Work From Home - Senior Complaints Coordinator (CRT - Customer Resolution Team)

Work From Home - Senior Complaints Coordinator (CRT - Customer Resolution Team)

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

Your Voice is our voice. We’ll champion you.

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. And we’ll have your back every step of the way. That’s life at Capital One.

More Than Just Training, More About You

At Capital One, it’s important that our associates have the necessary skills and know-how to succeed in their roles and best serve our customers. For that reason, we invest heavily in both formal and informal learning development opportunities. Through these training programs and your day-to-day work, you’ll find that successful associates at Capital One will:

• Demonstrate ability and willingness to learn, strong attention to detail, positive attitude and ability to be flexible and embrace change

• Demonstrate a strong customer focus rooted in empathy

• Communicate effectively with peers, management and customers

• Exercise good judgment and independent decision-making skills

• 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

• Maintain sufficient reliable private internet connection, not supplied by use of cellular data (Not a hot spot)

Learn about the Role

The Customer Resolution Team (CRT) is an escalated servicing queue focused on providing high quality service to customers. Senior Complaints Coordinators support customers with complaint resolution needs. This is a high energy position that interacts with various departments and partners across the Capital One network. This role requires being skilled at de-escalating customer situations, acting as a customer advocate and taking ownership until customer issues are resolved. Associates should be able to multitask, self-manage and be highly efficient in using systems and tracking data in various databases.

General Responsibilities

• General customer service inquiries

• Research and resolve customer complaints

• Identifies and provides feedback on trends

• Flags potential regulatory compliance violations or potential risk events

• Payment Investigations

• Assisting customers with opening new accounts and terms

More Benefits, More Health, More Wealth, and More Life

Capital One believes in encouraging you to fill up your cup and come back fresh. Combine that with above and beyond benefits and you might be onto something.

• Medical, Dental, Vision, Prescription coverage Day 1

• Flexible Schedule Options

• Paid Time Off

• Wellbeing offerings such as backup childcare and Mental Wellness support

• Tuition Reimbursement

• Paid Training and Development offered quarterly

• Flexible Spending Account

• Life Insurance

• Disability Insurance

• 401 K and Stock Purchase Plan

“At Capital One, we strive to attract the best people to give them the opportunity to be great.”

- Rich D. Fairbank, Chairman, Founder and CEO

Basic Qualifications

• 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

Preferred Qualifications

• 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

Work from Home Technology Requirements

• 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 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.

Work from Home Location Requirements

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.

We’re united as one

Together, we’re on a journey to create a more equitable future for all. We believe that filling the room with unique perspectives and experiences is valuable for everyone. Learn more.

Our next chapter? It’s yours to write.

Individually and collectively, we impact millions of people and shape the future of banking. The diverse backgrounds, voices and experiences of our associates rally around a shared sense of purpose–to make banking better for every customer. Learn about our values, work and culture .

“At Capital One, we strive to attract the best people to give them the opportunity to be great.”

- Rich D. Fairbank, Chairman, Founder and CEO

At this time, Capital One will not sponsor a new applicant for employment authorization for this position

The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.

Plano, TX: $49,774 - $49,774 for Senior Complaints Coordinator

Chesapeake, VA: $49,774 - $49,774 for Senior Complaints Coordinator

Tampa, FL: $49,774 - $49,774 for Senior Complaints Coordinator

Lincoln, NE: $49,774 - $49,774 for Senior Complaints Coordinator

Las Vegas, NV: $49,774 - $49,774 for Senior Complaints Coordinator

Wilmington, DE: $49,774 - $49,774 for Senior Complaints Coordinator

Richmond, VA: $49,774 - $49,774 for Senior Complaints Coordinator

St Cloud, MN: $49,774 - $49,774 for Senior Complaints Coordinator

Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate’s offer letter.

Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the Capital One Careers website . Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.

This role is expected to accept applications for a minimum of 5 business days.

No agencies please. Capital One is an equal opportunity employer (EOE, including disability/vet) committed to non-discrimination in compliance with applicable federal, state, and local laws. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City’s Fair Chance Act; Philadelphia’s Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.

If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at [email protected] . All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

For technical support or questions about Capital One's recruiting process, please send an email to [email protected]

Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.

Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).