Customer Advocacy Team - Operations Principal Coordinator; Work from Home

Customer Advocacy Team - Operations Principal Coordinator (Work from Home)

Does an opportunity to motivate and coach, and lead a team to success intrigue you? Can you demonstrate leadership skills, strong decision making, and problem solving? Above all else, empathy for the customer and a focus on doing the right thing are essential, and strong written and verbal eloquence are also crucial. We are looking for bright, motivated leaders who want to Redefine White Glove Service to our customers, both internal and external.

The Operations Principal Coordinator is a Champion of Resolve, and finds solutions for customers on complaints, interfaces with designated business area contacts to research and respond to OOTP escalations, Tier 3 customer complaints and/or system breakdowns. You will perform cursory assessment of the nature of the customer complaint, work with business contacts to mitigate complaints and support front line associates to answer questions and deliver great customer service.

An Operations Principal Coordinator may also communicate via email or chat within a designated turnaround time.

Responsibilities:

• Research and resolve complex customer escalations

• Accurately notate SOR

• Subject Matter Expert that provides guidance to front line agents on P&P and systems

• Research and respond to OOTP escalations and Tier 3 complaints

• Flag potential regulatory compliance violations or risk events

• Flex for Risk Support when needed

• Reduce reputational risk and customer harm via handling of Dealer complaints

• Serve as liaison for customers engaged in both NP & Dealer experiences

• Resolve tech issues customers are facing

• Assist tech partners in testing of new product features / bugs

• Assist with day to day reporting strategy to ensure business metrics are meeting goal

• Various projects including but not limited to: scheduling; assignments; training

• Execute assigned projects with high degree of accuracy and some oversight while meeting deadlines

Job Level: Principal Coordinator

Location: Work From Home

Schedule: Monday - Friday 9am - 6pm CST

Training Schedule
: Monday - Friday 8am - 5pm CST (1 month)

Work from Home Technology Requirements

• 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

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.

Work from Home Location Requirements

This role is 100% work from home. We are unable to consider applicants who do not meet the required Capital One Work at Home compatible internet access or who live in the states of California, Hawaii, or US territories. Work from home U.S. based associates are not permitted to work internationally, outside of the continental United States (i.e. Hawaii or U.S. Territories), or California.

Basic Qualifications:

• High School Diploma, GED, or equivalent certification

• At least 3 years Customer Service or Call Center experience

• At least 2 years experience working in the Financial Industry

• At least 1 year experience using…