Principal Associate - Client Services - PULSE Network

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About the role

Principal Associate - Client Services - PULSE Network As a Principal Associate in Client Services, you will serve as a key client liaison and process subject matter expert, delivering exceptional service support and managing high-value client relationships across the organization. In this role, you will proactively monitor client accounts and inquiries, resolving complex issues and service events to ensure high satisfaction and retention. You will collaborate closely with internal cross-functional teams—including Product, Operations, and Account Management—to translate client needs into operational improvements and streamlined service delivery. Additionally, you will act on customer feedback trends, drive process enhancements, manage day-to-day service metrics, and support onboarding and training initiatives. By advocating for the client experience, you will help build strong, long-lasting client partnerships and elevate service capabilities. We are seeking dedicated, customer-focused professionals who excel in a collaborative environment and possess strong problem-solving and communication skills. This individual will have demonstrated a proven track record of handling complex client requests, improving service processes, and fostering positive business relationships. Strong analytical skills, acute attention to detail, and the ability to thrive in a fast-paced environment are essential. You must demonstrate strong leadership capabilities, exercise sound judgment when resolving escalations, and effectively collaborate with key stakeholders to deliver an outstanding client experience. General Responsibilities:   • Leading and owning oversight of smaller process improvement work and collaborating with teammates on larger initiatives • Collecting data and information and using analytics and reporting to provide transparency to senior leadership and executives • Identify and implement process improvements driving issue resolution/risk mitigation activities • Tracking and resolving process breakdowns • Understanding customers’ needs of the process and driving process improvements • Developing and maintaining formal process documentation including procedures and process flow diagrams • Acting as a subject matter expert to effectively partner with project customers to achieve desired outcome or improvement by clarifying needs and providing appropriate solutions • May lead a team and/or direct others on projects • Basic Qualifications:   • 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 Preferred Qualifications:   • Bachelor’s Degree or military experience • Lean, Agile, Six Sigma, Business Process Management, or Project Management certification  • At least 1 year of experience in Compliance or Risk Management  • At least 2 years of experience in Process Management At this time, Capital One will not sponsor a new applicant for employment authorization for this position.      The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked. Plano, TX: $98,900 - $112,900 for Principal Process Manager   McLean, VA: $108,900 - $124,300 for Principal Process Manager   Richmond, VA: $98,900 - $112,900 for Principal Process Manager   Houston, TX: $98,900 - $112,

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