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

Capital One • Plano, TX

10h • Remote

About The Position

Capital One is expanding its Empower Dealer Success (EDS) operations to support growth in its Navigator Platform and provide service to dealer partners. The Product Support & Resolution Principal Ops Coordinator will handle dealer resolutions, Dealer Navigator and product support, call/chat support, and billing. This role is 100% work from home and is subject to Capital One’s home-office, internet, and location requirements. 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. Applicants must meet the stated home-internet requirements and must not reside in California, Hawaii, or a U.S. territory. The role does not include immigration-related sponsorship or support.

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, private home-office environment free from background noise and distractions.
• Have a reliable private internet connection that is not supplied via cellular data or hotspot; internet service must be provided by a cable or fiber ISP.
• Use a password-protected private network and maintain at least 100 Mbps download and 10 Mbps upload speeds. Hardwired and Wi-Fi connections are acceptable if security and speed requirements are met.
• Be located in the continental United States, excluding California; applicants residing in Hawaii or U.S. territories are not eligible.
• Applicants must not require employer-provided immigration sponsorship or other immigration-related support for work authorization.

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 all case and task types 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, escalating issues appropriately.
• Use exceptional communication skills to optimize each contact with sales, external vendors, and dealer partners.
• Continuously improve job knowledge through active listening and engagement.
• Establish and ensure compliance with departmental standards and processes to increase production, accommodate work volumes, and enhance customer satisfaction.
• Partner closely with product teams, provide subject-matter expertise and updates to the team, and prepare written documentation.
• Participate in special projects and ad hoc requests as needed.

Benefits

• Capital One offers 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