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Capital One · 2 months ago

Work from Home Senior Customer Service Coordinator, Premium Retail Queue - Partnership Servicing

United States

Full-time

Remote

Mid, Senior Level

$50K/yr - $50K/yr

4+ years exp

Capital One is a bank that is focused on changing banking for good through compassion and real solutions. The Senior Customer Service Coordinator role involves providing exceptional customer service, advocating for customers, and resolving issues while ensuring compliance with regulations.

BankingCredit CardsFinanceFinancial Services

Comp. & Benefits

No H1B

Responsibilities

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

Advocate for our customers, problem solve and own issue resolution in alignment with compliance and regulatory requirements

Handle complaints and/or escalated situations

Investigate customer concerns, help create and implement process improvements and report trending customer issues

Support other customer service advocates, who will reach out for help with a customer issue or complaint

Guide other associates to the right path to solve customer concerns and provide in-the-moment feedback

Qualification

Customer service experienceProblem solvingCommunication skillsGoogle SuiteMicrosoft OfficeEmpathyListening skillsDe-escalation techniquesAttention to detailTime managementOrganizational skills

Required

High school diploma, GED or equivalent certification

At least 3 years of customer service or call center experience

At least 1 year experience using Google Suite or Microsoft Office

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

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 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 5Mbps, with 10+ Mbps preferred

Both Hardwire and WiFi internet connections are acceptable as long as speed and security requirements are met

Preferred

At least 4 years customer service or call center experience

At least 1 year experience working in the financial industry

Benefits

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