Work From Home Senior Customer Service Coordinator - Premium Retail Queue

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:

- 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

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.

- At least 3 years of customer service or call center experience

- At least 1 year of Google Suite or Microsoft Office experience

- At least 4 years of customer service or call center experience

- At least 1 year experience working in the financial industry

At Capital One, you join a complete benefits program. Our unique benefits and enrollment programs are designed to help you be your happiest, healthiest self. It's backed by our belief that great work doesn't mean sacrificing your well being.

It's part of our mission to set the standard for personal flexibility, so you can grow here and at home.

- 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

- 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), 19801 (Wilmington, DE), 85029 (Phoenix, AZ), 84120 (Lake Park, UT), or 43213 (Whitehall, OH) and report in person, when required, with at least than 24 hours notice.

- We are unable to consider applicants who do not meet the required Capital One work from home compatible internet access, who live or work outside of the 100 mile radius of the aforementioned locations, or who live or work in California.

Sales Territory: $49,774 - $49,774 for Sr Service & Cr Review Coord

Chesapeake, VA: $49,774 - $49,774 for Sr Service & Cr Review Coord

Tampa, FL: $49,774 - $49,774 for Sr Service & Cr Review Coord

Las Vegas, NV: $49,774 - $49,774 for Sr Service & Cr Review Coord

Wilmington, DE: $49,774 - $49,774 for Sr Service & Cr Review Coord

Columbus, OH: $49,774 - $49,774 for Sr Service & Cr Review Coord

Phoenix, AZ: $49,774 - $49,774 for Sr Service & Cr Review Coord

Richmond, VA: $49,774 - $49,774 for Sr Service & Cr Review Coord