Work from Home - Senior Customer Service Coordinator - Partnership Servicing (Overnight)

Capital One•Richmond, VA

4d•Remote

About The Position

Work from Home - Senior Customer Service Coordinator - Partnership Servicing (Overnight) 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 career 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. That’s life at Capital One. Your voice is our voice. We’ll champion you. It’s important for our associates to have the necessary skills and know-how to succeed in their roles and provide exceptional servicing experiences to our customers. We invest heavily in both formal and informal learning and development opportunities. Through our formal training programs and on-the-job work experience, successful associates at Capital One will: 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 Learn about the Role Senior Customer Service 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 customer’s 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. You’ll 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 customers—we’ll ensure you’re supported with the tools, resources and experience to ensure you’re 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. You’ll 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.

Requirements

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
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)
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
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 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.
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.
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.

Nice To Haves

At least 4 years of Customer Service or Call Center experience
At least 1 year of experience in the Financial Industry
At least 2 years of experience in escalations

Responsibilities

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 customers—we’ll ensure you’re supported with the tools, resources and experience to ensure you’re up for the challenge!
Investigate customer concerns, help create and implement process improvements and report trending customer issues.
Support other customer service advocates, who will reach out for help with a customer issue or complaint.
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.

Benefits

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

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