Capital One

Principal Ops Coordinator – Product Support & Billing

Capital One

full-time

Posted on:

Location Type: Remote

Location: Virginia • United States

Visit company website

Explore more

✨ AI Apply
Apply

Salary

💰 $56,800 - $64,800 per year

Job Level

Lead

About the role

  • Engage in dealer resolutions, Dealer Navigator support, call/chat, product support and billing
  • Execute E2E Billing support
  • Execute E2E Dealer Navigator and product support - Call/Chat Center with inbound and outbound calls
  • 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
  • Apply effective time management skills to manage daily workload
  • Investigate issues and apply sound judgment to detect and mitigate product defects, dealer dissatisfaction, and areas of improvement
  • Respond promptly and professionally to internal and external customers and discern when to appropriately escalate
  • 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
  • Closely partner with product teams and provide Subject Matter Expert understanding and updates to the team and written documentation
  • Participate in special projects and ad hoc requests as needed

Requirements

  • High School Diploma, GED, or equivalent certification
  • At least 3 years of customer service or call center experience
  • At least 1 year of experience using Google Suite products
  • At least 2 years of experience working in the Financial Industry
  • At least 1 year of auto finance experience (preferred)
  • At least 1 year of experience in system activations, inventory management, or billing experience (preferred)
  • At least 6 months of experience using JIRA or using Salesforce (preferred)
Benefits
  • Comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
E2E Billing supportsystem activationsinventory managementbilling experiencecustomer servicecall center experienceauto finance experienceproblem investigationcompliance standardscontinuous improvement
Soft Skills
time managementcommunication skillsrelationship buildingactive listeningjudgmentcustomer satisfactionprofessionalismcollaborationadaptabilityengagement
Certifications
High School DiplomaGEDequivalent certification