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The heart of Capital One’s customer care

At Capital One, people are at the heart of everything we do. Our Customer Care team lives out this mission by building meaningful relationships with customers and supporting them as they use Capital One products and services. Their work is crucial to building trust and giving our customers compassionate service.

Discover three ways Customer Care associates are inspired to change banking for good.

Innovating through customer service

With 22 years of experience, Shannon is a pro at finding innovative solutions for customer problems in her work as the escalations team lead.

One of the most meaningful improvements Shannon assisted with was helping customers adopt two-factor authentication. Shannon noticed the authentication wasn’t working as it should for certain customers, particularly for customers who may use a different name personally than what is on their government ID. She reached out to Capital One’s software department to provide insight about where customers needed assistance. By collaborating, they were able to build a more streamlined and secure mobile banking experience.

“It’s all about taking care of people and making things as simple as possible,” Shannon said. “I’m super passionate about people. I really take pride in the fact that Capital One entrusts me to take care of customers.”

Caring for customers through hard times

Haley, an outbound agent for collections, knows the impact a friendly conversation can have with customers who are going through hard times.

One of her most memorable experiences happened when a customer shared that she was going through a heart transplant. Around that same time, a friend of Haley’s family had passed away as an organ donor. The two bonded over their shared experiences. The customer was grateful that Haley was willing to listen, and even had a similar experience that could bring them together.

Haley’s compassion and empathy for the customer helped both of them navigate their hardship. She’s used the strength of vulnerability to better connect with customers going forward, using her own experiences to demonstrate empathy for customers in tough situations.

“That interaction has stuck with me for a long time, and probably always will,” Haley said. “I am so grateful to have made that connection.”

Investing in customer-focused careers

When Christopher, an outbound agent for collections, is on the phone, his sole focus is the customer at the other end of the line. He knows that the customers he calls may be experiencing financial or personal hardship. Whether it’s five minutes or an hour, he’s committed to lending them a supportive ear and investing in their wellbeing.

When Christopher is off the phone, Capital One brings that same focus to his wellbeing and career growth. He’s benefitted from mentoring with Capital One managers to learn valuable leadership skills and learn from their career paths. He’s joined an internal leadership group that supports associates as they grow process management skills and prioritize operational success.

By investing in his career, Capital One has provided Chris with the tools to live out the mission to change banking for good.

“In our disconnected world, it’s so easy to forget the human aspect,” Chris said. “Capital One puts it in our motto. When you focus on humanity, you will ultimately win.”

Ready for a meaningful career change? Join our Customer Care team today.

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