Product Support & Resolution Principal Ops Coordinator

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

📋 Description

• Provide end-to-end billing support.

• Deliver end-to-end dealer navigator and product assistance via a call/chat center, including handling inbound and outbound calls.

• Leverage all available resources and policies & procedures to effectively onboard and serve across all case and task categories.

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

• Demonstrate excellent time management skills to handle daily workloads efficiently.

• Investigate issues and exercise sound judgment to identify and address product defects, dealer dissatisfaction, and areas for improvement.

• Respond promptly and professionally to both internal and external customers, knowing when to escalate matters appropriately.

• Utilize exceptional communication skills to enhance interactions with sales teams, external vendors, and dealer partners.

• Commit to continuous improvement of job knowledge through active listening and engagement.

• Establish and uphold compliance with departmental standards and processes to boost productivity and manage work volumes, thereby enhancing customer satisfaction.

• Collaborate closely with product teams, providing subject matter expertise and updates to the team along with written documentation.

• Engage in special projects and ad hoc requests as necessary.

⛳️ Requirements

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

• Minimum of 3 years of customer service or call center experience.

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

• Minimum of 1 year experience with Google Sheets.

• Preferred: At least 1 year of experience in auto finance.

• Preferred: Minimum of 1 year in system activations, inventory management, or billing.

• Preferred: At least 6 months of experience with JIRA or Salesforce.

🏝️ Benefits

• Capital One provides a comprehensive, competitive, and inclusive range of health, financial, and other benefits that support your overall well-being.