Hybrid Principal Associate, Debit Complaints Oversight

Capital One•Richmond, VA

3d•Hybrid

About The Position

The Enterprise Payments (EP) Debit Operations team is seeking a high-performing Principal Associate to lead Debit Complaints oversight and support the Discover Refer-A-Merchant (RAM) process. As a Principal Associate, you will be the engine behind our "well-managed" agenda. You will ensure that our core complaint oversight routines are executed with precision while simultaneously managing the tactical remediation of Discover Network Acceptance issues. Furthermore, you will be a key driver in local innovation, bringing a curiosity for AI and automation to identify efficiencies in our daily workflows, reducing risk and improving the customer experience through smarter, tech-forward routines.

Requirements

High School Diploma, GED, or Equivalent Certification
At least 2 years of experience in Project Management or Program Management
At least 2 years of experience in Process Management
At least 2 years of experience supporting, partnering and interacting with internal business clients

Nice To Haves

Bachelor’s Degree or Military Experience
At least 3 years experience in delivering Horizontal objectives and improvements
At least 2 years of experience in Complaints Management or Risk Management
At least 1 year of Data Analytics using Tableau, SQL, or other analytics tools

Responsibilities

Support the end-to-end Discover Refer-A-Merchant (RAM) process, including daily prioritization of submissions, remediation tracking, and cross-functional coordination with Retail Bank, Small Business, and Card stakeholders to resolve merchant-specific technical declines
Perform deep-dive manual and systematic reviews of Debit complaints to identify emerging themes. You won’t just report the "what"—you will investigate the "why" and influence the resolution strategy
Actively explore and leverage available AI and automation capabilities to drive efficiency in complaint monitoring. You will identify opportunities to modernize manual routines, turning raw data into actionable insights with greater speed and accuracy
Act as the primary advisor for Payment Rail Complaint Ambassadors. You will oversee Tier 3 Enterprise Payments complaints, ensuring high-risk events are documented, escalated, and remediated according to enterprise standards
Own the execution of monthly reporting routines, including the management of Tableau dashboards and OKR reports. Utilize SQL to perform ad-hoc data pulls to identify emerging complaint trends and validate the health of the automated reporting ecosystem for Senior Management review
Maneuver through formal and informal channels to drive results, acting as a bridge between frontline feedback (Bank Voice/Pit Stops) and back-end process improvements
A proactive interest in leveraging AI tools and data automation to improve local operational workflows and drive team efficiency
Has the basic SQL to perform independent data validation and trend analysis