Capital One · 18 hours ago
Work from Home - Senior Complaints Coordinator - Recoveries Escalations
Richmond, VA
Full-time
Hybrid
Mid, Senior Level
$50K/yr - $50K/yr
4+ years expCapital One is a company focused on changing banking for good, providing exceptional customer service. The Senior Complaints Coordinator role involves advocating for customers, problem-solving, and managing escalated customer concerns while ensuring compliance with regulations.
Financial Services
No H1B
Responsibilities
You’ll advocate for our customers, problem solve and own issue resolution in alignment with compliance and regulatory requirements on inbound calls. Handling non escalated and escalated customer concerns, tracking complaints and/or escalated situations when necessary. 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
Use strong customer service and negotiation skills to help customers get back on track to satisfy delinquent accounts
Perform account level research to find creative solutions to resolve customer situations
Overcome objections that customers have regarding business policies or procedures relative to their account and help them to understand their account(s) and responsibilities
Become familiar with and follow Company guidelines and procedures (computer based training, class-room training, timecards, e-mail, training, etc.)
Attend team meetings
Update account information and complete appropriate documentation to ensure accurate reporting on accounts
Qualification
Required
High School Diploma, GED, or equivalent certification
At least 3 years Customer Service or Call Center experience
At least 1 year of 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
A secure home office environment that is free from background noise and distractions
A reliable private internet connection that is not supplied via cellular data or hotspot
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 Provides (ISP)
ISP speed on VPN must be at least 100 Mbps download and 10 Mbps upload
Candidates must live within 100 miles from their designated location, as determined by the line of business, and be able to report in person with at least 24 hours notice
Preferred
At least 4 years of experience of Customer Service or Call Center experience
At least 1 year of experience in the Financial Industry
At least 1 year of Collections experience
At least 1 year of Loss Mitigation experience
Benefits
Day 1 coverage for Medical, Dental, Vision and Prescriptions, plus Flexible Spending Accounts, Life and Disability Insurance, and mental wellness support.
Secure your present and plan for your future with a 401K and Stock Purchase Plan.
Flexible schedule options, paid time off, paid training and development, tuition reimbursement and even backup childcare.
Company
Capital One
Capital One is a financial services company that provides banking, credit card, auto loan, savings, and commercial banking services.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$5.45BKey Investors
Berkshire Hathaway
2025-09-11Post Ipo Debt· $2.75B
2025-01-30Post Ipo Debt· $1.75B
2023-05-15Post Ipo Equity· $954M
Leadership Team
Daniel Arellano
Senior Vice President, Business Cards and Payments
Justin Burch
Senior Vice President
Recent News
Behavioral Health Business
2026-02-12
2026-02-12
2026-02-11
Company data provided by crunchbase