Agency Operations Associate - Investor Reporting and Payoffs

Agency Operations Associate - Investor Reporting and Payoffs

Are you looking for a challenging role that includes the convenience of working virtually at home? Then a Capital One Commercial Ops role may be the role for you! You must be within 50 miles driving distance from our Capital One hub location in McLean, Va or Charlotte, NC.

Multifamily Loan Servicing is a division of the Capital One Commercial Bank, this team supports numerous critical processes and transactions. By cultivating innovative solutions and embracing technology, this team creates an unforgettable and unparalleled experience for our associates and customers. One of the most impactful groups in the Loan Servicing team is the Investor Reporting & Payoffs team. The Multifamily Investor Reporting & Payoffs team supports a total loan portfolio of $53BN and provides ongoing support for the life of the loan. The organization focuses on delivering scale and efficiency, mitigating operational risk, providing a smooth customer experience and enabling talented associates to excel.

Responsibilities:

• Maintain & encourage positive relationship/partnership with the GSEs, HUD and Ginnie Mae
• Collaborate across the Agency Finance platform to provide consistent excellence in customer service
• Assist in initial and ongoing review of departmental procedures
• Provide strong support and partnership across all of Agency Finance
• Audit support and coordination across Agency Finance on a variety of audits (internal, investor, regulatory, etc.)
• Coordination and collaboration of annual/periodic investor reporting requirements to GSEs, HUD/Ginnie Mae and Master Servicers to ensure compliance
• Assist and coordinate on various projects, including technology-based, data integrity, remediation, and efficiency-enhancing
• Manage the preparation, review, and distribution of investor remittances for the multifamily commercial real estate portfolios
• Serve as a primary point of contact for investor inquiries and requests. Communicate effectively with investors, stakeholders, and internal teams to address queries and provide timely updates on investor remittance and reporting
• Ensure compliance with regulatory requirements and industry standards relevant to multifamily commercial real estate reporting
• Accurately log and process loan payoff requests, ensuring all necessary details are included
• Communicate with customers, internal teams, and external stakeholders to address payoff inquiries and resolve any issues that may arise
• Microsoft Word/Excel/PowerPoint proficient; G-suite experience a plus

Work from Home Technology Requirements:

• A secure home office environment that is free from background noise and distractions
• A reliable private internet connection that is not supplied via cellular data or hotspot
  
  
  • A private network that is password protected where you have ownership or line of sight to every device on the network
  • Internet service must be provided by Cable or fiber Internet Service Provides (ISP)
  • Hotspots and satellite services are prohibited and do not meet performance criteria required for optimal agent/customer interactions
  • ISP download speeds on VPN must be at least 5Mbps, with 10+ Mbps preferred
  • To validate ISP speeds from a Chrome browser, go to www.google.com, type Speed Test and run from the Google landing page
• Both Hardwire and WiFi internet connections are acceptable as long as speed and security requirements are met

Capital One reserves the right to request proof of internet provider, speed and service package from the associate. Requirements are subject to change, as new systems and technology are delivered. Capital One reserves the right to modify internet service requirements with sixty (60) days notice. Internet Service Provider specs can change by provider and location within the US. If you are experiencing consistent issues with internet stability Capital One reserves the right to ask the agent to upgrade internet service to ensure a good customer experience.

Work from Home Living Requirements:

• Candidates must live within approximately 50 miles of one of the hub locations based in 22102 or 28203 and be comfortable coming in person whenever required with no less than 24 hours notice.

Basic Qualifications:

• Bachelor's Degree or Military Experience
• At least 1 year of experience in financial services

Preferred Qualifications:

• 2+ years of experience in commercial bank operations, loan servicing, risk, compliance or Government Sponsored Entities (GSE)

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

#CommOps

The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.

Charlotte, NC: $64,700 - $73,900 for Agency Ops Associate

McLean, VA: $71,200 - $81,300 for Agency Ops Associate

Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate's offer letter.

This role is also eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). Incentives could be discretionary or non discretionary depending on the plan.

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 (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).

Client-provided location(s): Charlotte, NC, McLean, VA

Job ID: capital-R225894

Employment Type: FULL_TIME

Posted: 2025-09-17T19:26:21