Product Support & Resolution Principal Ops Coordinator

This is a fully remote position, open to applicants in Texas.

📋 Description

• Provide comprehensive billing support from start to finish.

• Deliver thorough Dealer Navigator and product assistance through both inbound and outbound calls and chat.

• Implement effective onboarding and service strategies across all types of cases and tasks, utilizing available resources and procedures.

• Build and nurture relationships with EDS vendors, web hosts, and inventory aggregators.

• Organize daily tasks with proficient time management skills.

• Analyze issues to address product defects, dealer concerns, and potential areas for improvement.

• Respond to inquiries from internal and external customers, escalating issues as necessary.

• Liaise with sales teams, external vendors, and dealer partners.

• Maintain job knowledge through active listening and engagement with the work.

• Ensure adherence to departmental standards and processes.

• Collaborate with product teams, offering subject matter expertise and written updates.

• Engage in special projects and fulfill ad hoc requests.

⛳️ Requirements

• High School Diploma, GED, or equivalent certification is required.

• A minimum of 3 years of experience in customer service or call center roles.

• At least 2 years of experience in the financial sector.

• Minimum of 1 year of proficiency with Google Sheets.

• A secure home office environment that is free from background noise and distractions.

• A reliable private cable or fiber internet connection, excluding cellular data or hotspot usage.

• Internet speed must be at least 100 Mbps for downloads and 10 Mbps for uploads.

• A password-protected private network, with ownership or visibility of every device connected.

• Must be able to work from within the continental United States; applicants from California, Hawaii, or U.S. territories are not eligible.

• No requirement for employer immigration support or sponsorship.

• Preferred: A minimum of 1 year of experience in auto finance.

• Preferred: At least 1 year of experience in system activations, inventory management, or billing.

• Preferred: A minimum of 6 months of experience with JIRA or Salesforce.

🏝️ Benefits

• A comprehensive, competitive, and inclusive suite of health, financial, and other benefits that support overall well-being.

• Opportunity to work from home.

• Capital One is an equal opportunity employer dedicated to non-discrimination.

• Support for reasonable accommodations.