Work From Home Sr. Advocacy Coordinator
Capital One, Plano, TX, United States
The Senior Collections Customer Advocacy Coordinator serves as a Tier 2 escalation expert within Auto Finance. This role supports complex and high-risk auto finance accounts across all stages of collections while acting as a customer advocate and compliance partner. You will handle highly escalated customer interactions, support complaint resolution, assess regulatory risk, and contribute to continuous improvement initiatives through quality feedback and trend analysis. You will act as the bridge between frontline associates and complex resolution, utilizing strong de-escalation skills to prevent Tier 3 corporate complaints.****De-escalation:**** Utilize advanced communication skills to handle upset customers, preventing further escalation to Office of the President (OOTP) Tier 3 levels****Outbound Engagement:**** Perform outbound calls to customers for follow-ups, including CAS requests, missing information, and denied requests efforts to improve customer experience****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 Auto Finance Loss Mitigation experience* At least 1 year of experience using Google Suite or Microsoft office* At least 4 years of Customer Service or Call Center experience* At least 2 years of Auto Finance Loss Mitigation experience* At least 1 year of experience supporting cross-functional teams or special projects* Secure home office environment that is free from background noise and distractions* Reliable private internet connection that is not supplied via cellular data or hotspot is required
+ A private network that is password protected where you have ownership or line of site sight to every device on the network
+ Internet service must be provided by Cable or Fiber Internet Service Providers (ISP)
+ Hotspots and satellite services are prohibited and do not meet performance criteria required for optimal agent/customer interactions
+ Associates must maintain a minimum of 100 Mbps download / 10 Mbps upload speed from their internet provider
+ To validate ISP speeds from a Chrome browser, go to www.google.com, type Speed Test and run from the Google landing page* Both Hardwire and WiFi internet connections are acceptable as long as speed and security requirements are metCapital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the . Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level. #J-18808-Ljbffr
+ A private network that is password protected where you have ownership or line of site sight to every device on the network
+ Internet service must be provided by Cable or Fiber Internet Service Providers (ISP)
+ Hotspots and satellite services are prohibited and do not meet performance criteria required for optimal agent/customer interactions
+ Associates must maintain a minimum of 100 Mbps download / 10 Mbps upload speed from their internet provider
+ To validate ISP speeds from a Chrome browser, go to www.google.com, type Speed Test and run from the Google landing page* Both Hardwire and WiFi internet connections are acceptable as long as speed and security requirements are metCapital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the . Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level. #J-18808-Ljbffr