- Time Management: Ability to prioritize tasks effectively, manage competing deadlines, and maintain productivity while working remotely.
Preferred Qualifications – What Will Set You Apart
- At least 1 year of direct experience managing ACH dispute claims within a high‑pace environment.
- Hands‑on experience with NACHA file formats, Return Reason Codes, and settlement reconciliation.
- Familiarity with process‑automation tools (e.g., RPA, workflow engines) and data analytics platforms.
- Professional certifications such as Certified Payments Professional (CPP) or Anti‑Money Laundering (AML) credentials.
- Previous remote work experience, demonstrating self‑discipline, secure home‑office setup, and effective virtual collaboration.
Core Skills & Competencies – The DNA of Success
- Analytical Mindset: Ability to dissect transaction data, identify discrepancies, and develop logical solutions.
- Customer‑Centric Focus: Always consider the end‑user impact; strive to resolve disputes in a manner that preserves trust and satisfaction.
- Collaboration & Influence: Build strong relationships with cross‑functional partners, influencing decisions without direct authority.
- Adaptability: Thrive in a dynamic environment where regulatory changes, technology upgrades, and business priorities evolve rapidly.
- Integrity & Confidentiality: Handle sensitive financial data with the utmost discretion and ethical standards.
- Technical Acumen: Comfort with wired internet connections, secure VPN access, and performance metrics for voice latency (≤250 ms).
- Problem‑Solving: Proactively identify root causes, propose corrective actions, and implement sustainable fixes.
Remote Work Technology Requirements – Your Home‑Office Essentials
Success in this role requires a stable, secure, and high‑performing remote workspace. Candidates must meet the following minimum technical standards:
- Dedicated, quiet work area free from background noise and interruptions.
- Hard‑wired broadband connection (cable or fiber preferred) with a minimum download speed of 5 Mbps (10 Mbps+ ideal).
- Latency ≤250 ms for voice communications; ability to test via speedtest.net.
- Secure Wi‑Fi (WPA2‑PSK AES) if wireless is used; password‑protected private network.
- Willingness to share proof of internet service provider, speed, and plan with Capital One if requested.
- Compliance with Capital One’s evolving remote‑work policy, with a 60‑day notice for any changes.
Note: Candidates residing in California, Hawaii, or U.S. territories are not eligible due to current remote‑work policy constraints.
Career Growth & Learning Opportunities
At Capital One, your development is as important as the work you deliver. As a Principal ACH Disputes Coordinator, you will gain exposure to:
- Advanced Payment Systems: Deepen expertise in ACH networks, emerging real‑time payment rails, and fintech integrations.
- Leadership Pathways: Potential to advance into supervisory or managerial roles within Enterprise Payments Operations, overseeing larger teams and strategic initiatives.
- Continuous Learning: Access to internal learning portals, industry certifications, webinars, and mentorship programs designed to sharpen both technical and soft skills.
- Cross‑Functional Rotations: Opportunities to spend time in fraud detection, risk management, product development, or technology teams, broadening your business acumen.
- Innovation Projects: Participate in pilot programs that leverage AI, machine learning, and automation to reshape dispute processing.
Company Culture & Work Environment
We foster a culture that celebrates diversity, creativity, and a relentless focus on customer outcomes. As a remote team member, you will enjoy:
- Inclusive Community: Virtual employee resource groups, regular team‑wide town halls, and culture‑building activities that keep remote staff connected.
- Flexibility: Core working hours of 8:30 AM – 7:00 PM EST, with flexibility to accommodate different time zones within the U.S.
- Well‑Being Programs: Health and wellness stipends, mental‑health resources, and ergonomic home‑office allowances.
- Recognition & Rewards: Performance‑based bonuses, peer‑to‑peer recognition platforms, and celebration of milestone achievements.
- Technology‑Forward Mindset: Embrace cutting‑edge tools for collaboration (e.g., Teams, Slack, Confluence) and data analytics, keeping you at the forefront of digital banking.
Compensation, Perks & Benefits – What We Offer
While exact compensation varies by location, successful candidates can expect a competitive salary range of $56,800 – $64,800 annually for the Principal Operations Production Coordinator level, commensurate with experience and performance. In addition to base pay, we provide a comprehensive benefits package designed to support your total well‑being:
- Health & Wellness: Medical, dental, vision plans; health savings account (HSA) options; telehealth services.
- Financial Security: 401(k) matching, employee stock purchase plan (ESPP), life insurance, short‑ and long‑term disability coverage.
- Paid Time Off: Generous vacation accrual, paid holidays, and parental leave policies.
- Learning & Development: Tuition reimbursement, certification exam fees, and access to internal training libraries.
- Remote‑Work Support: Home‑office stipend for equipment, high‑speed internet subsidies, and ergonomic assessments.
- Employee Assistance: Confidential counseling, legal services, and financial planning resources.
All benefits are subject to eligibility criteria based on full‑time/part‑time status, exempt / non‑exempt classification, and local regulations.
Application Process – Next Steps
We value each applicant’s time and aim for a transparent, streamlined hiring experience. The process typically includes:
- Online Application: Submit your resume and a brief cover letter highlighting relevant ACH dispute experience.
- Phone Screening: A 20‑minute conversation with a recruiter to discuss your background, motivations, and remote‑work setup.
- Technical/Behavioral Interview: Deep‑dive into claim handling scenarios, problem‑solving abilities, and cultural fit.
- Final Assessment: May include a case study or simulation of a dispute‑resolution workflow.
- Offer & Onboarding: Receive a formal offer, complete background checks, and begin a comprehensive onboarding program tailored for remote hires.
Commitment to Diversity, Equity & Inclusion
Capital One is an equal‑opportunity employer. We celebrate the unique perspectives each individual brings and are dedicated to building a workforce that reflects the communities we serve. Applicants will be considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other legally protected characteristic.
Ready to Make an Impact?
If you are passionate about payments, thrive in a remote environment, and are eager to contribute to a high‑performing team that values innovation and integrity, we want to hear from you. Even if you don’t meet every qualification, apply today—great talent often comes from unexpected places, and we are excited to explore what you can bring to Capital One.
Take the next step in your career. Click the link below to submit your application and join a forward‑thinking organization that puts people first.
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