Capital One · 7 hours ago
Work From Home - Senior Complaints Coordinator - FDO Escalations - Fraud Account Management Investigations Solutions (FAMISE)
Wilmington, DE
Full-time
Hybrid
Mid, Senior Level
$50K/yr - $50K/yr
3+ years expCapital One is a leading financial services company that is seeking a Senior Complaints Coordinator for their Customer Operations team. This role involves providing exceptional customer service, advocating for customers, and managing complaints and escalated situations to ensure compliance and customer satisfaction.
Financial Services
No H1B
Responsibilities
You’ll advocate for our customers, problem solve and own issue resolution in alignment with compliance and regulatory requirements. Handling complaints and/or escalated situations is very important, and de-escalation may be a complex part of your role supporting our customers—we’ll ensure you’re supported with the tools, resources and experience to ensure you’re up for the challenge!
You will investigate customer concerns, help create and implement process improvements and report trending customer issues
You may support other customer service advocates, who will reach out for help with a customer issue or complaint. You’ll guide other associates to the right path to solve customer concerns and provide in-the-moment feedback to ensure the associate is connected to the right resources
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
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
At Capital One, you join a complete benefits program.
Our unique benefits and enrollment programs are designed to help you be your happiest, healthiest self.
It’s backed by our belief that great work doesn’t mean sacrificing your well being.
It’s part of our mission to set the standard for personal flexibility, so you can grow here and at home.
Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being.
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
Daniel Arellano
Senior Vice President, Business Cards and Payments
Justin Burch
Senior Vice President
Recent News
Payments Dive
2026-02-13
2026-02-13
Company data provided by crunchbase