Work From Home - Customer Protection Fraud - Sr. Coordinator

Capital One
Saint Cloud, Minnesota
Jun 01, 2022
Jun 30, 2022
Full Time
Thomas Edison South (74051), United States of America, St Cloud, Minnesota

Work From Home - Customer Protection Fraud - Sr. Coordinator

More Than Just a Bank, More Than Just a Career

The Fraud Operations Team has an exciting opportunity within the Customer Protection Organization! This is an inbound contact center role that will work to support our customers with their fraud, verification and claims needs. This role is essential because they are the agents that are on the front lines of protecting the assets of our customers and the bank.

As a Customer Protection Resolution (CPR) Sr. Coordinator, your primary responsibility will be taking inbound calls from Capital One Bank customers. These customers are usually calling us in a time of need with restrictions on their accounts and could be victims of Identity Theft, Account Takeover, or Scams. We call our Sr Coordinators "Super Users" as you will also educate our customers about fraud and scams, provide them with a better way to resolve issues, and give great experiences in moments that matter to their financial well being. The agent in this role would be working from many different systems and multitasking would be a key to success in this role. You'll help our customers during moments that matter. You'll show empathy, protect, and care for our customers who experience fraud. And we'll have your back every step of the way. That's life at Capital One.

More Than Just Training, More About You

At Capital One, it's important that our associates have the necessary skills and know-how to succeed in their roles and best serve our customers. For that reason, we invest heavily in both formal and informal learning development opportunities. Through these training programs and your day-to-day work, you'll find that successful associates at Capital One will:
  • Demonstrate ability and willingness to learn, strong attention to detail, positive attitude and ability to be flexible and embrace change
  • Demonstrate a strong customer focus rooted in empathy
  • Communicate effectively with peers, management and customers
  • Exercise good judgment and independent decision-making skills
  • 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
  • Have strong technical troubleshooting techniques
  • Maintain sufficient reliable private internet connection, not supplied by use of cellular data (not a hot spot) with the ability to hardwire via ethernet cable
  • Ability to sit in front of a PC/monitor, taking phone calls using multiple systems for extended periods of time

More Benefits, More Health, More Wealth, and More Life

Capital One believes in encouraging you to fill up your cup and come back fresh. Combine that with above and beyond benefits and you might be onto something.
  • Medical, Dental, Vision, Prescription coverage Day 1
  • Paid Time Off
  • Wellbeing offerings such as backup childcare and Mental Wellness support
  • Tuition Reimbursement
  • Paid Training and Development offered quarterly
  • Flexible Spending Account
  • Life Insurance as well as Disability
  • Disability Insurance
  • 401 K and Stock Purchase Plan

" At Capital One, we strive to attract the best people to give them the opportunity to be great ."

- Rich D. Fairbank, Chairman, Founder and CEO

We believe in the Power of one

Work & Culture at Capital One

Basic Qualifications

  • High school diploma, GED or equivalent certification
  • At least 1 year of experience working in a remote environment
  • At least 2 years customer service experience or 2 years of call center experience

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 of 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 found here . To test your home internet from your personal computer at home, type 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 is delivered. Capital One reserves the right to modify internet service requirements with sixty (60) days notice.

Work at Home Living Requirements
  • Candidates must live within approximately 100 miles driving distance of 56301 (Saint Cloud, MN), or 23060 (Richmond, VA) and be comfortable coming in person whenever required with no less than 24 hours notice.

If you are unable to attain the required Capital One Work at Home compatible internet access or you live beyond 125 miles of the specified hub site, Capital One reserves the right to rescind this offer.

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 . 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

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).