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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

  • 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 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.

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.

Remote (Regardless of Location): $49,800 - $56,900 for Sr. Advocacy Coordinator (Corp)

Plano, TX: $49,800 - $56,900 for Sr. Advocacy Coordinator (Corp)

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 theCapital 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

Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.

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).