Customer Advocacy Team (CAT) Research Principal Coordinator

Plano 5 (31065), United States of America, Plano, TexasCustomer Advocacy Team (CAT) Research Principal Coordinator

As a Customer Advocacy Team (CAT) Research Principal Coordinator at Capital One, you will be part of a smart, talented team responsible for creating and enhancing processes that deliver excellence to your customer each and every time.

The Principal Coordinator will be responsible for handling customer / dealer high level escalations. You will play a key role in supporting the broader team to help de-escalate and resolve customer complaints.

We are looking for individuals who excel in a team environment, have strong communication skills, attention to detail, and the ability to adapt to change quickly.

Schedule : Monday - Friday 8 : 00 AM - 5 : 00 PM CST

Location : On site North Plano, TX (Plano 5) This role is an essential position and requires on site attendance. Not a hybrid role.

General Responsibilities :

Problem solving and identifying root causes, trend analysis and proposing solutions to complex customer concerns

Consult and coordinate with other lines of business and back office partners to resolve concerns

Ensure compliance to Capital One policies and procedures

Inbound and outbound escalation calls from customers, dealers, lenders and / or the state with the intention of resolving title issues

Identify trends and training needs to improve the customer experience

Ability to handle high priority / high visibility situations fully and efficiently

Comfortable working in a high-volume environment

Effectively able to prioritize work and time with limited oversight

Exhibit a high degree of professionalism and integrity in all communication

Ability and desire to learn new concepts and adapt quickly to changes

Collaborate with cross-functional teams, particularly with command center teams, to build and update policies and procedures

Basic Qualifications :

High School Diploma, GED, or equivalent certification

At least 2 years of Google Suite experience

At least 2 years experience in Auto Finance

At least 2 years customer service experience in call center for banking or financial services

Preferred Qualifications :

At least 3 years of Google Suite experience

At least 3 years experience in Auto Finance

At least 3 years customer service experience in call center for banking or financial services

Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being.

Learn more at theCapital One Careers website. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.

This role is expected to accept applications for a minimum of 5 business days.No agencies please. Capital One is an equal opportunity employer committed to diversity and inclusion in the workplace.

All qualified applicants will receive consideration for employment without regard to sex (including pregnancy, childbirth or related medical conditions), race, color, age, national origin, religion, disability, genetic information, marital status, sexual orientation, gender identity, gender reassignment, citizenship, immigration status, protected veteran status, or any other basis prohibited under applicable federal, state or local law.

• Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law;
• San Francisco, California Police Code Article 49, Sections 4901-4920; New York City’s Fair Chance Act; Philadelphia’s Fair Criminal Records Screening Act;

and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.