Job Details

Overview

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 a 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)

What youll do

Learn About The Role Senior Fraud Recovery Coordinators at Capital One are tasked with providing the best of the best customer service. This is your opportunity to shine through your ability to listen and understand the customers needs, problem solve and deliver a wow customer experience to deepen relationships and loyalty to our brand. Your experience and skills could support the customer experience in a variety of ways, depending on your role.

• Youll advocate for our customers, problem solve and own issue resolution in alignment with compliance and regulatory requirements. Handling complaints and/or escalated situations is very important, and de-escalation may be a complex part of your role supporting our customerswell ensure youre supported with the tools, resources and experience to ensure youre up for the challenge!
• You will investigate customer concerns, help create and implement process improvements and report trending customer issues.
• You may support other customer service advocates, who will reach out for help with a customer issue or complaint. Youll guide other associates to the right path to solve customer concerns and provide in-the-moment feedback to ensure the associate is connected to the right resources.
• Successful candidates will need to complete a Language Assessment

Responsibilities and training expectations

• 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

Basic Qualifications

• High school diploma, GED or equivalent certification
• At least 3 years of Customer Service or Call Center experience
• At least 1 year of experience using Google Suite or Microsoft Office
• Fluent in Spanish and English

Preferred Qualifications

• 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 Fraud or Disputes experience

Work From Home Technology Requirements

• Secure home office environment that is free from background noise and distractions
• Reliable private internet connection that is not supplied via cellular data or hotspot is required
• 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 Providers (ISP)
• Hotspots and satellite services are prohibited and do not meet performance criteria required for optimal agent/customer interactions
• ISP download speeds on VPN must be at least 5Mbps, with 10+ Mbps preferred
• To validate ISP speeds from a Chrome browser, go to www.google.com, type Speed Test and run from the Google landing page
• Both Hardwire and WiFi internet connections are acceptable as long as speed and security requirements are met

Work From Home Location Requirements

Candidates must live within 100 mile radius of the listed locations and report in person, when required, with at least 24 hours notice.

• We are unable to consider applicants who do not maintain network-compatible internet access
• Live or work beyond the 100 mile radius of their dedicated location, or
• Live or work in the state of California.

Your wellbeing is our priority

• Healthy 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

Were united as one

Together, were 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. Learn more.

Our next chapter? Its yours to write. Indivdually 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.

Important notices

At Capital One, we strive to attract the best people to give them the opportunity to be great.

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-###-#### or via email at ...@capitalone.com. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

This role is expected to accept applications for a minimum of 5 business days. No agencies please. 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. 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.

Capital One does not sponsor new applicants for employment authorization for this position. Salaries are location dependent and listed where applicable in the posting. This description retains the original intent and content without translating or altering factual details.