Senior Advocacy Coordinator (CRT - Customer Resolution Team)

Capital One
Chesapeake, Virginia
Aug 31, 2021
Sep 29, 2021
Full Time
Locations: Chesapeake, VA, United States of America, Chesapeake, Virginia

Senior Advocacy Coordinator (CRT - Customer Resolution Team)

Must be within 100 miles driving distance from hub in 8705 Henderson Road, Tampa, FL 33634 and within the state of Florida; OR be within 100 miles driving distance from hub in 1421 Kristina Way,Chesapeake, VA 23320 and within the state of Virginia; OR be within 100 miles driving distance from hub in 111 N Town Center Drive, Las Vegas, NV 89144 and within the state of Nevada.

Are you looking for a challenging role that includes the convenience of working virtually at home? Are you a reliable, highly self-motivated individual? Do you genuinely care about helping customers?

Then a Capital One Virtual Servicing role may be the role for you!

In this role, you will assess our customers' various needs to provide expert service and advocate for the best solution to their problems. The desire to minimize customer effort while showing a high level of passion and energy when problem solving will be essential. You'll have the opportunity to showcase your already comprehensive skill set and become a trusted adviser to our customers when they encounter problems both big and small.

A successful candidate will demonstrate:
  • Excellent verbal and written communication skills
  • A passionate customer service advocate with strong critical thinking skills
  • Strong time management/multi-tasking skills in a virtual environment
  • Exceptional listening, questioning and technical troubleshooting techniques
  • High level of autonomy, self motivation and ethical self-management
  • Comfort with schedules that will most likely require afternoons or evenings and at least one weekend day with the potential for split days off
  • Availability to attend 5-6 week mandatory virtual training (Monday-Friday).
  • Reliable and predictable attendance
  • Must have a secure home office environment that is free from background noise and distractions of any kind
  • Ability to sit in front of a PC/monitor, fielding phone calls using multiple systems for extended periods of time
  • Must live no more than 100 miles from the hub site and in that hub's state

Job Description

The Customer Resolution Team (CRT) is an escalated servicing queue focused on providing high quality service to customers. Senior Advocacy Coordinators support customers with complaint resolution needs. This is a high energy position that interacts with various departments and partners across the Capital One network. This role requires being skilled at de-escalating customer situations, acting as a customer advocate and taking ownership until customer issues are resolved. Associates should be able to multitask, self-managed and be highly efficient in using systems and tracking data in various databases.

General Responsibilities:
  • General customer service inquiries
  • Research and resolve customer complaints
  • Identifies and provides feedback on trends
  • Flags potential regulatory compliance violations or potential risk events
  • Payment Investigations
  • Assisting customers with opening new accounts and terms

Basic Qualifications:
  • High School Diploma, GED, or equivalent certification
  • At least 1 year customer service experience

Preferred Qualifications:
  • At least 2 year in an escalated call center environment
  • At least 2 years of customer service experience
  • At least 3 years of post-high school education, Associate's Degree, Bachelor's Degree or Military 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 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.

At this time, Capital One will not sponsor a new applicant for employment authorization for this position.