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

Capital One Customer Operations – Senior Customer Service Coordinator Capital One is hiring a Senior Customer Service Coordinator to work virtually from home while servicing and resolving customer complaints and escalations. The role is based in the US and requires working in one of the approved geographic locations listed below. Eligibility & Location Requirements • Must live within a 100‑mile radius of one of the following zip codes (excluding California) and report in person, when required, with at least 24‑hour 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) • Applicants must not work or live beyond the 100‑mile radius or in California. Company Overview Capital One is committed to delivering exceptional customer service through empathy, strong communication, and problem‑solving. Our customer care team is empowered to provide real solutions and a compassionate experience for every customer. Key Responsibilities Advocate for customers, resolve issues, and handle escalated complaints in compliance with regulatory requirements. Investigate customer concerns, implement process improvements, and report trending customer issues. Provide guidance to other associates on how to solve customer problems and deliver real-time feedback. Manage de‑escalation situations and maintain a high‑quality customer experience. Core Competencies Demonstrates a willingness and capacity to learn. Strong attention to detail, flexibility, and positive attitude. Customer‑focused approach rooted in empathy. Effective communication with peers, management, and customers. Sound judgment and independent decision‑making. Problem‑solving skills that guide both own and teammates’ actions. Exceptional listening, questioning, call control, and de‑escalation techniques. Proactive time‑management and organizational skills. Reliability and solid attendance record. Basic Qualifications High School Diploma, GED, or equivalent certification. Minimum 3 years of Customer Service or Call Center experience. Minimum 1 year of experience working in the Financial Industry. Minimum 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 managing escalations. Work‑From‑Home Technology Requirements Secure home office environment free from background noise and distractions. Reliable private internet connection (not cellular data or hotspot) with a minimum of 100 Mbps download and 10 Mbps upload speeds. Network must be password‑protected, owned or controlled by the employee, with access to all devices. Connection via Cable or Fiber ISP – hotspots and satellite services are prohibited. Both hard‑wired and Wi‑Fi connections are acceptable if speed and security requirements are satisfied. Employees may be required to present proof of ISP speed and service package. Salary Salary ranges are location specific. Example: $49,774 for Senior Complaints Coordinator in each of the following markets: Chesapeake, VA; Tampa, FL; Las Vegas, NV; Wilmington, DE; Columbus, OH; Phoenix, AZ; Richmond, VA. Other locations may receive a different pay range. Benefits & Eligibility Capital One offers a comprehensive set of health, financial, and other benefits for full‑time employees, with eligibility varying by status and level. Candidates who do not qualify for sponsorship of the Employment Authorization Document (EAD) will not be considered. Equal Opportunity Employer Capital One is an Equal Opportunity Employer and a non‑discriminatory workplace. All qualified applicants will receive consideration for employment regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic. #J-18808-Ljbffr Capital One