Job Description
About the Role
Principal Associate in the Operations team supports cross‑functional operations across Capital One’s servicing network to deliver consistent, exceptional customer outcomes.
Responsibilities
- Execute operational requirements as an individual contributor.
- Support management of Servicing OpEx through budgetary and workforce planning.
- Provide data‑driven resource recommendations.
- Own end‑to‑end fraud queue operations, partnering with internal stakeholders and third‑party suppliers.
- Provide overflow support to the Servicing Operations team and maintain key operational metrics and business targets.
- Anticipate volume demands and scale workforce to handle fluctuations efficiently.
- Analyze call‑center performance to guide shrinkage, adherence, occupancy, and production goals.
- Align operational activities with business objectives while driving efficiency and customer service quality. ...