Work from Home - Senior Complaints Coordinator - Recoveries Escalations

Work from Home Senior Customer Service Coordinator - (Recoveries Escalations)

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)

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. That’s life at Capital One.

• 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

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.

• You’ll advocate for our customers, problem solve and own issue resolution in alignment with compliance and regulatory requirements on inbound calls. Handling non‑escalated and escalated customer concerns, tracking complaints and/or escalated situations when necessary. 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.
• Use strong customer service and negotiation skills to help customers get back on track to satisfy delinquent accounts.
• Perform account‑level research to find creative solutions to resolve customer situations.
• Overcome objections that customers have regarding business policies or procedures relative to their account and help them to understand their account(s) and responsibilities.
• Become familiar with and follow Company guidelines and procedures (computer‑based training, classroom training, timecards, e‑mail, training, etc.).
• Attend team meetings.
• Update account information and complete appropriate documentation to ensure accurate reporting on accounts.

• High School Diploma, GED, or equivalent certification
• At least 3 years Customer Service or Call Center experience
• At least 1 year of experience using Google Suite or Microsoft Office

• 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 Collections experience
• At least 1 year of Loss Mitigation experience

A secure home office environment that is free from background noise and distractions.

A reliable private internet connection that is not supplied via cellular data or hotspot.

• A private network that is password protected where you have ownership or line of…