Work From Home - Senior Complaints Coordinator (CRT - Customer Resolution Team)

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 position, candidates must live within a 100‑mile radius of one of the following zip codes (excluding CA) and report in person when required with at least 24 hours notice. Eligible Locations 23060 (Richmond, VA) 23320 (Chesapeake, VA) 33634 (Tampa, FL) 89144 (Las Vegas, NV) 19801 (Wilmington, DE) 85029 (Phoenix, AZ) 84120 (Lake Park, UT) 43213 (Whitehall, OH) The best people listen and then say, “How can I help?” That’s what we do at Capital One. We take care of our customers and change banking for good—with compassion and real solutions. Money can be stressful; getting help shouldn’t be. What We’re Looking For Demonstrate the ability and willingness to learn. Possess a strong attention to detail, a positive attitude, and be flexible and embrace change. Demonstrate strong customer focus rooted in empathy. Communicate effectively with peers, management, and customers using appropriate methods. Exercise good judgment and independent decision‑making skills. Problem‑solve individual issues, guide co‑workers, and identify trends in customer needs. Demonstrate exceptional listening, questioning, call control, and de‑escalation techniques. Be proactive with effective time management and organizational skills. Display dependability with a solid attendance record. Responsibilities Senior Customer Service Coordinators at Capital One are tasked with providing exceptional customer service. This is your opportunity to shine through listening, understanding the customer’s needs, problem‑solving, and delivering a “wow” experience that deepens relationships and loyalty to our brand. Advocate for customers, solve and own issue resolution in compliance with regulatory requirements. Handle complaints and escalated situations, including de‑escalation. Investigate customer concerns, help create and implement process improvements, and report trending issues. Support other advocates by guiding them to the right path and providing in‑the‑moment feedback. Role Overview The Customer Resolution Team (CRT) is an escalated servicing queue focused on high‑quality service. Senior Complaints Coordinators support customers with complaint resolution needs. This high‑energy position interacts with various departments and partners across the Capital One network. You must be skilled at de‑escalation, act as a customer advocate, and take ownership until issues are resolved. Associates should multitask, self‑manage, and be highly efficient using systems and tracking various databases. General customer service inquiries. Research and resolve customer complaints. Identify and provide feedback on trends. Flag potential regulatory compliance violations or risk events. Payment investigations. Assist customers with opening new accounts and terms. Basic Qualifications High School Diploma, GED, or equivalent certification. At least 3 years of Customer Service or Call Center experience. At least 1 year of experience in the Financial Industry. At least 1 year of experience using Google Suite or Microsoft Office. Preferred Qualifications At least 4 years of Customer Service or Call Center experience. At least 2 years of experience in the Financial Industry. At least 2 years of experience in escalations. Work from Home Technology Requirements 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. Must maintain a minimum of 100 Mbps download / 10 Mbps upload speed. Both hardwire and Wi‑Fi internet connections are acceptable as long as speed and security requirements are met. Private network that is password protected where you have ownership or line of sight to every device. Internet service must be provided by Cable or Fiber ISP. Hotspots and satellite services are prohibited. Associates must maintain a minimum of 100 Mbps download / 10 Mbps upload speed. To validate ISP speeds, go to type Speed Test and run from the Google landing page. Work from Home Location Requirements Candidates must live within a 100‑mile radius of the listed zip codes and, if required, report in person with at least 24 hours notice. Applicants living or working beyond that radius, or in the state of California, will not be considered. At this time, Capital One will not sponsor a new applicant for employment authorization for this position. Equal Opportunity Capital One is an equal opportunity employer (EOE), committed to non‑discrimination in compliance with applicable federal, state, and local laws. We consider qualified applicants with a criminal history in a manner consistent with applicable laws and provide reasonable accommodations during the recruitment process. #J-18808-Ljbffr Capital One