Work from Home Senior Complaints Coordinator - Escalated Collections Unit

About the position

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 good—with 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, and display dependability with a solid attendance record.

Responsibilities

• Provide the best customer service by listening and understanding customer needs.
• Problem solve and deliver a 'wow' customer experience to deepen relationships and loyalty.
• Advocate for customers and own issue resolution in alignment with compliance and regulatory requirements.
• Handle complaints and escalated situations, ensuring effective de-escalation.
• Investigate customer concerns and help create and implement process improvements.
• Report trending customer issues and guide other associates in resolving customer concerns.
• Provide in-the-moment feedback to ensure associates are connected to the right resources.

Requirements

• High school diploma, GED or equivalent certification.
• At least 2 years of customer service experience.

Nice-to-haves

• At least 1 year of experience working in the financial or credit card industry.
• At least 1 year of experience working in a call center.

Benefits

• Day 1 coverage for Medical, Dental, Vision and Prescriptions.
• Flexible Spending Accounts, Life and Disability Insurance, and mental wellness support.
• 401K and Stock Purchase Plan.
• Flexible schedule options, paid time off, paid training and development, tuition reimbursement, and backup childcare.