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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
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
Role Overview:
The Senior Operations Coordinator is 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

• 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
  • Associates must maintain a minimum of 100 Mbps download / 10 Mbps upload speed from their internet provider
  • 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 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
• 3+ years experience in call center operations
• 1+ years experience in process management

At this time, Capital One will not sponsor a new applicant for employment authorization for this position.
The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.
Plano, TX: $49,800 - $56,900 for Sr. Ops Coordinator
Richmond, VA: $49,800 - $56,900 for Sr. Ops Coordinator
Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate's offer letter.
Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the Capital One Careers website. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.
This role is expected to accept applications for a minimum of 5 business days.
No agencies please. Capital One is an equal opportunity employer (EOE, including disability/vet) committed to non-discrimination in compliance with applicable federal, state, and local laws. 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 RecruitingAccommodation@capitalone.com. 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 Careers@capitalone.com
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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).