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Capital One · 1 month ago

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

United States

Full-time

Remote

Mid, Senior Level

$50K/yr - $50K/yr

3+ years exp

Capital One is a leading financial institution focused on providing exceptional customer service and innovative banking solutions. The Senior Complaints Coordinator will handle escalated customer complaints, advocate for customer needs, and work towards effective issue resolution while ensuring compliance with regulatory requirements.

BankingCredit CardsFinanceFinancial Services

Comp. & Benefits

No H1B

Responsibilities

Handling complaints and/or escalated situations is very important, and de-escalation may be a complex part of your role supporting our customers—we’ll ensure you’re supported with the tools, resources and experience to ensure you’re up for the challenge! You’ll advocate for our customers, problem solve and own issue resolution in alignment with compliance and regulatory requirements

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

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 customers—we’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

Qualification

Customer ServiceFraud ExperienceCall Center ExperienceGoogle SuiteMicrosoft OfficeEscalated Call ExperienceFinancial Industry ExperienceEmpathyAttention to DetailProblem SolvingEffective CommunicationNegotiation SkillsTime 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 of experience using Google Suite or Microsoft Office

At least 1 year of Fraud or Disputes experience

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

Preferred

At least 4 years of Customer Service or Call Center experience

At least 1 year of experience in the Financial Industry

At least 1 year of escalated call experience

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