Coordinator, Complaints Intake Facilitation and Triage, Alabang, Muntinlupa City, PH

Alabang (96050), Philippines, Muntinlupa City, National Capital Region (Manila)

Coordinator, Complaints Intake Facilitation and Triage

Summary: 

The Complaints Intake Facilitation and Triage team (CIFT)  supports Tier 2 and Tier 3 complaints. It facilitates the initial review and generation of cases within the designated system, directing them to the appropriate business for handling. CIFT is divided into two groups which is the Non-Regulatory and Regulatory complaints review. 

General Responsibilities: 

• The role is responsible for the initial review and generation of cases within the designated system and direct them to the appropriate business for handling. 

• Provides necessary support in the assigned sub-function, including but not limited to: 

• Non-Regulatory Complaints:

  • Support Tier 2 and 3 non-regulatory complaints from non-voice intake. Facilitate initial review and generation of cases within the designated system, directing them to the appropriate business partners for handling.

  • Responsible for managing non-regulatory complaints and mailbox management ensuring timely triage  and routing of executive complaints and escalations across T2/T3 with accuracy of output

  • Ownership and coordination of individual tasks that contribute to broader outcome for our Client, the business and our customers

  • Assist in the implementation of Client and/or Channels intent, such as impact assessments, policy and procedure updates as applicable

  • Support established processes designed to identify and deliver on continuous improvement opportunities to improve  customer experience

  • Track and report process breakdowns

• Early Remediation

  • Support Tier 3 regulatory complaints received and responsible for performing administrative tasks to ease volume and improve turn around time for complaints responses, this includes but not limited to contacting customers using phone or outbound calls, email products or physical mail to initiate contact, verify or authenticate the customer complaint

  • Efficiency: Resolves straightforward cases at intake, reducing workload for complaints teams

  • Systematic Approaches: Establishes consistent, repeatable processes that enhance accuracy and speed in completing the case works according to available job aid and Capital One guidelines

  • Monitoring and Automation: Enables better tracking, automation, and auditing of complaint case administrative tasks and communications

  • Track and report process breakdowns, use judgment in research to determine any quick close opportunities or further escalation within the cases

• Collaborate within the team and across teams

• May be assigned / rotated across related sub-functions, performs other job related duties from time to time

Basic Qualifications: 

• Educational Background: At least 2 years of college or with equivalent work experience

• 1 year relevant experience in a Call Center or Back Office environment 

• Functional knowledge of MS Excel and similar software (Google Suite, etc.)

Preferred Qualifications: 

• Associate Degree in Business, Marketing or Project Management

• At least two years of Card Operations experience

• At least one year of experience in Process Management

Internal Job Posting Reminders:

Eligibility Criteria for IJP:

• Associate must have a recent rating of at least Strong or above

• Associate’s current time in position, as noted on Workday is greater than or equal to 6 months

• Associate is not actively on any type of a Performance Improvement Plan (PIP)

• Associate must not have any written warning corrective action and up in any stage of the application process

• Associate must meet all minimum requirements and Basic Qualifications (BQs) of the job, as outlined in the internal job posting

NOTES:

• Open to ALL (Sr. Ops Reps and up)

• Completion of internal questionnaire is required to proceed

• Don't forget to upload your resume in Workday before submitting your application or you may also submit your resume directly to the Hiring Manager

• Requisition is open under local terms

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.

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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).