Job Details

Senior Complaints Coordinator (CRT - Customer Resolution Team) Are you looking for a challenging role that includes the convenience of working virtually at home? Then a Capital One Customer Operations role may be the role for you! To be eligible for this role, candidates must live within 100 miles radius of one of the following zip codes (excluding CA) 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 CareerYour Voice is our voice. We'll champion you.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. And we'll have your back every step of the way. That's life at Capital One.More Than Just Training, More About YouAt Capital One, it's important that our associates have the necessary skills and know-how to succeed in their roles and best serve our customers. For that reason, we invest heavily in both formal and informal learning development opportunities. Through these training programs and your day-to-day work, you'll find that successful associates at Capital One will:Demonstrate ability and willingness to learn, strong attention to detail, positive attitude and ability to be flexible and embrace changeDemonstrate a strong customer focus rooted in empathyCommunicate effectively with peers, management and customersExercise good judgment and independent decision-making skillsDemonstrate exceptional listening, questioning, call control, and de-escalation techniquesBe proactive, have effective time management and organizational skillsDisplay dependability with a solid attendance recordMaintain sufficient reliable private internet connection, not supplied by use of cellular data (Not a hot spot)Learn about the RoleThe Customer Resolution Team (CRT) is an escalated servicing queue focused on providing high quality service to customers. Senior Complaints Coordinators support customers with complaint resolution needs. This is a high energy position that interacts with various departments and partners across the Capital One network. This role requires being skilled at de-escalating customer situations, acting as a customer advocate and taking ownership until customer issues are resolved. Associates should be able to multitask, self-manage and be highly efficient in using systems and tracking data in various databases.General ResponsibilitiesGeneral customer service inquiriesResearch and resolve customer complaintsIdentifies and provides feedback on trendsFlags potential regulatory compliance violations or potential risk eventsPayment InvestigationsAssisting customers with opening new accounts and termsBasic QualificationsHigh School Diploma, GED, or equivalent certificationAt least 3 years of Customer Service or Call Center ExperienceAt least 1 year of experience using Google Suite or Microsoft officePreferred QualificationsAt least 4 years of Customer Service or Call Center experienceAt least 1 year of experience in the Financial IndustryAt least 2 years of experience in escalationsYour wellbeing is our priorityHealthy 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.Work from Home Technology RequirementsSecure home office environment that is free from background noise and distractionsReliable private internet connection that is not supplied via cellular data or hotspot is requiredA private network that is password protected where you have ownership or line of site sight to every device on the networkInternet 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 interactionsAssociates must maintain a minimum of 100 Mbps download / 10 Mbps upload speed from their internet providerTo validate ISP speeds from a Chrome browser, go to www.google.com, type Speed Test and run from the Google landing pageBoth Hardwire and WiFi internet connections are acceptable as long as speed and security requirements are metCapital One reserves the right to request proof of internet provider, speed and service package from the associate. Requirements are subject to change, as new systems and technology is delivered. Capital One reserves the right to modify internet service requirements with sixty (60) days notice. Internet Service Provider specs can change by provider and location within the US. If you are experiencing consistent issues with internet stability Capital One reserves the right to ask the agent to upgrade internet service to ensure a good customer experience.Work from Home Location RequirementsCandidates must live within 100 mile radius of 23060 (Richmond, VA), 23320 (Chesapeake, VA), 33634 (Tampa, FL), 89144 (Las Vegas, NV), 75024 (Plano, TX), 19801 (Wilmington, DE), 68521 (Lincoln, NE) or 56301 (St. Cloud, MN) and report in person, when required, with at least than 24 hours notice.We are unable to consider applicants who:Do not maintain network-compatible internet accessLive or work beyond the 100 mile radius of their dedicated location, orLive or work in the state of California.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.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. Learn about our values, work and culture."At Capital One, we strive to attract the best people to give them the opportunity to be great."- Rich D. Fairbank, Chairman, Founder and CEOWork & Culture at Capital OneAt this time, Capital One will not sponsor a new applicant for employment authorization for this positionThe 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 CoordinatorChesapeake, VA: $49,774 - $49,774 for Senior Complaints Coordinator