Capital One
HybridPrincipalAssociate,DebitComplaintsOversight
“Hybrid Principal Associate, Debit Complaints Oversight at Capital One. Skills: process management, cross-functional coordination, vendor/stakeholder management, operational metrics, resource planning, continuous improvement, Debit Complaints oversight, Discover Refer-A-Merchant (RAM) process, Network Acceptance, Data Governance, Data Analytics. lead Debit Complaints oversight. support the Discover Refer-A-Merchant (RAM) process”
What You'll Achieve.
ensure that our core complaint oversight routines are executed with precision; managing the tactical remediation of Discover Network Acceptance issues; identify efficiencies in our daily workflows; reducing risk and improving the customer experience through smarter, tech-forward routines; drive efficiency in complaint monitoring; modernize manual routines; turning raw data into actionable insights with greater speed and accuracy; ensuring high-risk events are documented, escalated, and remediated according to enterprise standards; validate the health of the automated reporting ecosystem for Senior Management review; drive results; improve local operational workflows and drive team efficiency
Industry & Context.
Root Cause Analysis; Perform deep-dive manual and systematic reviews of Debit complaints to identify emerging themes; investigate the 'why'
What They're Looking For.
Must Have
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, Has the basic SQL to perform independent data validation and trend analysis
Nice to Have
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
What You'll Do.
lead Debit Complaints oversight
support the Discover Refer-A-Merchant (RAM) process
ensure that our core complaint oversight routines are executed with precision
managing the tactical remediation of Discover Network Acceptance issues
identify efficiencies in our daily workflows
reducing risk and improving the customer experience through smarter
tech-forward routines
Support the end-to-end Discover Refer-A-Merchant (RAM) process
including daily prioritization of submissions
and cross-functional coordination with Retail Bank
and Card stakeholders to resolve merchant-specific technical declines
Perform deep-dive manual and systematic reviews of Debit complaints to identify emerging themes
investigate the 'why' and influence the resolution strategy
Actively explore and leverage available AI and automation capabilities to drive efficiency in complaint monitoring
identify opportunities to modernize manual routines
turning raw data into actionable insights with greater speed and accuracy
Act as the primary advisor for Payment Rail Complaint Ambassadors
oversee Tier 3 Enterprise Payments complaints
ensuring high-risk events are documented
and remediated according to enterprise standards
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
How You'll Work.
Team & Collaboration
cross-functional coordination with Retail Bank, Small Business, and Card stakeholders; 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
Process & Methodology
Project Management, Program Management
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