Overview

Summary: 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 deliveryGeneral 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 concernsb. 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 concernsc. 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 updatesd. Collections: Handles incoming and outbound calls to provide customers debt information, help resolve delinquent accounts by recommending solutions, andassists customers with other account-related concernse. 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 activityCapital One Confidentialinvestigations 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 customersg. Bank Voice - Handles inbound calls from Bank customers to provide assistance on debit card servicing, account details and other account actions to address customer concernsBasic 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 trainedPreferred Qualifications: ● 1 year of experience in banking industry preferred for Anti Money Laundering-List Screening Organization (AML-LSO) and Customer Protection Resolution (CPR)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.comCapital 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).