Work from Home - Senior Complaints Coordinator - Recoveries Escalations

Work from Home - Senior Complaints Coordinator - Recoveries Escalations

Work from Home Senior Customer Service Coordinator - (Recoveries Escalations)

Are you looking for a challenging role that includes the convenience of working virtually at home? Then a Capital One Customer Operations role may be the role for you! To be eligible for this role, candidates must live within 100 miles radius of one of the following zip codes (excluding CA) and report in person, when required, with at least 24 hours notice.

• 23060 (Richmond, VA)
• 23320 (Chesapeake, VA)
• 33634 (Tampa, FL)
• 89144 (Las Vegas, NV)
• 75024 (Plano, TX)
• 19801 (Wilmington, DE)
• 68521 (Lincoln, NE)
• 56301 (St. Cloud, MN)

The best people listen and then say, "How can I help?" That's what we do at Capital One. It's how we take care of our customers. It's how we're changing banking for good-with compassion and real solutions. Money can be stressful; getting help shouldn't be. Our Customer Care team is supported and empowered to be the best people, to people. That's life at Capital One.

Here's what we're looking for in you:

It's important for our associates to have the necessary skills and know-how to succeed in their roles and provide exceptional servicing experiences to our customers. We invest heavily in both formal and informal learning and development opportunities. Through our formal training programs and on-the-job work experience, successful associates at Capital One will:

• Demonstrate the ability and willingness to learn
• Possess a strong attention to detail, a positive attitude and have the ability to be flexible and embrace change
• Demonstrate a strong customer focus that is rooted in empathy
• Communicate effectively with peers, management and customers, using appropriate methods of communication for role
• Exercise good judgment and independent decision-making skills
• Ability to problem solve individual issues, guide co-workers in problem solving and solutions when needed, and identify trends in customer needs
• Demonstrate exceptional listening, questioning, call control and de-escalation techniques
• Be proactive, have effective time management and organizational skills
• Display dependability with a solid attendance record

Senior Complaints Coordinators at Capital One are tasked with providing the best of the best customer service. This is your opportunity to shine through your ability to listen and understand the customer's needs, problem solve and deliver a "wow" customer experience to deepen relationships and loyalty to our brand. Your experience and skills could support the customer experience in a variety of ways, depending on your role.

Responsibilities:

• You'll advocate for our customers, problem solve and own issue resolution in alignment with compliance and regulatory requirements on inbound calls. Handling non escalated and escalated customer concerns, tracking complaints and/or escalated situations when necessary. De-escalation may be a complex part of your role supporting our customers-we'll ensure you're supported with the tools, resources and experience to ensure you're up for the challenge!
• You will investigate customer concerns, help create and implement process improvements and report trending customer issues.
• Use strong customer service and negotiation skills to help customers get back on track to satisfy delinquent accounts.
• Perform account level research to find creative solutions to resolve customer situations
• Overcome objections that customers have regarding business policies or procedures relative to their account and help them to understand their account(s) and responsibilities
• Become familiar with and follow Company guidelines and procedures (computer based training, class-room training, timecards, e-mail, training, etc.)
• Attend team meetings
• Update account information and complete appropriate documentation to ensure accurate reporting on accounts

Basic Qualifications:

• High School Diploma, GED, or equivalent certification
• At least 3 years Customer Service or Call Center experience
• At least 1 year of experience using Google Suite or Microsoft Office

Preferred Qualifications:

• At least 4 years of experience of Customer Service or Call Center experience
• At least 1 year of experience in the Financial Industry
• At least 1 year of Collections experience
• At least 1 year of Loss Mitigation experience

Work from 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 via cellular data or hotspot

• A private network that is password protected where you have ownership or line of sight to every device on the network
• Internet service must be provided by Cable or fiber Internet Service Provides (ISP)
• Hotspots and satellite services are prohibited and do not meet performance criteria required for optimal agent/customer interactions
• ISP speed on VPN must be at least 100 Mbps download and 10 Mbps upload
• To validate ISP speeds from a Chrome browser, go to www.google.com, type Speed Test and run from the Google landing page
• Both Hardwire and WiFI internet connections are acceptable as long as speed and security requirements are met

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 are delivered. Capital One reserves the right to modify internet service requirements with sixty (60) days notice. Internet Service Provider specs can change by provider and location within the US. If you are experiencing consistent issues with internet stability Capital One reserves the right to ask the agent to upgrade internet service to ensure a good customer experience.

Work from Home Location Requirements

• Candidates must live within 100 miles from their designated location, as determined by the line of business, and be able to report in person with at least 24 hours notice.

We are unable to consider applicants who:

• Do not maintain network-compatible internet access
• Live or work beyond the 100 mile radius of their dedicated location, or
• Live or work in the state of California.

Your wellbeing is our priority

Our benefits and total compensation package is designed for the whole person. Caring for both you and your family. Learn More.

• Healthy body, healthy mind - Day 1 coverage for Medical, Dental, Vision and Prescriptions, plus Flexible Spending Accounts, Life and Disability Insurance, and mental wellness support.
• Save money, make money - Secure your present and plan for your future with a 401K and Stock Purchase Plan.
• Time, family and advice - Flexible schedule options, paid time off, paid training and development, tuition reimbursement and even backup childcare

We're united as one

Together, we're on a journey to create a more equitable future for all. We believe that filling the room with unique perspectives and experiences is valuable for everyone. Learn more.

Our next chapter? It's yours to write.

Individually and collectively, we impact millions of people and shape the future of banking. The diverse backgrounds, voices and experiences of our associates rally around a shared sense of purpose-to make banking better for every customer. Learn about our values, work and culture.

"At Capital One, we strive to attract the best people to give them the opportunity to be great."

- Rich D. Fairbank, Chairman, Founder and CEO

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

The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.

Plano, TX: $49,774 - $49,774 for Senior Complaints Coordinator

Chesapeake, VA: $49,774 - $49,774 for Senior Complaints Coordinator

Tampa, FL: $49,774 - $49,774 for Senior Complaints Coordinator

Lincoln, NE: $49,774 - $49,774 for Senior Complaints Coordinator

Las Vegas, NV: $49,774 - $49,774 for Senior Complaints Coordinator

Wilmington, DE: $49,774 - $49,774 for Senior Complaints Coordinator

Richmond, VA: $49,774 - $49,774 for Senior Complaints Coordinator

St Cloud, MN: $49,774 - $49,774 for Senior Complaints Coordinator

Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate's offer letter.

Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the Capital One Careers website. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.

This role is expected to accept applications for a minimum of 5 business days.

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.

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.

For technical support or questions about Capital One's recruiting process, please send an email to Careers@capitalone.com

Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.

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).

Client-provided location(s): Lincoln, NE, Wilmington, DE, Richmond, VA, Tampa, FL, Las Vegas, NV, Plano, TX, St. Cloud, MN, Chesapeake, VA

Job ID: capital-R235746

Employment Type: FULL_TIME

Posted: 2026-02-13T19:20:49