Principal Associate – Client Services, PULSE Network

Capital One

. Serve as a key client liaison and process subject matter expert .

Posted 10/2/2026full-timeUnited StatesJuniorMid-Level💰 $98,900 - $124,300 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in process management and client relationship management, with a strong focus on problem-solving, analytical skills, and the ability to implement process improvements. Capable of leading teams and collaborating across departments to enhance service delivery and operational efficiency.

Highest-signal resume keywords

Process ManagementClient Relationship ManagementAnalytical SkillsLeadership CapabilitiesProblem-Solving

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Process ManagementData AnalyticsReportingProcess DocumentationService Metrics ManagementClient SupportOperational ImprovementsRisk MitigationComplianceIssue Resolution

Soft Skills

Communication SkillsAttention to DetailTeam LeadershipJudgmentCollaboration

Tools & Technologies

Microsoft OfficeG Suite

Certifications & Qualifications

LeanAgileSix SigmaBusiness Process ManagementProject Management

Industry Keywords

Client LiaisonService SupportProcess ImprovementCustomer FeedbackFast-Paced EnvironmentInternal Business ClientsService ProcessesEscalation ResolutionOnboardingTraining Initiatives

About the role

Key responsibilities & impact

Serve as a key client liaison and process subject matter expert
Deliver exceptional service support and manage high-value client relationships
Monitor client accounts and inquiries, resolving complex issues and service events
Collaborate with Product, Operations, and Account Management to translate client needs into operational improvements and streamlined service delivery
Act on customer feedback trends and drive process enhancements
Manage day-to-day service metrics
Support onboarding and training initiatives
Lead and own oversight of smaller process improvement work and collaborate on larger initiatives
Collect data and use analytics and reporting to provide transparency to senior leadership and executives
Identify and implement process improvements driving issue resolution and risk mitigation
Track and resolve process breakdowns
Understand customers’ process needs and drive improvements
Develop and maintain formal process documentation, including procedures and process flow diagrams
Act as a subject matter expert to partner with project customers, clarify needs, and provide appropriate solutions
May lead a team and/or direct others on projects

Requirements

What you’ll need

High School Diploma, GED or equivalent certification
At least 1 year of experience with Microsoft Office or G Suite
At least 1 year of process management experience
At least 3 years of experience supporting, partnering and interacting with internal business clients
Strong problem-solving and communication skills
Demonstrated track record of handling complex client requests, improving service processes, and fostering positive business relationships
Strong analytical skills and acute attention to detail
Ability to thrive in a fast-paced environment
Strong leadership capabilities and sound judgment when resolving escalations
Preferred: Bachelor’s Degree or military experience
Preferred: Lean, Agile, Six Sigma, Business Process Management, or Project Management certification
Preferred: At least 1 year of experience in Compliance or Risk Management
Preferred: At least 2 years of experience in Process Management
Capital One will not sponsor a new applicant for employment authorization for this position

Benefits

Comp & perks

Performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI)
Comprehensive, competitive, and inclusive health, financial and other benefits supporting total well-being
Reasonable accommodations for applicants who require them