Senior Operations Coordinator - Richmond, VA or Plano, TX - Work from home

Senior Operations Coordinator - Richmond, VA or Plano, TX - Work from home

Level: Senior Coordinator (Entry level)

Locations: Richmond, VA, or Plano, TX

Type: Work from Home - Refer to Work from Home Living and Technology requirements below. 

Department hours:  M-F: 1 PM - 10 PM EST / 12 PM - 9 PM CST

The Senior Operations Coordinator an entry level role for the Cardmember Servicing team.  This person fulfills the basic and transactional servicing requests made via inbound phone or email.  This person uses multiple systems interfaces to research, diagnose, and resolve client needs. Participates in day to day processing functions of Operations (Inbound Customer Service – phone and email). Fulfills important customer financial and non-financial requests using a variety of agent tools (GUI-based, green screens). Identifies, researches, solves and/or responds to inquiries of intermediate complexity. Limited participation in project-based tasks This role requires attention to detail, problem solving skills, and verbal/written communication skills for interacting with clients.

 

General Responsibilities:

• Create positive memorable experiences with clients through day to day interactions

• Diagnoses and understands client issues in real-time and offers solutions

• Fulfills various requests related to customer accounts

• Researches and resolves a wide variety of issues and queries using independent judgment with little or no assistance

• Inputs data changes on a wide variety of accounts

• Follow direction and execute tasks efficiently following procedures and meeting regulatory and customer experience requirements

• May make effective independent decisions, when necessary

• Works with management to identify process improvements

• Contributes in project settings in a limited capacity

Work from 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 via cellular data or hotspot 

  • 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 Provides (ISP) 

  • Hotspots and satellite services are prohibited and do not meet performance criteria required for optimal agent/customer interactions

  • ISP download speeds on VPN must be at least 5Mbps, with 10+ Mbps preferred

  • To validate ISP speeds from a Chrome browser, go to www.google.com, type Speed Test and run from the Google landing page

• Both Hardwire and WiFI internet connections are acceptable as long as speed and security requirements are met

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 are delivered. Capital One reserves the right to modify internet service requirements with sixty (60) days notice. Internet Service Provider specs can change by provider and location within the US. If you are experiencing consistent issues with internet stability Capital One reserves the right to ask the agent to upgrade internet service to ensure a good customer experience.

Work from Home Living Requirements:

• Candidates must live within approximately 100 miles of one of the hub locations based in 23238 or 75023 and be comfortable coming in person whenever required with no less than 24 hours notice.
   

Basic qualifications:

• High School Diploma, GED, or equivalent certification

• At least 2 years experience in call center operations

Preferred Qualifications:

• Bachelor's Degree

• At least 3 years experience in call center operations

• At least 1 years experience in process management

At this time, Capital One will not sponsor a new applicant for employmen