Work from Home - Fraud Transaction Case Coordinator - Fraud and Disputes Operations

Capital One•Richmond, VA

23h•Remote

About The Position

This is a challenging virtual role within Capital One's Customer Operations, specifically in Fraud and Disputes Operations. The position offers the convenience of working from home, though candidates must reside within a 100-mile radius of specific zip codes (excluding CA) and be able to report in person with 24 hours' notice if required. Capital One emphasizes a customer-focused approach, aiming to provide compassionate and effective solutions in banking. The company invests heavily in both formal and informal learning and development opportunities to ensure associates are equipped with the necessary skills. Successful associates are expected to be eager learners, detail-oriented, positive, adaptable, customer-focused, effective communicators, good at judgment and decision-making, skilled in listening and de-escalation, proactive, organized, dependable, and maintain a reliable private internet connection.

Requirements

High School Diploma, GED, or equivalent certification
At least 2 years customer service or call center experience
At least 1 year of experience using Google Suite or Microsoft Office
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 site sight to every device on the network
Internet service must be provided by Cable or Fiber Internet Service Providers (ISP)
Associates must maintain a minimum of 100 Mbps download / 10 Mbps upload speed from their internet provider
Candidates 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
Do not maintain network-compatible internet access
Do not live or work beyond the 100 mile radius of their dedicated location
Do not live or work in the state of California

Nice To Haves

At least 3 years 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

Responsibilities

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
Maintain sufficient reliable private internet connection, not supplied by use of cellular data (Not a hot spot)