Work From Home Sr. Advocacy Coordinator

Capital One•Plano, TX

13d•Remote

About The Position

Work From Home Sr. Advocacy Coordinator The Senior Collections Customer Advocacy Coordinator serves as a Tier 2 escalation expert within Auto Finance. This role supports complex and high-risk auto finance accounts across all stages of collections while acting as a customer advocate and compliance partner. You will handle highly escalated customer interactions, support complaint resolution, assess regulatory risk, and contribute to continuous improvement initiatives through quality feedback and trend analysis. You will act as the bridge between frontline associates and complex resolution, utilizing strong de-escalation skills to prevent Tier 3 corporate complaints.

Requirements

High School Diploma, GED, or equivalent certification
At least 3 years of Customer Service or Call Center Experience
At least 1 year of Auto Finance Loss Mitigation experience
At least 1 year of experience using Google Suite or Microsoft office
Candidates must have the ability to navigate multiple applications simultaneously to assist customers efficiently.
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
Work from home U.S. based associates are not permitted to work internationally, outside of the continental United States (i.e. Hawaii or U.S. Territories), or California.

Nice To Haves

At least 4 years of Customer Service or Call Center experience
At least 2 years of Auto Finance Loss Mitigation experience
At least 1 year of experience supporting cross-functional teams or special projects

Responsibilities

Manage inbound live calls from customers and frontline associates (consults) to resolve escalated issues
Research and resolve customer/regulator complaints received via letter, inbound call, email, or NPS surveys results
Utilize advanced communication skills to handle upset customers, preventing further escalation to Office of the President (OOTP) Tier 3 levels
Perform outbound calls to customers for follow-ups, including CAS requests, missing information, and denied requests efforts to improve customer experience
Flag potential regulatory compliance violations or risk events immediately
Identify and provide feedback on recurring trends regarding customer friction points
Create professional customer responses for complaints and maintain thorough documentation in accordance with company standards
Serve as an SME for complex collections, escalations, and policy interpretations for internal teams
Participate in projects supported by CCAT, including process enhancements and departmental initiatives
Support customers with repayment plans, hardship program enrollment, and resolution pathways