Work From Home - Senior Complaints Coordinator - FDO Escalations - Fraud Account
Capital One, Plano, Texas, us, 75086
Overview
Are you looking for a challenging role that includes the convenience of working virtually at home? Capital One offers a Customer Operations role with in-person reporting when required, with eligibility limited to a 100 mile radius of certain zip codes (excluding CA) and at least 24 hours notice for in-person requirements.
Within this program, you will be part of a team dedicated to delivering exceptional servicing experiences to customers. Our Customer Care team is supported and empowered to be the best for our customers—and for you. Your voice is our voice, and we will champion you.
Responsibilities and role learning Your experience and skills support customer experience in a variety of ways, depending on your role. Through formal training and on-the-job work experience, successful associates will:
Demonstrate the ability and willingness to learn
Maintain strong attention to detail, stay flexible, and embrace change
Demonstrate a strong customer focus grounded in empathy
Communicate effectively with peers, management and customers using appropriate methods for the role
Exercise good judgment and independent decision-making skills
Problem solve individual issues, guide coworkers, identify trends in customer needs
Demonstrate exceptional listening, questioning, call control, and de-escalation techniques
Be proactive with effective time management and organizational skills
Demonstrate dependability with a solid attendance record
Demonstrate strong negotiation and communication skills
Position: Senior Risk Coordinator Senior Risk Coordinators provide the best possible customer service by listening, understanding needs, solving problems, and delivering a memorable customer experience to deepen relationships and loyalty. Responsibilities may support customer experience in various ways depending on the role, including advocacy, issue resolution, and process improvement.
Advocate for customers, problem solve, and own issue resolution in alignment with compliance and regulatory requirements; handle complaints and escalations with appropriate support
Investigate customer concerns, help create and implement process improvements, and report trending issues
Support other customer service advocates and provide in-the-moment feedback to connect associates with 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 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 1 year of experience in the Financial Industry
At least 1 year of escalated call experience
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 and accessible to all devices on the network
Internet service provided by Cable or Fiber providers (ISP)
Hotspots and satellite services are prohibited and do not meet performance criteria
ISP download speeds on VPN must be at least 5 Mbps, 10+ Mbps preferred
Hardwire and WiFi connections are acceptable if speed and security requirements are met
Capital One reserves the right to request proof of internet provider, speed, and service package. Requirements are subject to change with notice. Exceptions or changes to internet requirements will be communicated accordingly.
Work from Home Location Requirements Candidates must live within a 100 mile radius of the following locations 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), 75024 (Plano, TX), 19801 (Wilmington, DE), 68521 (Lincoln, NE), or 56301 (St. Cloud, MN).
We are unable to consider applicants who do not maintain network-compatible internet access, live or work beyond the 100 mile radius of their location, or live in California.
Benefits and Wellbeing
Healthy body, healthy mind with coverage for Medical, Dental, Vision, and Prescriptions, plus FSAs, Life and Disability Insurance, and mental wellness support
401K and Stock Purchase Plan
Flexible schedule options, paid time off, paid training and development, tuition reimbursement, and backup childcare
Culture and Values Together, we’re on a journey to create a more equitable future for all. We value diverse backgrounds and experiences and believe they strengthen our work. Learn about our values, work and culture.
"At Capital One, we strive to attract the best people to give them the opportunity to be great."
Note:
At this time, Capital One will not sponsor a new applicant for employment authorization for this position.
The salary information listed is location-specific and applicable to candidates hired to perform work in the listed locations. Salaries for part-time roles are prorated. Salaries by location are provided for Senior Complaints Coordinator roles as an example; actual offer is location-dependent.
No agencies please. Capital One is an equal opportunity employer (EOE, including disability/vet) committed to non-discrimination in compliance with applicable laws. If you require an accommodation, contact Recruiting for assistance.
#J-18808-Ljbffr
Within this program, you will be part of a team dedicated to delivering exceptional servicing experiences to customers. Our Customer Care team is supported and empowered to be the best for our customers—and for you. Your voice is our voice, and we will champion you.
Responsibilities and role learning Your experience and skills support customer experience in a variety of ways, depending on your role. Through formal training and on-the-job work experience, successful associates will:
Demonstrate the ability and willingness to learn
Maintain strong attention to detail, stay flexible, and embrace change
Demonstrate a strong customer focus grounded in empathy
Communicate effectively with peers, management and customers using appropriate methods for the role
Exercise good judgment and independent decision-making skills
Problem solve individual issues, guide coworkers, identify trends in customer needs
Demonstrate exceptional listening, questioning, call control, and de-escalation techniques
Be proactive with effective time management and organizational skills
Demonstrate dependability with a solid attendance record
Demonstrate strong negotiation and communication skills
Position: Senior Risk Coordinator Senior Risk Coordinators provide the best possible customer service by listening, understanding needs, solving problems, and delivering a memorable customer experience to deepen relationships and loyalty. Responsibilities may support customer experience in various ways depending on the role, including advocacy, issue resolution, and process improvement.
Advocate for customers, problem solve, and own issue resolution in alignment with compliance and regulatory requirements; handle complaints and escalations with appropriate support
Investigate customer concerns, help create and implement process improvements, and report trending issues
Support other customer service advocates and provide in-the-moment feedback to connect associates with 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 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 1 year of experience in the Financial Industry
At least 1 year of escalated call experience
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 and accessible to all devices on the network
Internet service provided by Cable or Fiber providers (ISP)
Hotspots and satellite services are prohibited and do not meet performance criteria
ISP download speeds on VPN must be at least 5 Mbps, 10+ Mbps preferred
Hardwire and WiFi connections are acceptable if speed and security requirements are met
Capital One reserves the right to request proof of internet provider, speed, and service package. Requirements are subject to change with notice. Exceptions or changes to internet requirements will be communicated accordingly.
Work from Home Location Requirements Candidates must live within a 100 mile radius of the following locations 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), 75024 (Plano, TX), 19801 (Wilmington, DE), 68521 (Lincoln, NE), or 56301 (St. Cloud, MN).
We are unable to consider applicants who do not maintain network-compatible internet access, live or work beyond the 100 mile radius of their location, or live in California.
Benefits and Wellbeing
Healthy body, healthy mind with coverage for Medical, Dental, Vision, and Prescriptions, plus FSAs, Life and Disability Insurance, and mental wellness support
401K and Stock Purchase Plan
Flexible schedule options, paid time off, paid training and development, tuition reimbursement, and backup childcare
Culture and Values Together, we’re on a journey to create a more equitable future for all. We value diverse backgrounds and experiences and believe they strengthen our work. Learn about our values, work and culture.
"At Capital One, we strive to attract the best people to give them the opportunity to be great."
Note:
At this time, Capital One will not sponsor a new applicant for employment authorization for this position.
The salary information listed is location-specific and applicable to candidates hired to perform work in the listed locations. Salaries for part-time roles are prorated. Salaries by location are provided for Senior Complaints Coordinator roles as an example; actual offer is location-dependent.
No agencies please. Capital One is an equal opportunity employer (EOE, including disability/vet) committed to non-discrimination in compliance with applicable laws. If you require an accommodation, contact Recruiting for assistance.
#J-18808-Ljbffr