Product Support & Resolution Principal Ops Coordinator, Empower Dealer Success Team - Work from Home

Capital One • Plano, TX

3d • $56,800 - $64,800 • Remote

About The Position

Capital One is expanding Empower Dealer Success (EDS) operations to support the growth of its Navigator Platform and provide service to dealer partners. This role handles dealer resolutions, Dealer Navigator and product support, call and chat interactions, and billing. It is a 100% work-from-home position, subject to Capital One’s home-office, internet, and location requirements. The role’s department hours are Monday through Saturday, 8:00 a.m.–7:00 p.m. CST, and Sunday, 11:00 a.m.–5:00 p.m. CST.

The coordinator provides end-to-end billing, Dealer Navigator, and product support, investigates and escalates issues, works with dealers, vendors, sales, internal customers, and product teams, and contributes to process compliance and continuous improvement. The position may also participate in special projects and ad hoc requests.

Requirements

• High school diploma, GED, or equivalent certification.
• At least 3 years of customer service or call center experience.
• At least 2 years of experience working in the financial industry.
• At least 1 year of experience using Google Sheets.
• Maintain a secure home office free from background noise and distractions.
• Have reliable private internet that is not supplied via cellular data or hotspot, on a password-protected private network.
• Use cable or fiber internet service; hotspots and satellite services are prohibited.
• Maintain minimum internet speeds of 100 Mbps download and 10 Mbps upload.
• Work from a location in the continental United States, excluding California; Hawaii and U.S. territories are also excluded.
• Meet Capital One’s work-at-home compatible internet access requirements.

Nice To Haves

• At least 1 year of auto finance experience.
• At least 1 year of system activations, inventory management, or billing experience.
• At least 6 months of experience using JIRA or Salesforce.

Responsibilities

• Execute end-to-end billing support.
• Execute end-to-end Dealer Navigator and product support through a call/chat center, including inbound and outbound calls.
• Use available resources and policies and procedures to onboard and service cases and tasks effectively.
• Establish and foster relationships with EDS vendors, including web hosts and inventory aggregators.
• Manage daily workload using effective time-management skills.
• Investigate issues and use sound judgment to detect and mitigate product defects, dealer dissatisfaction, and areas for improvement.
• Respond promptly and professionally to internal and external customers and determine when to escalate issues.
• Communicate effectively with sales, external vendors, and dealer partners to optimize each contact.
• Continuously improve job knowledge through active listening and engagement.
• Ensure compliance with departmental standards and processes to increase production, accommodate work volumes, and enhance customer satisfaction.
• Partner closely with product teams and provide subject-matter expertise and updates to the team and written documentation.
• Participate in special projects and ad hoc requests as needed.

Benefits

• Capital One describes its benefits as a comprehensive, competitive, and inclusive set of health, financial, and other benefits supporting total well-being; eligibility varies by employment status and management level.

What This Job Offers

• Job Type: Full-time
• Career Level: Principal
• Education Level: High school or GED