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

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 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)
• 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. It's how we take care of our customers. It's how we're changing banking for goodwith 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.

Here's What We're Looking For In 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

Responsibilities: Senior Customer Service 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 customerswe'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.

Learn About The Role:

The Customer Resolution Team (CRT) is an escalated servicing queue focused on providing high quality service to customers. Senior Complaints Coordinators support customers with complaint resolution needs. This is a high energy position that interacts with various departments and partners across the Capital One network. This role requires being skilled at de-escalating customer situations, acting as a customer advocate and taking ownership until customer issues are resolved. Associates should be able to multitask, self-manage and be highly efficient in using systems and tracking data in various databases.

• General customer service inquiries
• Research and resolve customer complaints
• Identifies and provides feedback on trends
• Flags potential regulatory compliance violations or potential risk events
• Payment Investigations
• Assisting 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 working 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
• 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 CoordinatorChesapeake, VA: $49,774 - $49,774 for Senior Complaints CoordinatorTampa, FL: $49,774 - $49,774 for Senior Complaints CoordinatorLas Vegas, NV: $49,774 - $49,774 for Senior Complaints CoordinatorWilmington, DE: