Work From Home - Customer Protection Resolution Fraud Sr. Coordinator

As a Customer Protection Resolution (CPR) Sr. Coordinator, your primary responsibility will be taking inbound calls from Capital One Bank customers that have potential concerns of fraud. These customers are usually calling us in a time of need with restrictions on their accounts and could be victims of Identity Theft, Account Takeover, or Scams. While taking these inbound calls you may need to educate our customers about fraud and scams and problem solve to see what roadblocks the customer may have and try to resolve it. You will provide an excellent customer experience in moments that matter to their financial well being. You'll show empathy, protect, and care for our customers who experience fraud. The agent in this role will work in several systems simultaneously. Some of the keys to success in this role are multitasking, critical thinking, excellent communication, and adaptability.

An ideal candidate will be able to:

• Demonstrate the ability and willingness to learn, be flexible, and adapt to and embrace change

• Demonstrate exceptional attention to detail in all aspects of the role

• Maintain a positive attitude

• Be open to feedback

• Demonstrate a strong customer focus rooted in empathy

• Communicate effectively with peers, other departments, management, and customers through verbal and written methods

• Exercise excellent judgment, problem-solving and independent decision-making skills

• Demonstrate exceptional active listening, questioning, call control, and de-escalation techniques

• Be proactive, have effective time management and organizational skills

• Be technologically proficient and have troubleshooting techniques

• Demonstrate team-orientation through strong attendance and dependability

Department Hours:

Monday-Friday 8am-11pm EST

Saturday 8am-6pm EST

*Schedules will be confirmed at the time of offer and require late shift & weekend availability

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

• At least 1 year of Financial Industry experience

Preferred Qualifications

• At least 4 years of Customer Service or Call Center experience

• At least 1 year of Fraud or Disputes experience

Work from Home Technology Requirements

• Secure home office environment that is free from background noise and distractions

• Reliable private internet connection that is not supplied via cellular data or hotspot is required

  • A private network that is password protected where you have ownership or line of site sight to every device on the network

  • Internet service must be provided by Cable or Fiber Internet Service Providers (ISP)

  • Hotspots and satellite services are prohibited and do not meet performance criteria required for optimal agent/customer interactions

  • ISP download speeds on VPN must be at least 5Mbps, with 10+ Mbps preferred

  • 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 is 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

This role is 100% work from home. We are unable to consider applicants who do not meet the required Capital One Work at Home compatible internet access or who live in the states of California, Hawaii, or US territories. Work from home U.S. based associates are not permitted to work internationally, outside of the continental United States (i.e. Hawaii or U.S. Territories), or California.

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.

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.

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).