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Work From Home - Senior Complaints Coordinator - FDO Escalations - Fraud Account Management Investigations Solutions (FAMISE)
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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 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.
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 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.
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
At least 1 year of Fraud or Disputes experience
Preferred Qualifications:
At least 4 years of customer service or call center experience
At least 1 year experience working in the financial industry
At least 1 year of escalated call experience
The Benefits:
At Capital One, you join a complete benefits program. Our unique benefits and enrollment programs are designed to help you be your happiest, healthiest self. It’s backed by our belief that great work doesn’t mean sacrificing your well being. It’s part of our mission to set the standard for personal flexibility, so you can grow here and at home.
Work from Home Technology Requirements:
A secure home office environment that is free from background noise and distractions
A reliable private internet connection that is not supplied via cellular data or hotspot
A private network that is password protected where you have ownership or line of sight to every device on the network
Internet service must be provided by Cable or fiber Internet Service Provides (ISP)
