Work From Home Bilingual (Spanish) Senior Complaints Coordinator - USPAN

Senior Complaints Coordinator USPAN

Work from home bilingual (Spanish) senior complaints coordinator USPAN

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 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)

+ 19801 (Wilmington, DE)

+ 85029 (Phoenix, AZ)

+ 84120 (Lake Park, UT)

+ 43213 (Whitehall, OH)

More than just a bank, more than just a career

The best people listen and then say, "How can I help?" That's what we do at Capital One. It's how we take care of our customers. It's how we're changing banking for good-with compassion and real solutions. Money can be stressful; getting help shouldn't be. Our customer care team is supported and empowered to be the best people, to people. That's life at Capital One.

Your voice is our voice. We'll champion you.

It's important for our associates to have the necessary skills and know-how to succeed in their roles and provide exceptional servicing experiences to our customers. We invest heavily in both formal and informal learning and development opportunities. Through our formal training programs and on-the-job work experience, successful associates at Capital One will:

• 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

Learn about the role

Senior complaints 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.

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 Google Suite or Microsoft Office experience
• Fluent in Spanish and English

Preferred qualifications:

• At least 4 years of customer service or call center experience
• At least 1 year experience working in the financial industry

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
• A private network that is password protected where you have ownership or line of site 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
• Associates must maintain a minimum of 100 Mbps download / 10 Mbps upload speed from their internet provider
• 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

Capital One reserves the right to request proof of internet provider, speed and service package from the associate. Requirements are subject to change, as new systems and technology is delivered. Capital One reserves the right to modify internet service requirements with sixty (60) days notice. Internet service provider specs can change by provider and location within the US. If you are experiencing consistent issues with internet stability Capital One reserves the right to ask the agent to upgrade internet service to ensure a good customer experience.

Work from home location requirements:

• Candidates must live within 100 mile radius of 23060 (Richmond, VA), 23320 (Chesapeake, VA), 33634 (Tampa, FL), 89144 (Las Vegas, NV), 19801 (Wilmington, DE), 85029 (Phoenix, AZ), 84120 (Lake Park, UT) or 43213 (Whitehall, OH) and report in person, when required, with at least than 24 hours notice.
• We are unable to consider applicants who:
• Do not maintain network-compatible internet access
• Live or work beyond the 100 mile radius of their dedicated location, or
• Live or work in the state of California.
• 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.

Sales territory: $49,774 $49,774 for senior complaints coordinator

Chesapeake, VA: $49,774 $49,774 for senior complaints coordinator

Tampa, FL: $49,774 $49,774 for senior complaints coordinator

Lincoln, NE: $49,774 $49,774 for senior complaints coordinator

Las Vegas, NV: $49,774 $49,774 for senior complaints coordinator

Wilmington, DE: $49,774 $49,774 for senior complaints coordinator

Columbus, OH: $49,774 $49,774 for senior complaints coordinator

Phoenix, AZ: $49,774 $49,774 for senior complaints coordinator

Richmond, VA: $49,774 $49,774 for senior complaints coordinator

Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate's offer letter.