Work From Home - Senior Complaints Coordinator - FDO Escalations - Fraud Account Management Investigations Solutions (FAMISE)

Senior Complaints Coordinator

Work from home opportunity with Capital One Customer Operations. To be eligible for this role, candidates must live within a 100 miles 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)

More than just a bank, more than just a career. 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 goodwith 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. Your voice is our voice. We'll champion you.

It's important for our associates to have the necessary skills and know-how to succeed in their roles and provide exceptional servicing experiences to our customers. We invest heavily in both formal and informal learning and development opportunities. Through our formal training programs and on-the-job work experience, successful associates at Capital One will :

• 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
• Demonstrate strong negotiation and communication skills

Learn about the role : Senior Risk 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. Handling complaints and / or escalated situations is very important, and de-escalation may be a complex part of your role supporting our customerswe'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.

Basic Qualifications :

Preferred Qualifications :

Work from Home Technology Requirements :

Work from Home Location Requirements :

Your wellbeing is our priority. Our benefits and total compensation package is designed for the whole person. Caring for both you and your family. Learn more.

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.

We're united as one. Together, we're on a journey to create a more equitable future for all. We believe that filling the room with unique perspectives and experiences is valuable for everyone.

Our next chapter? It's yours to write. Individually and collectively, we impact millions of people and shape the future of banking. The diverse backgrounds, voices and experiences of our associates rally around a shared sense of purposeto make banking better for every customer.

At Capital One, we strive to attract the best people to give them the opportunity to be great.

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

The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.

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