Work From Home- Bilingual; Spanish Senior Fraud Recovery Coordinator-Complex Claims

Overview

Are you looking for a challenging role that includes the convenience of working virtually at home? Then a Capital One Customer Operations role may be the role for you. To be eligible for this role, candidates must live within a 100 miles radius of one of the following zip codes (excluding CA) 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)
• 56301 (St. Cloud, MN)

Learn About The Role Senior Fraud Recovery Coordinators at Capital One are tasked with providing the best of the best customer service. This is your opportunity to shine through your ability to listen and understand the customer’s needs, problem solve and deliver a “wow” customer experience to deepen relationships and loyalty to our brand. Your experience and skills could support the customer experience in a variety of ways, depending on your role.

• You’ll advocate for our customers, problem solve and own issue resolution in alignment with compliance and regulatory requirements. Handling complaints and/or escalated situations is very important, and de-escalation may be a complex part of your role supporting our customers—we’ll ensure you’re supported with the tools, resources and experience to ensure you’re up for the challenge!
• You will investigate customer concerns, help create and implement process improvements and report trending customer issues.
• You may support other customer service advocates, who will reach out for help with a customer issue or complaint. You’ll guide other associates to the right path to solve customer concerns and provide in-the-moment feedback to ensure the associate is connected to the right resources.
• Successful candidates will need to complete a Language Assessment

• Demonstrate the ability and willingness to learn
• Possess a strong attention to detail, a positive attitude and have the ability to be flexible and embrace change
• Demonstrate a strong customer focus that is rooted in empathy
• Communicate effectively with peers, management and customers, using appropriate methods of communication for role
• Exercise good judgment and independent decision-making skills
• Ability to problem solve individual issues, guide co-workers in problem solving and solutions when needed, and identify trends in customer needs
• Demonstrate exceptional listening, questioning, call control and de-escalation techniques
• Be proactive, have effective time management and organizational skills
• Display dependability with a solid attendance record

• 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
• Fluent in Spanish and English

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

• Secure home office environment that is free from background noise and distractions
• Reliable private internet connection that is not supplied via cellular data or hotspot is required
• A private network that is password protected where you have ownership or line of sight to every device on the network
• Internet service must be provided by Cable or Fiber Internet Service Providers (ISP)
• Hotspots and satellite services are prohibited and do not meet performance criteria required for optimal agent/customer interactions
• ISP download speeds on VPN must be at least 5
  
  Mbps, with 10+ Mbps preferred
• To validate ISP speeds from a Chrome browser, go to , type Speed Test and run from the Google landing page
• Both Hardwire and WiFi internet connections are acceptable as long as speed and security requirements are met

Candidates must live within 100 mile radius of the listed locations and report in person, when required, with at least 24 hours notice.

• We are unable to consider applicants who do not maintain network-compatible…