Sr. Advocacy Coordinator (Work from Home)

Sr. Advocacy Coordinator (Work from Home)

Does an opportunity to motivate and coach, and lead a team to success intrigue you? Can you demonstrate leadership skills, strong decision making, and problem solving? Above all else, empathy for the customer and a focus on doing the right thing are essential, and strong written and verbal eloquence are also crucial. We are looking for bright, motivated leaders who want to Redefine White Glove Service to our customers, both internal and external.

The Resolution Specialist is a Champion of Resolve, and finds solutions for customers on complaints, interfaces with designated business area contacts to research customer complaints and/or system breakdowns, performs cursory assessment of the nature of the customer complaint, works with business contacts to mitigate complaints and supports front line associates to answer questions and deliver great customer service. A Resolution Specialist may also communicate via email or chat within a designated turnaround time.

Responsibilities:

• Researches and resolves customer/regulator complaints

• Identifies and provides feedback on identified trends

• Flags potential regulatory compliance violations or potential risk events

• Creates customer responses for complaints

• Answer questions on policies, procedures, compliance, and systems

• Handle escalated calls when a customer requests to speak to a supervisor

• Train, motivate, and coach customer service teams

• Detailed understanding of auto finance approval requirements

Job Level: Sr. Coordinator

Location: Work from Home

Schedule: Monday - Friday 9am - 6pm CST

Training Schedule: Monday - Friday 8am - 5pm CST (1 month) 

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

  • A private network that is password protected where you have ownership or line of site sight to every device on the network

  • Internet service must be provided by Cable or Fiber Internet Service Providers (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 is 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 Location Requirements

This role is 100% work from home. We are unable to consider applicants who do not meet the required Capital One Work at Home compatible internet access or who live in the states of California, Hawaii, or US territories. Work from home U.S. based associates are not permitted to work internationally, outside of the continental United States (i.e. Hawaii or U.S. Territories), or California. 

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:

• Bachelor’s Degree or military experience

• At least 4 years of Customer Service or Cal