Capital One · 21 hours ago
Work From Home - Senior Complaints Coordinator - FDO Escalations - Fraud Account Management Investigations Solutions (FAMISE)
Plano, TX
Full-time
Hybrid
Mid, Senior Level
$50K/yr - $50K/yr
3+ years expCapital One is a leading bank that emphasizes exceptional customer service and innovative solutions. The Senior Complaints Coordinator will be responsible for resolving customer complaints, advocating for customer needs, and implementing process improvements to enhance customer experience.
Financial Services
No H1B
Responsibilities
Advocate for customers, problem solve and own issue resolution in alignment with compliance and regulatory requirements
Handle complaints and/or escalated situations, ensuring effective de-escalation
Investigate customer concerns and help create and implement process improvements
Report trending customer issues
Support other customer service advocates by guiding them in problem solving and providing in-the-moment feedback
Qualification
Required
High School Diploma, GED, or equivalent certification
At least 3 years of Customer Service or Call Center experience
At least 1 year of experience using Google Suite or Microsoft Office
At least 1 year of Fraud or Disputes experience
Demonstrate the ability and willingness to learn
Possess a strong attention to detail, a positive attitude and have the ability to be flexible and embrace change
Demonstrate a strong customer focus that is rooted in empathy
Communicate effectively with peers, management and customers, using appropriate methods of communication for role
Exercise good judgment and independent decision-making skills
Ability to problem solve individual issues, guide co-workers in problem solving and solutions when needed, and identify trends in customer needs
Demonstrate exceptional listening, questioning, call control and de-escalation techniques
Be proactive, have effective time management and organizational skills
Display dependability with a solid attendance record
Demonstrate strong negotiation and communication skills
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 sight to every device on the network
Internet service must be provided by Cable or Fiber Internet Service Providers (ISP)
ISP download speeds on VPN must be at least 5Mbps, with 10+ Mbps preferred
Both Hardwire and WiFi internet connections are acceptable as long as speed and security requirements are met
Candidates must live within 100 mile radius of specified locations and report in person, when required, with at least 24 hours notice
Preferred
At least 4 years of Customer Service or Call Center experience
At least 1 year of experience in the Financial Industry
At least 1 year of escalated call experience
Benefits
Day 1 coverage for Medical, Dental, Vision and Prescriptions
Flexible Spending Accounts
Life and Disability Insurance
Mental wellness support
401K
Stock Purchase Plan
Flexible schedule options
Paid time off
Paid training and development
Tuition reimbursement
Backup childcare
Company
Capital One
Capital One is a financial services company that provides banking, credit card, auto loan, savings, and commercial banking services.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$5.45BKey Investors
Berkshire Hathaway
2025-09-11Post Ipo Debt· $2.75B
2025-01-30Post Ipo Debt· $1.75B
2023-05-15Post Ipo Equity· $954M
Leadership Team
Lo Li
CTO, Managing Vice President Retail Bank
Daniel Arellano
Senior Vice President, Business Cards and Payments
Recent News
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