Locations: Chesapeake, VA, United States of America, Chesapeake, Virginia

Senior Complaints Coordinator (CRT - Customer Resolution Team)

CANDIDATES MUST LIVE WITHIN APPROXIMATELY 100 MILES DRIVING DISTANCE OF ONE OF THE FOLLOWING ZIP CODES:

89144 (Las Vegas, NV); 33634 (Tampa, FL); 23320 (Chesapeake, VA); 23060 (Richmond, VA); 23836 (Chester, VA)

_AND BE COMFORTABLE COMING IN PERSON WHENEVER REQUIRED WITH NO LESS THAN 24 HOURS NOTICE. _

** CANDIDATES BASED IN VA CANNOT LIVE NORTH OF FREDERICKSBURG, VA.*** 

Are you looking for a challenging role that includes the convenience of working virtually at home? Are you a reliable, highly self-motivated individual? Do you genuinely care about helping customers?

Then a Capital One Virtual Servicing role may be the role for you!

In this role, you will assess our customers’ various needs to provide expert service and advocate for the best solution to their problems. The desire to minimize customer effort while showing a high level of passion and energy when problem solving will be essential. You’ll have the opportunity to showcase your already comprehensive skill set and become a trusted adviser to our customers when they encounter problems both big and small.  

A SUCCESSFUL CANDIDATE WILL DEMONSTRATE:

• Excellent verbal and written communication skills

• A passionate customer service advocate with strong critical thinking skills

• Strong time management/multi-tasking skills in a virtual environment

• Exceptional listening, questioning and technical troubleshooting techniques

• High level of autonomy, self motivation and ethical self-management

• Comfort with schedules that will most likely require afternoons or evenings and at least one weekend day with the potential for split days off 

• Availability to attend 6-7 week mandatory virtual training (Monday-Friday)

• Reliable and predictable attendance

• Must have a secure home office environment that is free from background noise and distractions of any kind 

• Ability to sit in front of a PC/monitor, fielding phone calls using multiple systems for extended periods of time ​

JOB DESCRIPTION

The 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-managed and be highly efficient in using systems and tracking data in various databases.

GENERAL RESPONSIBILITIES:

• Addressing the customers’ emotional needs, using judgment to balance customers’ desired resolution with the overall business intent 

• Handles repetitive, highly sensitive or emotional customer concerns. 

• Communicates with frontline agents to assist in solving customer concerns 

• Effectively evaluates the customer need and can efficiently solve issues 

• Ensures customer understands the method for resolution and the rationale behind the solution 

• Documents the nature of the customer escalation and resolution for documentation and future reference 

• Raises customer awareness on the benefits of our current policies and technology platforms

BASIC QUALIFICATIONS:

• High School Diploma, GED, or equivalent certification

• At least 1 year customer service experience

PREFERRED QUALIFICATIONS:

• At least 2 years in an escalated call center environment

• At least 2 years of customer service experience

• At least 3 years of post-high school education, Associate’s Degree, Bachelor’s Degree or Military Experience

• Experience working with financial products or credit cards 

• Previous escalations and complaints experience 

• Experience working in high pressure or elevated emotional environments

WORK AT HOME TECHNOLOGY REQUIREMENTS:

• A secure home office environment that is free from background noise and distractions

• A reliable private internet connection that is not supplied by use cellular data (hot spot) 

  • Cable or fiber connections are preferred 

  • Internet service download speeds must be at least 5 mbps, with 10+ mbps preferred - check your download speed using a speed test. A sample one can be found here.  To test your home internet from your personal computer at home, type www.speedtest.net into the web browser of your personal computer. 

  • Sustained ability to maintain latency less than 250 ms in voice calls is required

• Hard wired connectivity is preferred, any use of wireless connectivity must be Private (non-public) and password protected through WPA2-PSK (AES) encryption. If you have any questions about your encryption, please consult with your internet provider

  • A private network is password protected where you have ownership or line of site to every device on the network

• Capital 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 are delivered. Capital One reserves the right to modify internet service requirements with sixty (60) days notice.

CANDIDATES MUST LIVE WITHIN APPROXIMATELY 100 MILES DRIVING DISTANCE OF ONE OF THE FOLLOWING ZIP CODES:

89144 (Las Vegas, NV); 33634 (Tampa, FL); 23320 (Chesapeake, VA); 23060 (Richmond, VA); 23836 (Chester, VA)

_AND BE COMFORTABLE COMING IN PERSON WHENEVER REQUIRED WITH NO LESS THAN 24 HOURS NOTICE. _

** CANDIDATES BASED IN VA CANNOT LIVE NORTH OF FREDERICKSBURG, VA.*** 

AT THIS TIME, CAPITAL ONE WILL NOT SPONSOR A NEW APPLICANT FOR EMPLOYMENT AUTHORIZATION FOR THIS POSITION.

No agencies please. Capital One is an Equal Opportunity Employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex, race, color, age, national origin, religion, physical and mental disability, genetic information, marital status, sexual orientation, gender identity/assignment, citizenship, pregnancy or maternity, protected veteran status, or any other status prohibited by applicable national, federal, state or local law. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City’s Fair Chance Act; Philadelphia’s Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.

If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at RecruitingAccommodation@capitalone.com. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

For technical support or questions about Capital One's recruiting process, please send an email to Careers@capitalone.com

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Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).

If you’ve heard our name before and are eager to find out more about us, hold that thought. Because we’re here to lift the lid on our collaborative and empowering culture, our diverse and supportive teams, plus our innovative approach to banking. Add to that the huge range of training, professional development, and personal growth opportunities we offer, and it should be easy to see why so many people are choosing to explore life at Capital One.