Work From Home Empower Dealer Success (EDS) Principal Ops Coordinator - Remote Eligible

Empower Dealer Success (EDS) Principal Ops Coordinator

Due to the amazing growth and future projections of the Navigator Platform and the need to invest in ICONIC service for our valuable dealer partners, we are looking to backfill an open Principal Coordinator role. We are offering eligible agents an opportunity to become part of the Dealer Advocacy Team. A Dealer Advocacy Team Principal Coordinator manages inventory and activation escalations, aging cases, SLAs, and product/process roadblocks and improvements.

Responsibilities:

• Execute end to end Escalation management - investigate issues and apply root cause analysis (5 whys) and sound judgment to detect and mitigate product defects, dealer dissatisfaction, and follow through with areas of improvement
• Respond promptly and professionally to internal and external customers
• Perform pilot testing and active feedback for new business initiatives and updates
• Apply effective time management skills to manage daily workload and escalations through effective Slack channel and email management, Tableau dashboard/s monitoring/action cycle, collaboration with peers/product/tech.
• Utilize all available resources and P&P for executing effective onboarding and servicing across all case and task types
• Establish and foster relationships with EDS vendors - web hosts and inventory aggregators
• Investigate issues and apply root cause analysis (5 whys) and sound judgment to detect and mitigate product defects, dealer dissatisfaction, and follow through with areas of improvement
• Exercise exceptional communication skills to optimize each contact with sales, external vendors, and dealer partners
• Responsible for continuous improvement of job knowledge by exercising active listening and engagement
• Establish and ensure compliance with departmental standards and processes to increase production and accommodate work volumes toward enhanced customer satisfaction
• Participate in special projects and ad hoc requests as needed
• Participate in and own daily team responsibilities

Work from Home Technology Requirements:

• Secure home office environment that is free from background noise and distractions
• Reliable private internet connection that is not supplied via cellular data or hotspot is required
• A private network that is password protected where you have ownership or line of sight to every device on the network
• Internet service must be provided by Cable or Fiber Internet Service Providers (ISP)
• Hotspots and satellite services are prohibited and do not meet performance criteria required for optimal agent/customer interactions
• ISP download speeds on VPN must be at least 5Mbps, with 10+ Mbps preferred
• To validate ISP speeds from a Chrome browser, go to www.google.com, type Speed Test and run from the Google landing page
• Both Hardwire and WiFi internet connections are acceptable as long as speed and security requirements are met

Capital One reserves the right to request proof of internet provider, speed and service package from the associate. Requirements are subject to change, as new systems and technology is delivered. Capital One reserves the right to modify internet service requirements with sixty (60) days notice. Internet Service Provider specs can change by provider and location within the US. If you are experiencing consistent issues with internet stability Capital One reserves the right to ask the agent to upgrade internet service to ensure a good customer experience.

Work from Home Location Requirements:

• This role is 100% work from home. We are unable to consider applicants who do not meet the required Capital One Work at Home compatible internet access or who live in the states of California, Hawaii, or US territories.
• Work from home U.S. based associates are not permitted to work internationally, outside of the continental United States (i.e. Hawaii or U.S. Territories), or California.

Job Level: Principal Coordinator

Basic Qualifications:

• High School Diploma, GED, or Equivalent Certification
• At least 3 years of Customer service or Call Center experience
• At least 2 years of experience in auto finance
• At least 1 year of experience using Google Suite or Microsoft Office

Preferred Qualifications:

• At least 3 years of experience in auto finance
• At least 2 years of experience in Process Management
• PMP, Lean, Agile or Six Sigma certification

At this time, Capital One will not sponsor a new applicant for employment authorization for this position. The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.

Remote (Regardless of Location): $56,800 - $64,800 for Principal Ops Prod Coor Plano, TX: $56,800 - $64,800 for Principal Ops Prod Coor Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate's offer letter. Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the Capital One Careers website.

Capital One is an equal opportunity employer (EOE, including disability/vet) committed to non-discrimination in compliance with applicable federal, state, and local laws. Capital One promotes a drug-free workplace.