HR Help Center Specialist, Principal Coordinator (Work from Home)

Overview

HR Help Center Specialist, Principal Coordinator (Work from Home)

As an HR Help Center Specialist (Principal Coordinator), you'll be the primary point of contact for current and former Capital One associates, addressing a wide range of HR inquiries and issues. This dynamic role involves managing inbound interactions via phone, email, and chat, as well as processing a variety of back-office tasks and cases within our case management system. These cases can originate directly from associate interactions, external vendor requests, or internal HR partners. You'll cover diverse topics, including but not limited to benefits, payroll, time tracking, performance, compensation, HR transactions, associate relations, and severance. Your main goal will be to swiftly and accurately resolve issues, ensuring a positive and seamless experience for every associate.

Responsibilities:

• Handle and resolve inbound inquiries and cases via phone, email, and chat from current and former Capital One employees, demonstrating flexibility throughout the day and week.

• Process and manage a variety of back-office HR tasks and cases that may not be tied to direct inbound interactions.

• Resolve cases initiated by the Tier 1 HR Help Center that require a higher level of expertise or system capability.

• Display good judgment and decision-making in all interactions.

• Meet all monthly Key Performance Indicators (KPIs).

• Open and maintain cases in the Salesforce case management system.

• Collaborate closely with Capital One HR Partners to fulfill requests, resolve errors, and maintain or update accurate information in Workday.

• Collaborate with cross-functional teams to resolve complex issues.

• Problem-solve anomalies and share solutions to resolve incoming inquiries and issues.

• Determine when an incoming request or case needs to be escalated to the appropriate HR partner or forwarded to the next tier.

• Manage and prioritize multiple inquiries/cases simultaneously in a fast-paced environment.

• Navigate Pulse and other Help Center resources to locate required information.

• Identify areas for process enhancements.

• Safeguard Associate Personal Information with the highest level of integrity and confidentiality, in full compliance with HIPAA regulations.

• Demonstrate excellent written and verbal communication skills.

• Perform other duties as assigned, if applicable.

Regular attendance is required to be successful in this role and overtime may be required as business needs dictate. This role will require flexibility to work shifts that will vary between 8:00AM-5:00PM EST Monday to Friday including holidays as needed.

We are seeking a highly adaptable individual who thrives in a fast-paced, remote call center environment. The ideal candidate will possess strong time management, problem-solving, and customer service skills, supported by a proven record of excellent attendance. A high-speed, reliable internet connection and a quiet remote workspace are essential.

Basic Qualifications:

• High School Diploma, GED, or Equivalent Certification

• At least 2 years of call center operations, back office, or HR operations experience.

• At least 1 year of experience with Google Suite.

Preferred Qualifications:

• 3+ years of call center operations experience.

• 1+ year of HR experience.

• 1+ years HR Help Center Tier 1 experience.

• 1+ year experience with Workday HRIS System.

• 1+ year experience with Salesforce case management platform.

• 1+ year handling complex resolution and escalations (Tier 2 support).

• Experience working in an agile environment (JIRA).

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 HR Coordinator

Richmond, VA: $56,800 - $64,800 for Principal HR 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 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).