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R127922 Posted 11/16/2021

Customer Protection Resolution Sr. Coordinator

Saint Cloud , Minnesota
  • Category Customer Care
  • Experience Sr. Coordinator
  • Primary Address St Cloud, Minnesota

Overview

Thomas Edison South (74051), United States of America, St Cloud, Minnesota

Customer Protection Resolution Sr. Coordinator

Work at Home Technology Requirements:

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

  • A reliable private internet connection that is not supplied by use cellular data (hot spot) 

  • Cable or fiber connections are preferred 

  • Internet service download speeds must be at least 5 mbps, with 10+ mbps preferred - check your download speed using a speed test. A sample one can be foundhere. To test your home internet from your personal computer at home, type www.speedtest.net into the web browser of your personal computer. 

  • Sustained ability to maintain latency less than 250 ms in voice calls is required

  • Hard wired connectivity is preferred, any use of wireless connectivity must be Private (non-public) and password protected through WPA2-PSK (AES) encryption. If you have any questions about your encryption, please consult with your internet provider

  • A private network is password protected where you have ownership or line of site to every device on the network

  • 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 are delivered. Capital One reserves the right to modify internet service requirements with sixty (60) days notice. 

***Candidates must live within approximately 100 miles driving distance of one of  the following zip codes 56301 and be comfortable coming in person whenever required with no less than 24 hours notice***

About the Role:

The Customer Protection Resolution (CPR) Team has an exciting opportunity within Capital One Bank.  As a CPR Sr. Coordinator, the primary responsibility will be taking inbound calls from Capital One Bank customers. Our Customer Protection Resolution Team supports our customers with fraud situations by filing cases and claims for transaction disputes or any fraudulent transactions.  This role is essential as our agents are on the front lines of protecting the assets of our customers and the bank. The agent is responsible for making outbound calls in cases that dictate verification of the true customer, merchants, banks for check verifications. The agent works with other teams across the bank, such as customer service and Fraud Investigations, to support our customers. 

In this role, you'll show empathy,  protect, and care for our customers when they call in about disputing bank account transactions, resolving claims disputes with merchants via conference calls, and update customers on the status of unresolved cases and claims. The agent in this role would be working with many different systems and multitasking would be a key to success in this role. As a fraud agent, there are opportunities to grow and support process change. These “super user” agents educate our customers about fraud and scams, provide them with a better way to resolve issues, and provide great experiences in moments that matter to their financial well being. 

Responsibilities:

  • Exhibit a high degree of professionalism and integrity in all communication

  • Verify true customers and the activity on their account

  • Identify fraudsters that are impersonating true customers

  • Work with associates throughout the organization that refer fraud situations

  • Thoroughly create fraud cases that are ready for an investigator to work immediately

  • Answering inbound calls from customers who want to dispute bank account transactions

  • Updating customers on the status of claims that could not be resolved on the first call or that is being processed 

  • Stay abreast of all changes, developments, and enhancements for all systems, products, and upgrades

  • Adhere to all regulatory requirements and flags potential regulatory compliance violations or potential risk events  

  • Be a positive team player willing to adapt to change and learn new skill sets as needed

  • Identifies and provides feedback on trends 

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

The Ideal Candidate Will Demonstrate:

  • Excellent verbal and written communication skills

  • A passion for customer service

  • Critical thinking skills

  • Strong time management/multi-tasking skills in a virtual environment

  • Exceptional listening, questioning, and technical troubleshooting techniques

  • High level of autonomy, self motivation and ethical self-management

  • Comfort with schedules that will most likely require afternoons or evenings and at least one weekend day with the potential for split days off 

  • Availability to attend up to 10 weeks mandatory virtual training (Monday-Friday)

  • Reliable and predictable attendance

  • Ability to sit in front of a PC/monitor, fielding phone calls using multiple systems for extended periods of time 

Basic Qualifications:

  • At least a High School Diploma,  GED, or equivalent certification

  • At least 2 years of customer service experience

Preferred Qualifications:

  • Bachelor’s Degree or military experience

  • At least 1 year experience working in a call center environment

  • Experience working at home in customer service 

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

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).

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