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Sr. CAT Escalation Coordinator

Location Plano, Texas
Job ID R100510 Updated date 09/15/2020
Plano 3 (31063), United States of America, Plano, Texas

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.

Sr. CAT Escalation Coordinator

Capital One prioritizes the health and safety of our associates. In light of COVID-19, we are complying with the CDC guidelines for social distancing. The vast majority of Capital One roles, including this role, have temporarily moved to work at home. When Capital One returns to normal operations, this role will return to the assigned onsite work location. 


To ensure productivity in a home environment, applicants must meet the space and technology requirements outlined below. These requirements will no longer be applicable once the role returns onsite.


 Work at Home Technology Requirements:

  • A secure home office environment that is free from background noise and distractions of any kind 

  • A reliable high-speed broadband Internet service provider (ISP): 

    • Dial up or Satellite Internet service providers are not sufficient

    • ISP must be hardwired (Wifi prohibited) and must be used for Capital One purposes only during your schedule and would need to be in place at start of employment

    • The ISP speed/bandwidth must be 5 megabytes per second (minimum required) or higher (10+ preferred). Please contact your ISP for confirmation. Check your internet service provider speed/bandwidth at

Our Setup My Loan Contact Center team has been hard at work strategizing ways to provide legendary support that our customers and associates rave about.  We’re not just looking to fill open positions – we seek outgoing, passionate people who want to start a long career with a knack for making someone’s day.  

As a Sr. CAT Escalation Coordinator, you are literally on the front lines of our company. We are seeking strong leaders who will motivate and lead our customer service team. The Senior Frontline Specialist serves as a supervising liaison between upper management, customer service representatives, and our customers. You will supervise and engage a team in providing word class customer service. The role also includes coaching and training agents, and tracking their performance.



  • Use appropriate channels to make real time decisions and fulfill policy and procedure expectations

  • Perform account level research and provide thorough accurate documentation to accounts

  • Servicing accounts by investigating problems and finding resolutions to create a positive customer experience. 

  • Provide developmental feedback to phone agents and progress report and updates to managers

  • Track touch points to help determine customer dissatisfaction

  • Train, motivate, and coach customer service teams

  • Create customer responses for complaints


Other job duties include: 

  • Resolving escalated customer issues

  • Providing updates and processing reports for management

  • Approving policy exceptions in a thorough and timely manner.


Basic Qualifications:

  • High School Diploma, GED or Equivalent Certification

  • At least 1 year of customer service call center experience


Preferred Qualifications:

  • Bilingual in English and Spanish

  • Associates or Bachelor’s Degree

  • At least 2 years of customer service experience in Financial Services or Banking

  • At least 1 year of experience in Microsoft Office


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 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

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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).