Senior Product Support & Resolution Ops Lead

Capital One; Plano (TX); Remoto; USD 57.000 - 65.000; Tempo pieno

Descrizione del lavoro

Capital One in the United States is hiring for the Product Support & Resolution Principal Ops Coordinator on the Empower Dealer Success Team. This work-from-home role focuses on dealer resolutions, Navigator support, billing, and product assistance.

You will handle end-to-end billing support, inbound and outbound calls, and collaborate with product teams and vendors to improve processes and drive customer satisfaction. Strong communication and prior financial services experience preferred.

Competenze

• 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.

Mansioni

• Execute E2E (End-to-End) 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 onboarding and servicing across all case types.
• Establish and foster relationships with EDS vendors - web hosts and inventory aggregators.
• Apply effective time management to manage daily workload.
• Investigate issues and mitigate product defects and dealer dissatisfaction.
• Respond promptly and professionally to internal and external customers and escalate when needed.
• Exercise exceptional communication to optimize contacts with sales, vendors and dealers.
• Continuous improvement of job knowledge via active listening and engagement.
• Ensure compliance with standards and processes to increase production and satisfaction.

Conoscenze

Customer service

Call center experience

Financial industry experience

Formazione

High School Diploma or GED

Strumenti

Google Sheets

Descrizione del lavoro

Capital One in the United States is hiring for the Product Support & Resolution Principal Ops Coordinator on the Empower Dealer Success Team. This work-from-home role focuses on dealer resolutions, Navigator support, billing, and product assistance.

You will handle end-to-end billing support, inbound and outbound calls, and collaborate with product teams and vendors to improve processes and drive customer satisfaction. Strong communication and prior financial services experience preferred.