Senior Complaints Coordinator - Recoveries Escalations

About This Role

Capital One is seeking a Senior Complaints Coordinator to provide exceptional customer service by advocating for customers, investigating concerns, and resolving escalated issues while adhering to compliance and regulatory requirements. This role supports the Recoveries Escalations team, focusing on problem-solving and de-escalation techniques.

Responsibilities

• Advocate for customers, problem solve, and own issue resolution in alignment with compliance and regulatory requirements on inbound calls.
• Handle non-escalated and escalated customer concerns, tracking complaints and/or escalated situations when necessary.
• Investigate customer concerns, help create and implement process improvements, and report trending customer issues.
• Use strong customer service and negotiation skills to help customers get back on track to satisfy delinquent accounts.
• Perform account level research to find creative solutions to resolve customer situations.
• Overcome customer objections regarding business policies or procedures and help them understand their accounts and responsibilities.
• Become familiar with and follow Company guidelines and procedures.
• Update account information and complete appropriate documentation to ensure accurate reporting on accounts.

Requirements

• High School Diploma, GED, or equivalent certification
• At least 3 years Customer Service or Call Center experience
• At least 1 year of experience using Google Suite or Microsoft Office
• Ability and willingness to learn
• Strong attention to detail, positive attitude, adaptable to change
• Strong customer focus rooted in empathy
• Effective communication with peers, management, and customers
• Good judgment and independent decision-making skills
• Ability to problem solve individual issues and guide co-workers
• Exceptional listening, questioning, call control, and de-escalation techniques
• Proactive, effective time management, and organizational skills
• Dependability with a solid attendance record
• Secure home office environment free from background noise and distractions
• Reliable private internet connection not supplied via cellular data or hotspot
• Private, password-protected network with ownership or line of sight to every device
• Internet service provided by Cable or fiber Internet Service Providers (ISP)
• ISP speed on VPN must be at least 100 Mbps download and 10 Mbps upload
• Must live within 100 miles from a designated location and be able to report in person with 24 hours notice

Qualifications

• High School Diploma, GED, or equivalent certification
• At least 3 years Customer Service or Call Center experience, and at least 1 year of experience using Google Suite or Microsoft Office.

Nice to Have

• At least 4 years of Customer Service or Call Center experience
• At least 1 year of experience in the Financial Industry
• At least 1 year of Collections experience
• At least 1 year of Loss Mitigation experience

Skills

* Required skills

Benefits