Work From Home Bilingual; Spanish Senior Complaints Coordinator - USPAN

Senior Complaints Coordinator

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.

• 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.
• Investigate customer concerns, help create and implement process improvements and report trending customer issues.
• Support other customer service advocates, guide 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.
• Complete a Language Assessment.

• 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.

• High school diploma, GED or equivalent certification.
• At least 3 years of customer service or call center experience.
• At least 1 year of Google Suite or Microsoft Office experience.
• Fluent in Spanish and English.

• At least 4 years of customer service or call center experience.
• At least 1 year experience working in the financial industry.

Must live within 100 mile radius of one of the following zip codes 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)

• 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 sight to every device on the network.
• Internet service must be provided by Cable or fiber Internet Service Providers.
• Hotspots and satellite services are prohibited and do not meet performance criteria required for optimal agent/customer interactions.
• ISP speed on VPN must be at least 100 Mbps download and 10 Mbps upload.
• To validate ISP speeds from a Chrome browser, go to , type Speed Test and run from the Google landing page.
• Both hardwire and Wi‑Fi internet connections are acceptable as long as speed and security requirements are met.

• Plano, TX: $49,774 - $49,774 for Senior Complaints Coordinator
• Chesapeake, VA: $49,774 - $49,774 for Senior Complaints Coordinator
• Tampa, FL: $49,774 - $49,774 for Senior Complaints Coordinator
• Lincoln, NE: $49,774 - $49,774 for Senior Complaints Coordinator
• Las Vegas, NV: $49,774 - $49,774 for Senior Complaints Coordinator
• Wilmington, DE: $49,774 - $49,774 for Senior Complaints Coordinator
• Richmond, VA: $49,774 - $49,774 for Senior Complaints Coordinator
• St. Cloud, MN: $49,774 - $49,774 for Senior Complaints Coordinator

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 Capital One Careers website. Eligibility varies based on full or part‑time status, exempt or non‑exempt status, and management level.

Capital One is an equal opportunity employer (EOE, including disability/vet) committed to non‑discrimination in compliance with applicable federal, state, and local laws. Capital One promotes a drug‑free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries.

At this time, Capital One will not sponsor a new applicant for employment authorization for this position.