Work From Home - Senior Complaints Coordinator - FDO Escalations - Fraud Account Management Investigations Solutions (FAMISE)

divh2Senior Complaints Coordinator - FDO Escalations/h2pWork from home opportunity with Capital One Customer Operations. This role offers the convenience of working virtually at home. 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./pulli23060 (Richmond, VA)/lili23320 (Chesapeake, VA)/lili33634 (Tampa, FL)/lili89144 (Las Vegas, NV)/lili19801 (Wilmington, DE)/lili85029 (Phoenix, AZ)/lili84120 (Lake Park, UT)/lili43213 (Whitehall, OH)/li/ulh3What Were Looking For In You:/h3pOur associates need the necessary skills and know-how to succeed in their roles and provide exceptional servicing experiences to our customers. Successful associates at Capital One will:/pulliDemonstrate the ability and willingness to learn/liliPossess a strong attention to detail, a positive attitude and have the ability to be flexible and embrace change/liliDemonstrate a strong customer focus that is rooted in empathy/liliCommunicate effectively with peers, management and customers, using appropriate methods of communication for role/liliExercise good judgment and independent decision-making skills/liliAbility to problem solve individual issues, guide co-workers in problem solving and solutions when needed, and identify trends in customer needs/liliDemonstrate exceptional listening, questioning, call control and de-escalation techniques/liliBe proactive, have effective time management and organizational skills/liliDisplay dependability with a solid attendance record/li/ulh3Responsibilities:/h3pSenior 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 customers 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./pulliYoull 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 customerswell ensure youre supported with the tools, resources and experience to ensure youre up for the challenge!/liliYou will investigate customer concerns, help create and implement process improvements and report trending customer issues./liliYou may support other customer service advocates, who will reach out for help with a customer issue or complaint. Youll 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./li/ulpBasic Qualifications:/pulliHigh school diploma, GED or equivalent certification/liliAt least 3 years of customer service or call center experience/liliAt least 1 year of Google Suite or Microsoft Office experience/liliAt least 1 year of Fraud or Disputes experience/li/ulpPreferred Qualifications:/pulliAt least 4 years of customer service or call center experience/liliAt least 1 year experience working in the financial industry/liliAt least 1 year of escalated call experience/li/ulpThe Benefits:/ppAt Capital One, you join a complete benefits program. Our unique benefits and enrollment programs are designed to help you be your happiest, healthiest self. Its backed by our belief that great work doesnt mean sacrificing your well being. Its part of our mission to set the standard for personal flexibility, so you can grow here and at home./ppWork from Home Technology Requirements:/pulliA secure home office environment that is free from background noise and distractions/liliA reliable private internet connection that is not supplied via cellular data or hotspot/liliA private network that is password protected where you have ownership or line of sight to every device on the network/liliInternet service must be provided by Cable or fiber Internet Service Provides (ISP)/liliHotspots and satellite services are prohibited and do not meet performance criteria required for optimal agent/customer interactions/liliISP speed on VPN must be at least 100 Mbps download and 10 Mbps upload/liliTo validate ISP speeds from a Chrome browser, go to type Speed Test and run from the Google landing page/li/ulpBoth Hardwire and WiFI internet connections are acceptable as long as speed and security requirements are met/ppCapital 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 are 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./ppWork from Home Location Requirements/ppCandidates 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./ppWe are unable to consider applicants who:/pulliDo not maintain network-compatible internet access/liliLive or work beyond the 100 mile radius of their dedicated location, or/liliLive or work in the state of California./li/ulpAt this time, Capital One will not sponsor a new applicant for employment authorization for this position/ppThe 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./ppSales 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: $49,774 - $49,774 for Senior Complaints CoordinatorColumbus, OH: $49,774 - $49,774 for Senior Complaints CoordinatorPhoenix, AZ: $49,774 - $49,774 for Senior Complaints CoordinatorRichmond, VA: $49,774 - $49,774 for Senior Complaints Coordinator/ppCandidates 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 candidates offer letter./ppCapital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the Capital One Careers website . Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level./ppThis role is expected to accept applications for a minimum of 5 business days.No agencies please. Capital One is an equal opportunity employer (EOE, including disability/vet) committed to non-discrimination in compliance with applicable federal, state, and local laws. Capital One promotes a drug-free workplace. Capital One will consider for employment/p/div