Job Description

Plano 7 (31067), United States of America, Plano, Texas

Senior Customer Service Experience Specialist

Capital One prioritizes the health and safety of our associates. In light of COVID-19, we are complying with the CDC guidelines for social distancing. The vast majority of Capital One roles, including this role, have temporarily moved to work at home. When Capital One returns to normal operations, this role will return to the assigned onsite work location.

To ensure productivity in a home environment, applicants must meet the space and technology requirements outlined below. These requirements will no longer be applicable once the role returns onsite.

Work at Home Technology Requirements:

A secure home office environment that is free from background noise and distractions of any kind

A reliable high-speed broadband Internet service provider (ISP):

Dial up or Satellite Internet service providers are not sufficient

ISP must be hardwired (Wifi prohibited) and must be used for Capital One purposes only during your schedule and would need to be in place at start of employment

The ISP speed/bandwidth must be 5 megabytes per second (minimum required) or higher (10+ preferred). Please contact your ISP for confirmation. Check your internet service provider speed/bandwidth at http://www.speedtest.net/

Our Setup My Loan Contact Center team has been hard at work strategizing ways to provide legendary support that our customers and associates rave about. Were not just looking to fill open positions we seek outgoing, passionate people who want to start a long career with a knack for making someones day.

As a Sr. CAT Escalation Coordinator, you are literally on the front lines of our company. We are seeking strong leaders who will motivate and lead our customer service team. The Senior Frontline Specialist serves as a supervising liaison between upper management, customer service representatives, and our customers. You will supervise and engage a team in providing word class customer service. The role also includes coaching and training agents, and tracking their performance.

Responsibilities:

* Use appropriate channels to make real time decisions and fulfill policy and procedure expectations

* Perform account level research and provide thorough accurate documentation to accounts

* Servicing accounts by investigating problems and finding resolutions to create a positive customer experience.

* Provide developmental feedback to phone agents and progress report and updates to managers

* Track touch points to help determine customer dissatisfaction

* Train, motivate, and coach customer service teams

* Create customer responses for complaints

Other job duties include:

* Resolving escalated customer issues

* Providing updates and processing reports for management

* Approving policy exceptions in a thorough and timely manner.



Basic Qualifications:

* High School Diploma, GED or Equivalent Certification

* At least 1 year of customer service call center experience



Preferred Qualifications:

* At least 2 years of customer service experience in Financial Services or Banking

* Bilingual in English and Spanish

* At least 1 year of experience in Microsoft Office or Google Suite



At this time, Capital One will not sponsor a new applicant for employment authorization for this position