To take inbound calls, make outbound calls, and or complete a back-office or non-voice process to handle account-related concerns and recommend optimal solutions within the desired levels of customer service delivery
General Responsibilities:
● Account Servicing. Listens attentively to customers in order to address issues / questions responsibly; Updates account information, as requested by the customer; Transfers the customer to the appropriate department, as needed
● Functional Knowledge. Displays expertise in product and service knowledge; Understands and adheres to company policies and procedures.
● Training. Completes and passes assessment of required trainings within timelines to prevent potential job risks
● May be assigned / rotated across sub-functions:
a. Servicing: Handles incoming calls to provide customers credit card usage information, verification of payment, online technical support, and assist customers with other account-related concerns
b. Fraud / Disputes: Handles inbound and outbound calls to identify and investigate possible fraudulent activities, taking actions on securing account protection, and assist customers and merchants in clearing fraud and dispute concerns
c. Back Office Processing: Handles incoming disputes from customers to resolve issues on credit bureau scores and/or providing general services in specialty operations such as general correspondence, fulfillment work and/or estates updates
d. Collections: Handles incoming and outbound calls to provide customers debt information, help resolve delinquent accounts by recommending solutions, and
assists customers with other account-related concerns
e. Anti-Money Laundering-List Screening Organization (AML-LSO): Supports the AML process through list screening operations (new and existing accounts) which may include executing a variety of tasks in support of the conduct of investigation, suspicious activity
Capital One Confidential
investigations and compliance to LSO processes.
f. Customer Protection Resolution (CPR) – Handles inbound calls from Bank customers to support fraud and claims needs. Makes outbound calls as needed for verifications and works with other teams across the Bank (general customer service teams and fraud investigations teams) to support customers
g. Bank Voice – Handles inbound calls from Bank customers to provide assistance on debit card servicing, account details and other account actions to address customer concerns
Basic Qualifications:
● High School Graduate
● Communication skills in delivering appropriate, direct, and straightforward information.
● Appropriately tailors written and verbal communications
● Customer orientation in understanding and listening to customer concerns
● Problem solving skills in recommending solutions to address customer needs and expectations
● Strong attention to detail and good judgment
● Ability to handle difficult calls and sensitive information
● Team-player
● Computer-literate
● Willing to be trained
Preferred Qualifications:
● 1 year of experience in banking industry preferred for Anti Money Laundering-List Screening Organization (AML-LSO) and Customer Protection Resolution (CPR)No agencies please. Capital One is an equal opportunity employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex (including pregnancy, childbirth or related medical conditions), race, color, age, national origin, religion, disability, genetic information, marital status, sexual orientation, gender identity, gender reassignment, citizenship, immigration status, protected veteran status, or any other basis prohibited under applicable federal, state or local law. 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.
