Hybrid Principal Associate, Debit Complaints Oversight

Hybrid Principal Associate, Debit Complaints Oversight The Enterprise Payments (EP) Debit Operations team is seeking a high-performing Principal Associate to lead Debit Complaints oversight and support the Discover Refer-A-Merchant (RAM) process. As a Principal Associate, you will be the engine behind our well-managed agenda. You will ensure that our core complaint oversight routines are executed with precision while simultaneously managing the tactical remediation of Discover Network Acceptance issues. Furthermore, you will be a key driver in local innovation, bringing a curiosity for AI and automation to identify efficiencies in our daily workflows, reducing risk and improving the customer experience through smarter, tech-forward routines. Responsibilities Discover RAM & Network Acceptance: Support the end-to-end Discover Refer-A-Merchant (RAM) process, including daily prioritization of submissions, remediation tracking, and cross-functional coordination with Retail Bank, Small Business, and Card stakeholders to resolve merchant-specific technical declines Strategic Trending & Root Cause Analysis: Perform deep-dive manual and systematic reviews of Debit complaints to identify emerging themes. You won't just report the "what"—you will investigate the "why" and influence the resolution strategy Local Process Innovation: Actively explore and leverage available AI and automation capabilities to drive efficiency in complaint monitoring. You will identify opportunities to modernize manual routines, turning raw data into actionable insights with greater speed and accuracy Tier 3 & Ambassador Leadership: Act as the primary advisor for Payment Rail Complaint Ambassadors. You will oversee Tier 3 Enterprise Payments complaints, ensuring high-risk events are documented, escalated, and remediated according to enterprise standards Data Governance & Insights: Own the execution of monthly reporting routines, including the management of Tableau dashboards and OKR reports. Utilize SQL to perform ad-hoc data pulls to identify emerging complaint trends and validate the health of the automated reporting ecosystem for Senior Management review Cross-Functional Influence: Maneuver through formal and informal channels to drive results, acting as a bridge between frontline feedback (Bank Voice-Pit Stops) and back-end process improvements Tech-Forward Curiosity: A proactive interest in leveraging AI tools and data automation to improve local operational workflows and drive team efficiency Has the basic SQL to perform independent data validation and trend analysis Location This role is hybrid, where you will be expected to spend 3 days per week working in office and the remainder of the week working virtually. Basic Qualifications High School Diploma, GED, or Equivalent Certification At least 2 years of experience in Project Management or Program Management At least 2 years of experience in Process Management At least 2 years of experience supporting, partnering and interacting with internal business clients Preferred Qualifications Bachelor’s Degree or Military Experience At least 3 years experience in delivering Horizontal objectives and improvements At least 2 years of experience in Complaints Management or Risk Management At least 1 year of Data Analytics using Tableau, SQL, or other analytics tools Equal Employment Opportunity Statement At this time, Capital One will not sponsor a new applicant for employment authorization for this position. Capital One is an equal opportunity employer (EOE, including disability/vet) committed to non-discrimination in compliance with applicable federal, state, and local laws. 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. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at View phone number on click.appcast.io or via email at View email address on click.appcast.io. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations. #J-18808-Ljbffr Capital One National Association