Job ID R 73854 Updated date 05/20/2019 Location Saint Cloud, Minnesota
At Capital One, we’re building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We are succeeding because they are succeeding.
Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams. Together, we are on a quest to change banking for good.
Customer Protection Resolution Coordinator
We are reimagining Banking and it all starts with YOU:
We believe banking should fit our customers’ everyday lives — not the other way around. As a Customer Service Coordinator, you’ll have the opportunity to use your love of working with people to play a vital role in helping our customers by protecting their financial security over the phone. You’ll talk to our customers when they call in about disputing bank account transactions, resolving claims disputes with merchants via conference call, and update customers on the status of claims that could not be resolved on the first call . Our team exists to enhance the financial lives of customers by helping with resolving issues regarding transactions they don’t recognize, helping customers understand how to resolve questions, and helping them to have a great experience in a moment that matters to their financial well being. We’re not just looking to fill open positions. We seek determined, critical thinkers, with sound judgement who are passionate people that really want to be a part of this whole reimagined banking experience.
Here’s what we’re looking for in you:
You’re friendly, engaging , and can connect with customers. Yep, you’re a people person - you like asking questions to get to the root of the problem. Whether it’s helping customers determine what transactions are fraudulent or resolving dispute claims with merchants.
You are passionate about helping customers and will be able to reduce customer financial anxiety by helping to protect their accounts. You’ll stay up to date on the latest information about detecting and preventing fraud. You’ll respond and answer customer inquiries with the intent of communicating information to customers, merchants, or investigators.
You’re aware of the importance of compliance when working at a bank. You’ll ensure we identify the true identity of our customers, identify fraudsters impersonating our customers, and gather important facts and details to prevent losses to our customers and Capital One.
You’re naturally curious and like to learn. You like to probe, investigate, and get the heart of the matter. We’ll teach you what Capital One has to offer our customers in products, services, experiences, and you will learn how to identify and reduce risk for our customers on their accounts.
You’re digitally savvy. You’ll guide customers by navigating tools and resources at Capital One to help your customers and merchants with their questions about account activity. Learn how customers use our online and mobile tools to bank with us. Take an active role in educating customers on how to prevent and detect unauthorized activity.
You’re a team player. You will have the opportunity to work with an energized team of banking professionals and will help inspire your teammates as they inspire you. You will speak up and raise risks to the bank.
You’re flexible. When customers call, you’ll be there. Your starting schedule may include evening and weekend shifts.
You like the idea of growing your career with Capital One and eventually exploring other opportunities as you seek new challenges.
High School Diploma, GED or Equivalent Certification
At least 1 year of customer service experience
At least 2 years customer service experience
At least 2 years previous contact center experience
At this time, Capital One will not sponsor a new applicant for employment authorization for this position.
No agencies please. Capital One is an Equal Opportunity Employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex, race, color, age, national origin, religion, physical and mental disability, genetic information, marital status, sexual orientation, gender identity/assignment, citizenship, pregnancy or maternity, protected veteran status, or any other status prohibited by applicable national, federal, state or local law. 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.
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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).