Work from Home Empower Dealer Success (EDS) Principal Ops Coordinator

* 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* 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 site 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* High School Diploma, GED, or Equivalent Certification* At least 2 years of experience in auto finance* At least 1 year of experience using Google Suite or Microsoft OfficeAt least 3 years of Customer service or Call Center experience * At least 3 years of experience in auto finance* At least 2 years of experience in Process Management* PMP, Lean, Agile or Six Sigma certificationCapital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the . Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level. #J-18808-Ljbffr