Work From Home - Senior Complaints Coordinator - FDO Escalations - Fraud Account Management Inv

Overview

Are you looking for a challenging role that includes the convenience of working virtually at home? Capital One offers a Customer Operations role with in-person reporting when required, with eligibility limited to a 100 mile radius of certain zip codes (excluding CA) and at least 24 hours notice for in-person requirements.

Within this program, you will be part of a team dedicated to delivering exceptional servicing experiences to customers. Our Customer Care team is supported and empowered to be the best for our customers—and for you. Your voice is our voice, and we will champion you.

Your experience and skills support customer experience in a variety of ways, depending on your role. Through formal training and on-the-job work experience, successful associates will:

• Demonstrate the ability and willingness to learn
• Maintain strong attention to detail, stay flexible, and embrace change
• Demonstrate a strong customer focus grounded in empathy
• Communicate effectively with peers, management and customers using appropriate methods for the role
• Exercise good judgment and independent decision-making skills
• Problem solve individual issues, guide coworkers, identify trends in customer needs
• Demonstrate exceptional listening, questioning, call control, and de-escalation techniques
• Be proactive with effective time management and organizational skills
• Demonstrate dependability with a solid attendance record
• Demonstrate strong negotiation and communication skills

Senior Risk Coordinators provide the best possible customer service by listening, understanding needs, solving problems, and delivering a memorable customer experience to deepen relationships and loyalty. Responsibilities may support customer experience in various ways depending on the role, including advocacy, issue resolution, and process improvement.

• Advocate for customers, problem solve, and own issue resolution in alignment with compliance and regulatory requirements; handle complaints and escalations with appropriate support
• Investigate customer concerns, help create and implement process improvements, and report trending issues
• Support other customer service advocates and provide in-the-moment feedback to connect associates with the right resources

• High School Diploma, GED, or equivalent certification
• At least 3 years of Customer Service or Call Center experience
• At least 1 year of experience using Google Suite or Microsoft Office
• At least 1 year of Fraud or Disputes experience

• At least 4 years of Customer Service or Call Center experience
• At least 1 year of experience in the Financial Industry
• At least 1 year of escalated call experience

• Secure home office environment free from background noise and distractions
• Reliable private internet connection not supplied via cellular data or hotspot
• Private network that is password protected and accessible to all devices on the network
• Internet service provided by Cable or Fiber providers (ISP)
• Hotspots and satellite services are prohibited and do not meet performance criteria
• ISP download speeds on VPN must be at least 5 Mbps, 10+ Mbps preferred
• Hardwire and WiFi connections are acceptable if speed and security requirements are met

Capital One reserves the right to request proof of internet provider, speed, and service package. Requirements are subject to change with notice. Exceptions or changes to internet requirements will be communicated accordingly.

Candidates must live within a 100 mile radius of the following locations and report in person when required with at least 24 hours notice: 23060 (Richmond, VA), 23320 (Chesapeake, VA), 33634 (Tampa, FL), 89144 (Las Vegas, NV), 75024 (Plano, TX), 19801 (Wilmington, DE), 68521 (Lincoln, NE), or 56301 (St. Cloud, MN).

We are unable to consider applicants who do not maintain network-compatible internet access, live or work beyond the 100 mile radius of their location, or live in California.

• Healthy body, healthy mind with coverage for Medical, Dental, Vision, and…