Work From Home - Senior Complaints Coordinator; CRT - Customer Resolution Team

Senior Complaints Coordinator (CRT - Customer Resolution Team) – Work From Home

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 a 100‑mile 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)
• 19801 (Wilmington, DE)
• 85029 (Phoenix, AZ)
• 84120 (Lake Park, UT)
• 43213 (Whitehall, OH)

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 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 Customer Service Coordinators at Capital One are tasked with providing top‑notch 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.

• 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.
• Investigate customer concerns, help create and implement process improvements and report trending customer issues.
• Support other customer service advocates by guiding them to the right path to solve customer concerns and provide in‑the‑moment feedback to ensure the associate is connected to the right resources.

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. This high‑energy position involves interaction with various departments and partners across the Capital One network. It requires skill at de‑escalating customer situations, acting as a customer advocate, and taking ownership until customer issues are resolved.

• General customer service inquiries
• Research and resolve customer complaints
• Identify and provide feedback on trends
• Flag potential regulatory compliance violations or potential risk events
• Payment investigations
• Assist customers with opening new accounts and terms

• High School Diploma, GED or equivalent certification.
• At least 3 years of Customer Service or Call Center experience.
• At least 1 year of experience working in the Financial Industry.
• 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 experience in the Financial Industry.
• At least 2 years of experience in escalations.

• Secure home office environment free from background noise and distractions.
• Reliable private internet connection that is not supplied via cellular data or hotspot.
• Private network that is password‑protected where you have ownership or line‑of‑site sight to every device on the network.
• Internet service provided…