Sr. Advocacy Coordinator - Work from Home

Sr. Advocacy Coordinator - Work from Home

Job Description:

Are you a purpose-driven leader ready to make a tangible impact? We are seeking a Senior Advocacy Coordinator who pairs decisive judgment with a passion for collaborative problem-solving. In this dynamic, high-volume role, you will handle complex escalations with precision, championing teamwork across the organization to deliver exceptional outcomes. If you are ready to apply your skills to transform challenging situations and truly advocate for our customers, join us in redefining what service excellence looks like.

The Customer Advocacy Team (CAT) is a phone-based unit dedicated to delivering high-quality service by resolving intricate technical problems and customer grievances by overseeing technical inquiries and escalated situations. This high-energy role involves researching system breakdowns, collaborating with business partners to mitigate issues, and de-escalating difficult customer situations while maintaining ownership until resolution. The position serves as an advocate for both internal and external customers, supporting front-line associates and ensuring a "White Glove Service" experience across the Capital One network.

Responsibilities:

• Investigate and resolve complex customer and regulatory complaints to ensure optimal outcomes

• Handle inbound and outbound escalated call customer interactions

• Troubleshoot and resolve technical access issues and web-based platforms for customers

• Analyze service trends and deliver actionable feedback to stakeholders to drive process improvements

• Monitor for and escalate potential regulatory compliance concerns or risk events

• Conduct professional and empathetic communications to resolve customer complaints

• Provide expert guidance to team members regarding policies, procedures, compliance standards, and internal systems

• Collaborate with cross-functional partners to address and resolve business needs

• Apply a comprehensive understanding of auto finance approval requirements to support accurate decision-making

• Consistently achieve established daily performance metrics and service-level objectives

Job Level: Sr. Coordinator
Location: Work from Home
Schedule: Monday - Friday 8:00am - 5:00pm CST 

Basic Qualifications:

• 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

Preferred Qualifications:

• At least 4 years of Customer Service or Call Center experience

• At least 1 year of escalations experience

• At least 1 year of experience working in auto finance 

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

• Flexible Scheduling

• 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

Work from Home Technology Requirements

• Secure home office environment that is free from background noise and distractions

• Reliable private internet connection that is not supplied via cellular data or hotspot is required