Agency Operations Associate - Real Estate Tax & Escrow Analysis

About this role

Agency Operations Associate - Real Estate Tax & Escrow Analysis

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 and 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. The Real Estate Tax & Escrow Associate is responsible for safeguarding the firm’s collateral by ensuring accurate and timely management of property tax obligations and escrow accounts within the Agency Finance servicing portfolio. This role requires a balance of operational discipline—processing payments, managing delinquencies, and conducting escrow analyses—and strategic process improvement. The ideal candidate will serve as a subject matter expert, liaison between internal teams and tax vendors, and a driver of operational efficiency through automation and data integrity.

Responsibilities: • Tax Payment Administration: Monitor tax payment due dates and facilitate timely payments for both escrowed and non-escrowed loans. Interface directly with third-party Tax Services to ensure accurate and compliant property tax monitoring. • Delinquency & Exception Handling: Actively manage delinquent tax reports and tax lien sale lists. Research tax discrepancies, engage with taxing authorities/agencies, and work directly with borrowers to remediate delinquencies prior to tax sales.

• Data Integrity & Systems Oversight: Maintain accurate tax records in the system of record (Strategy) and tax platforms (TaxQ). Perform routine reconciliations between systems to ensure accurate reporting for investors and regulators.

• Audit Support: Gather documentation and provide subject matter expertise during internal and external audits. Ensure all tax payment documentation meets investor and regulatory standards.

• Escrow Analysis & Administration • Analysis Execution: Manage the monthly and annual Escrow Analysis process. This includes generating populations, assigning reviews, and validating the accuracy of escrow analysis letters/statements before issuance to borrowers.

• Disbursement & Monitoring: Process surplus disbursement requests and manage paid-off loan monitoring. Ensure that escrow accounts are properly funded to meet future tax and insurance liabilities, adjusting monthly deposits as necessary to satisfy investor guidelines.

• Borrower Communication: Serve as a primary point of contact for borrower inquiries related to escrow analysis, tax payments, and property tax information. Effectively explain complex escrow scenarios to internal and external stakeholders.

• Collaborate across the Agency Finance platform to provide consistent excellence in customer service

• 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.)

• Assist and coordinate on various projects, including technology-based, data integrity, remediation, and efficiency-enhancing

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: $66,700 - $76,100 for Agency Ops Associate   McLean, VA: $73,300 - $83,700 for Agency Ops Associate  

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