About the position

Work From Home - Senior Complaints Coordinator (CRT - Customer Resolution Team) 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 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) 75024 (Plano, TX) 19801 (Wilmington, DE) 68521 (Lincoln, NE) 56301 (St. Cloud, MN) More Than Just a Bank, More Than Just a Career Your Voice is our voice. We’ll champion you. 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. And we’ll have your back every step of the way. That’s life at Capital One. More Than Just Training, More About You At Capital One, it’s important that our associates have the necessary skills and know-how to succeed in their roles and best serve our customers. For that reason, we invest heavily in both formal and informal learning development opportunities. Through these training programs and your day-to-day work, you’ll find that successful associates at Capital One will: Demonstrate ability and willingness to learn, strong attention to detail, positive attitude and ability to be flexible and embrace change Demonstrate a strong customer focus rooted in empathy Communicate effectively with peers, management and customers Exercise good judgment and independent decision-making skills 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 Maintain sufficient reliable private internet connection, not supplied by use of cellular data (Not a hot spot) Learn about the Role The Customer Resolution Team (CRT) is an escalated servicing queue focused on providing high quality service to customers. Senior Complaints Coordinators support customers with complaint resolution needs. This is a high energy position that interacts with various departments and partners across the Capital One network. This role requires being skilled at de-escalating customer situations, acting as a customer advocate and taking ownership until customer issues are resolved. Associates should be able to multitask, self-manage and be highly efficient in using systems and tracking data in various databases.

Responsibilities

• General customer service inquiries
• Research and resolve customer complaints
• Identifies and provides feedback on trends
• Flags potential regulatory compliance violations or potential risk events
• Payment Investigations
• Assisting customers with opening new accounts and terms

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 using Google Suite or Microsoft office
• 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 met
• Capital One reserves the right to request proof of internet provider, speed and service package from the associate.
• Requirements are subject to change, as new systems and technology is delivered.
• Capital One reserves the right to modify internet service requirements with sixty (60) days notice.
• Internet Service Provider specs can change by provider and location within the US.
• If you are experiencing consistent issues with internet stability Capital One reserves the right to ask the agent to upgrade internet service to ensure a good customer experience.
• Candidates must live within 100 mile radius of 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) and report in person, when required, with at least than 24 hours notice.
• We are unable to consider applicants who: Do not maintain network-compatible internet access Live or work beyond the 100 mile radius of their dedicated location, or Live or work in the state of California.

Nice-to-haves

• At least 4 years of Customer Service or Call Center experience
• At least 1 year of experience in the Financial Industry
• At least 2 years of experience in escalations

Benefits

• Healthy body, healthy mind — Day 1 coverage for Medical, Dental, Vision and Prescriptions, plus Flexible Spending Accounts, Life and Disability Insurance, and mental wellness support.
• Save money, make money — Secure your present and plan for your future with a 401K and Stock Purchase Plan.
• Time, family and advice — Flexible schedule options, paid time off, paid training and development, tuition reimbursement and even backup childcare.