Work from Home Senior Customer Service Coordinator - Partnership Servicing

More than just a bank, more than just a career

The best people listen and then say, “How can I help?” That’s what we do at Capital One. It’s how we take care of our customers. It’s how we’re changing banking for good—with compassion and real solutions. Money can be stressful; getting help shouldn’t be. Our Customer Care team is supported and empowered to be the best people, to people. . That’s life at Capital One.

Your voice is our voice. We’ll champion you.

It’s important for our associates to have the necessary skills and know-how to succeed in their roles and provide exceptional servicing experiences to our customers. We invest heavily in both formal and informal learning and development opportunities. Through our formal training programs and on-the-job work experience, successful associates at Capital One will:

• 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

Learn about the role

Senior Customer Service Coordinators at Capital One are tasked with providing the best of the best customer service. This is your opportunity to shine through your ability to listen and understand the customer’s needs, problem solve and deliver a “wow” customer experience to deepen relationships and loyalty to our brand. Your experience and skills could support the customer experience in a variety of ways, depending on your role.

• 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 …