Senior Advocacy CoordinatorApply now Job ID R82869 Updated date 08/23/2019 Location Las Vegas, Nevada
At Capital One, we’re building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We are succeeding because they are succeeding.
Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams. Together, we are on a quest to change banking for good.
The Senior Advocacy Coordinator supports customers on complaint resolution needs to provide the highest level of customer service. This is a high energy position that interacts with all departments and partners across the Capital One network. This role requires being skilled at diffusing, acting as a customer's advocate, and taking ownership until a customer issue is resolved. The associate should be able to multitask, be self-managed and be highly efficient in using systems and tracking data in various databases.
- Research and resolve customer/regulator complaints
- Use appropriate channels to make real time decision and fulfill policy exceptions
- Identify and provide feedback on identified trends
- Navigate through multiple Capital One systems to solve card holder issues
- Flag potential regulatory compliance violations or potential risk events
- Create customer responses for complaints
- High School Diploma, GED or Equivalent Certification
- At least 1 year's customer service experience in Financial Services or Banking
- At least 1 years' experience with Microsoft Office products or Google Suites
- Associate's Degree or Bachelor's Degree
- At least 2 years' call center experience for Financial Services or Banking
- At least 1 year escalation experience
- At least 2 years' experience with Microsoft Office products or Google Suites
At this time, Capital One will not sponsor a new applicant for employment authorization for this position.No agencies please. Capital One is an Equal Opportunity Employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex, race, color, age, national origin, religion, physical and mental disability, genetic information, marital status, sexual orientation, gender identity/assignment, citizenship, pregnancy or maternity, protected veteran status, or any other status prohibited by applicable national, federal, state or local law. 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 RecruitingAccommodation@capitalone.com. 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 Careers@capitalone.com
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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).