Job Details

Customer Service Senior Representative

Work from home. Are you looking for a challenging role that includes the convenience of working virtually at home? We're looking for people who'd like to turn this opportunity into a meaningful career. As a Capital One Customer Operations associate, you're the heart of Capital One. To be eligible for this role, candidates must reside in one of the following states: Arizona, Delaware, Maryland, New Jersey, Ohio, Pennsylvania, Utah.

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.

Here's what we are looking for in you: At 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 change
• Demonstrate a strong customer focus rooted in empathy
• Communicate effectively with peers, management and customers
• Exercise good judgment and independent decision-making skills
• 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

Responsibilities:

• Handling routine customer service inquiries and problems via telephone, digital or chat channels through effective communication and problem solving skills.
• Demonstrate empathy with customer inquiries about reward redemptions, customer information updates, card activations, making payments, processing lost or stolen cards, statement and APR inquires, and processes credit line increase and decrease requests.
• Navigating a computerized system for responding and/or troubleshooting to customer questions.

The Benefits: At Capital One, you join a complete benefits program. Our unique benefits and enrollment programs are designed to help you be your happiest, healthiest self. It's backed by our belief that great work doesn't mean sacrificing your well being. It's part of our mission to set the standard for personal flexibility, so you can grow here and at home.

Basic Qualifications:

• High school diploma, GED or equivalent certification
• At least 1 year of customer service or call center experience

Preferred Qualifications:

• At least 2 years of customer service or call center experience

Work from 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 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)
• Hotspots and satellite services are prohibited and do not meet performance criteria required for optimal agent/customer interactions
• ISP speed on VPN must be at least 100 Mbps download and 10 Mbps upload
• To validate ISP speeds from a Chrome browser, go to www.google.com, type Speed Test and run from the Google landing page
• Hardwire ethernet connection is required

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. 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.

Compensation: $19 per hour

Schedules: We've got you covered with a variety of shifts. We are currently hiring for schedules with start times that range between the following hours:

• 10:00 AM - 12:30 PM EST (DE, PA, NJ, MD, OH)
• 8:00 AM - 10:30 AM MDT (UT)
• 7:00 AM - 9:30 AM MST (AZ)

Note: Shifts are Monday - Friday with weekends as assigned.

At this time, Capital One will not sponsor a new applicant for employment authorization for this position. The 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.

• Columbus, OH: $39,520 - $39,520 for Account Specialist
• Newark, DE: $39,520 - $39,520 for Account Specialist
• Phoenix, AZ: $39,520 - $39,520 for Account Specialist
• Salt Lake City, UT: $39,520 - $39,520 for Account Specialist

Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate's offer letter. Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the Capital One Careers website.

Capital One is an equal opportunity employer (EOE, including disability/vet) committed to non-discrimination in compliance with applicable federal, state, and local laws. Capital One promotes a drug-free workplace.