Customer Protection Resolution Sr. Coordinator

Customer Protection Resolution Sr. Coordinator

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.

Work at Home Technology Requirements:

• A secure home office environment that is free from background noise and distractions

• A reliable private internet connection that is not supplied by use cellular data (hot spot)

• Cable or fiber connections are preferred

• Internet service download speeds must be at least 5 mbps, with 10+ mbps preferred - check your download speed using a speed test. A sample one can be found here . To test your home internet from your personal computer at home, type into the web browser of your personal computer.

• Sustained ability to maintain latency less than 250 ms in voice calls is required

• Hard wired connectivity is preferred, any use of wireless connectivity must be Private (non-public) and password protected through WPA2-PSK (AES) encryption. If you have any questions about your encryption, please consult with your internet provider A private network is password protected where you have ownership or line of site to every device on the network

• 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.

The Customer Protection Resolution (CPR) Team has an exciting opportunity within Capital One Bank. As a CPR Sr. Coordinator, the primary responsibility will be taking inbound calls from Capital One Bank customers. Our Customer Protection Resolution Team supports our customers with fraud situations by filing cases and claims for transaction disputes or any fraudulent transactions. This role is essential as our agents are on the front lines of protecting the assets of our customers and the bank. The agent is responsible for making outbound calls in cases that dictates verification of the true customer, merchants, banks for check verifications. The agent works with other teams across the bank, such as customer service and Fraud Investigations, to support our customers.

In this role, you'll show empathy, protect, and care for our customers when they call in about disputing bank account transactions, resolving claims disputes with merchants via conference calls, and update customers on the status of unresolved cases and claims. The agent in this role would be working with many different systems and multitasking would be a key to success in this role. As a fraud agent, there are opportunities to grow and support process change. These "super user" agents educate our customers about fraud and scams, provide them with a better way to resolve issues, and provide great experiences in moments that matter to their financial well being.

Responsibilities:

• Exhibit a high degree of professionalism and integrity in all communication

• Verify true customers and the activity on their account

• Identify fraudsters that are impersonating true customers

• Work with associates throughout the organization that refer fraud situations

• Thoroughly create fraud cases that are ready for an investigator to work immediately

• Answering inbound calls from customers who want to dispute bank account transactions

• Updating customers on the status of claims that could not be resolved on the first call or that is being processed

• Stay abreast of all changes, developments, and enhancements for all systems, products, and upgrades

• Adhere to all regulatory requirements and flags potential regulatory compliance violations or potential risk events

• Be a positive team player willing to adapt to change and learn new skill sets as needed

• Identifies and provides feedback on trends

Basic Qualifications:

• High School Diploma, GED or Equivalent Certification

• At least 1 year of Customer Service experience

Preferred Qualifications:

• Bachelor's Degree or Military Experience

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