Senior Operations Coordinator - Richmond, VA or Plano, TX - Work from home

Capital One•Plano, TX

6d•Remote

About The Position

The Senior Operations Coordinator is an entry level role for the Cardmember Servicing team. This person fulfills the basic and transactional servicing requests made via inbound phone or email. This person uses multiple systems interfaces to research, diagnose, and resolve client needs. Participates in day to day processing functions of Operations (Inbound Customer Service – phone and email). Fulfills important customer financial and non-financial requests using a variety of agent tools (GUI-based, green screens). Identifies, researches, solves and/or responds to inquiries of intermediate complexity. Limited participation in project-based tasks. This role requires attention to detail, problem solving skills, and verbal/written communication skills for interacting with clients.

Requirements

High School Diploma, GED, or equivalent certification
At least 2 years experience in call center operations
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
Associates must maintain a minimum of 100 Mbps download / 10 Mbps upload speed from their internet provider
Candidates must live within approximately 100 miles of one of the hub locations based in 23238 or 75023 and be comfortable coming in person whenever required with no less than 24 hours notice.

Nice To Haves

Bachelor's Degree
3+ years experience in call center operations
1+ years experience in process management

Responsibilities

Create positive memorable experiences with clients through day to day interactions
Diagnoses and understands client issues in real-time and offers solutions
Fulfills various requests related to customer accounts
Researches and resolves a wide variety of issues and queries using independent judgment with little or no assistance
Inputs data changes on a wide variety of accounts
Follow direction and execute tasks efficiently following procedures and meeting regulatory and customer experience requirements
May make effective independent decisions, when necessary
Works with management to identify process improvements
Contributes in project settings in a limited capacity