Sr. Coordinator, Customer Resolution Team, Alabang, Muntinlupa City, PH

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

Sr. Coordinator, Customer Resolution Team

Summary: 

The Customer Resolution Team (CRT) Alabang is composed of phone-based teams taking Tier Two escalations calls and focused on providing high quality service to customers. The Customer Resolution Team (CRT) Sr. Coordinator will support customers with complaint resolution needs. This is a high energy position that interacts with various departments and partners across the Capital One network. This role requires being skilled at de-escalating customer situations, acting as a customer advocate and taking ownership until customer issues are resolved.

Work Set up: W@H

General Responsibilities: 

• Handle inbound Tier 2 escalated general servicing, risk events concerns and Tier 1 overflow calls

• Maintain service levels while completing research and resolve customer complaints

• Identify, analyze and provide proactive feedback to management regarding trends and areas of opportunity for process improvement. This may include process improvement and flags potential risks in accordance with company and regulatory standards, policies, practices

• Collaborate with various departments and partners across Capital One to resolve diverse account concerns

• Conduct payment investigations and resolutions 

• Assist customers with opening new accounts and terms

• Exhibit flexibility and responds quickly to meet changing business needs including other job related duties that may be assigned from time to time

Basic Qualifications: 

• High School Graduate

• At least 1 year customer service experience or any equivalent work experience

• Deep understanding of Mastercard and Visa Guidelines

• Expertise in Cards Servicing Operations processes

• Working knowledge of systems such as TSYS, Chordiant and IRIS/Empath

Skills Required

• Communication skills in delivering appropriate, direct, and straightforward information

• Appropriately tailors written and verbal communications.

• Problem solving skills in recommending solutions to address customer needs and expectations

• Strong understanding of de-escalation techniques and the end-to-end process of servicing

• Able to work autonomously – be self-sufficient and a self-starter

• Able to deliver multiple work expectations efficiently

• Ability to work independently and efficiently in a fast paced, high volume customer focus inbound call center

• Customer orientation in understanding and listening to customer concerns

Preferred Qualifications: 

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

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 Rep - Coordinator level from Servicing Queues

• 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).