Work From Home- Bilingual; Spanish Senior Fraud Recovery Coordinator-Complex Claims

Position: Work From Home- Bilingual (Spanish) Senior Fraud Recovery Coordinator-Complex Claims
*** excluding CA*****) and report in person, when required, with at least 24 hours notice.
*** 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
* 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.
* 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
* Fluent in Spanish and English
* At least 4 years of experience of Customer Service or Call Center experience
* At least 1 year of experience in the Financial Industry
* At least 1 year of Fraud or Disputes experience
* 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  + ISP download speeds on VPN must be at least 5

Mbps, with 10+ Mbps preferred  + To validate ISP speeds from a Chrome browser, go to , 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
* 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.
* 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

Capital 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.
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