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

Capital One is a financial services company that is changing banking for good with compassion and real solutions. They are seeking a Senior Customer Service Coordinator to provide exceptional customer service, advocate for customers, and problem solve to deliver a positive customer experience.

Responsibilities:

• 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 Google Suite or Microsoft Office experience
• 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
• Candidates must live within 100 mile radius of specified locations and report in person, when required, with at least 24 hours notice
• 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
• 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
• At least 4 years of customer service or call center experience
• At least 1 year experience working in the financial industry
• At least 2 years experience with escalations