Sr. Coordinator, Bank Voice High Priority Experience, Alabang, Muntinlupa City, PH

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

Sr. Coordinator, Bank Voice High Priority Experience

Summary: 

• The High Priority Experience Team (HPX) provides a differentiated servicing environment committed to providing exceptional service to the highest value consumer Bank customers within Capital One.

The role is focused in advocating for customers, resolving issues in compliance with regulatory requirements. Handling Tier Two escalation calls, utilization of problem-solving skills to navigate complex customer situations is required. In addition, the role involves contributing to process improvements and supporting fellow customer service advocates. Providing real-time feedback and guiding associates to effective solutions are integral aspects of the job

Work Set up: W@H

General Responsibilities: 

•  Oversee the management of Tier 2 escalated concerns which may include but not limited to self-service wire options, digital issue troubleshooting, manager escalations, private banking and more through inbound channels and Tier 1 overflow calls.

• Ensure the continuous adherence to service levels while meticulously researching and effectively resolving customer complaints.

• Identify, analyze, and provide proactive feedback to management on trends and opportunities for process improvement. This includes recognizing potential risks in accordance with company and regulatory standards, policies, and practices.

• Collaborate with various departments and partners across Retail to tackle a wide range of account concerns.

• Demonstrate flexibility and promptly respond to evolving business needs, including the undertaking of other periodically assigned job-related duties

• Potential assignment or rotation across related sub-functions. 

Skills Required: 

• Customer Focus and Empathy: Exhibit a strong customer focus deeply rooted in empathy

• Exceptional Communication Techniques: Utilize exceptional listening, questioning, call control, and de-escalation techniques in customer interactions. 

• Effective Communication Skills: Communicate effectively with peers, management, and customers using appropriate methods

• Attention to Detail: Display a high level of attention to detail in tasks and responsibilities

• Problem-Solving Skills: Demonstrate strong problem-solving capabilities.

• Sound Judgment: Exercise sound judgment in decision-making processes.

• Learning and Development Dedication: Demonstrate a commitment to continuous learning and development

• Adaptability to Change: Possess the ability to adapt to changes in the work environment.

• Dependability: Maintain a high level of dependability with a solid attendance record.

• Proactive Engagement: Proactively engage with tasks and responsibilities

Basic Qualifications: 

• High School Graduate

• At least 1 year experience as Acquirer in Retail Bank Voice or any equivalent work experience

• Demonstrate expertise in bank procedures, products, and services

Preferred Qualifications: 

• At least one year experience with Microsoft Office or G Suite

Eligibility Criteria for IJP:

• Associate must have a recent rating of at least a “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 Sr. Ops Representative from Bank Voice group only

• 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).