[Hiring] Senior Complaints Coordinator @Capital One

Role Description

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!

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.

• Advocate for customers, problem solve, and own issue resolution in alignment with compliance and regulatory requirements.
• Handle complaints and/or escalated situations, ensuring you’re supported with the tools, resources, and experience.
• Investigate customer concerns, help create and implement process improvements, and report trending customer issues.
• Support other customer service advocates, guiding them to the right path to solve customer concerns.

Qualifications

• Demonstrate the ability and willingness to learn.
• Possess a strong attention to detail, a positive attitude, and 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.
• Exercise good judgment and independent decision-making skills.
• Ability to problem solve individual issues and identify trends in customer needs.
• Demonstrate exceptional listening, questioning, call control, and de-escalation techniques.
• Be proactive with effective time management and organizational skills.
• Display dependability with a solid attendance record.

Requirements

• High School Diploma, GED, or equivalent certification.
• At least 3 years of Customer Service or Call Center experience.
• At least 1 year of experience in the Financial Industry.
• At least 1 year of experience using Google Suite or Microsoft Office.
• At least 1 year of Fraud or Disputes experience.

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 1 year of escalated call experience.

Benefits

• Comprehensive benefits program designed to support your total well-being.
• Work from Home Technology Requirements:
• Secure home office environment free from background noise and distractions.
• Reliable private internet connection (not supplied via cellular data or hotspot).
• Private network that is password protected.
• Internet service must be provided by Cable or Fiber Internet Service Providers (ISP).
• Minimum of 100 Mbps download / 10 Mbps upload speed required.

Work from Home Location Requirements

• Candidates must live within a 100-mile radius of specified locations and report in person when required.
• We are unable to consider applicants who do not maintain network-compatible internet access.
• Capital One will not sponsor a new applicant for employment authorization for this position.

Salary Information

• Plano, TX: $49,774
• Chesapeake, VA: $49,774
• Tampa, FL: $49,774
• Lincoln, NE: $49,774
• Las Vegas, NV: $49,774
• Wilmington, DE: $49,774
• Richmond, VA: $49,774
• St Cloud, MN: $49,774