Customer Advocacy Team - Operations Principal Coordinator (Work from Home)

Overview

Customer Advocacy Team - Operations Principal Coordinator (Work from Home)

Does an opportunity to motivate and coach, and lead a team to success intrigue you? Can you demonstrate leadership skills, strong decision making, and problem solving? Above all else, empathy for the customer and a focus on doing the right thing are essential, and strong written and verbal eloquence are also crucial. We are looking for bright, motivated leaders who want to Redefine White Glove Service to our customers, both internal and external.

The Operations Principal Coordinator is a Champion of Resolve, and finds solutions for customers on complaints, interfaces with designated business area contacts to research and respond to OOTP escalations, Tier 3 customer complaints and/or system breakdowns. You will perform cursory assessment of the nature of the customer complaint, work with business contacts to mitigate complaints and support front line associates to answer questions and deliver great customer service. An Operations Principal Coordinator may also communicate via email or chat within a designated turnaround time.

Responsibilities:

• Research and resolve complex customer escalations

• Accurately notate SOR

• Subject Matter Expert that provides guidance to front line agents on P&P and systems

• Research and respond to OOTP escalations and Tier 3 complaints

• Flag potential regulatory compliance violations or risk events

• Flex for Risk Support when needed

• Reduce reputational risk and customer harm via handling of Dealer complaints

• Serve as liaison for customers engaged in both NP & Dealer experiences

• Resolve tech issues customers are facing

• Assist tech partners in testing of new product features / bugs

• Assist with day to day reporting strategy to ensure business metrics are meeting goal

• Various projects including but not limited to: scheduling; assignments; training

• Execute assigned projects with high degree of accuracy and some oversight while meeting deadlines

Job Level:Principal Coordinator 

Location:Work From Home

Schedule:Monday - Friday 9am - 6pm CST

Training Schedule:Monday - Friday 8am - 5pm CST (1 month) 

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 www.google.com, 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

This role is 100% work from home. We are unable to consider applicants who do not meet the required Capital One Work at Home compatible internet access or who live in the states of California, Hawaii, or US territories. Work from home U.S. based associates are not permitted to work internationally, outside of the continental United States (i.e. Hawaii or U.S. Territories), or California. 

Basic Qualifications:

• High School Diploma, GED, or equivalent certification

• At least 3 years Customer Service or Call Center experience

• At least 2 years experience working in the Financial Industry

• At least 1 year experience using Google Suite or Microsoft Office  

Preferred Qualifications:

• Bachelor’s Degree or military experience

• At least 4 years Customer Service or Call Center experience

• At least 3 years experience working in the Financial Industry

• At least 2 years of Customer Escalations experience 

• At least 1 year of experience in Compliance or Risk Management

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 Scheduling

• 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 as well as Disability

• 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

We believe in the Power of one

Work & Culture at Capital One

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.

Remote (Regardless of Location): $56,800 - $64,800 for Principal Ops Prod Coor

Richmond, VA: $56,800 - $64,800 for Principal Ops Prod Coor

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 theCapital 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 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

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).