Sr. Advocacy Coordinator - Work from Home

Capital One National Association·Remote(United States)
Operations
Excel

WFA Digital Insight

The remote job market has seen a surge in demand for customer-centric roles, with a 25% increase in advocacy positions in the last year. As companies prioritize customer satisfaction, skilled professionals with expertise in Excel and conflict resolution are in high demand. Capital One's commitment to 'White Glove Service' sets a high standard for customer experience. With over 70% of customers expecting personalized support, this role is crucial in driving business success. Before applying, candidates should be aware of the importance of adaptability, empathy, and attention to detail in this fast-paced environment.

Job Description

About the Role

The Senior Advocacy Coordinator position is a critical component of Capital One's Customer Advocacy Team, dedicated to delivering exceptional service by resolving intricate technical problems and customer grievances. As a key member of this phone-based unit, you will handle complex escalations with precision, championing teamwork across the organization to drive optimal outcomes. Your role will involve researching system breakdowns, collaborating with business partners to mitigate issues, and de-escalating difficult customer situations while maintaining ownership until resolution.

The Customer Advocacy Team is committed to redefining service excellence, and as a Senior Advocacy Coordinator, you will play a vital role in upholding this standard. You will serve as an advocate for both internal and external customers, supporting front-line associates and ensuring a seamless experience across the Capital One network.

What You Will Do

  • Investigate and resolve complex customer and regulatory complaints to ensure optimal outcomes
  • Handle inbound and outbound escalated call customer interactions, providing expert guidance and support
  • Troubleshoot and resolve technical access issues and web-based platforms for customers, leveraging your analytical skills to identify root causes
  • Analyze service trends and deliver actionable feedback to stakeholders, driving process improvements and enhancing the customer experience
  • Monitor for and escalate potential regulatory compliance concerns or risk events, ensuring timely intervention and resolution
  • Conduct professional and empathetic communications to resolve customer complaints, demonstrating a customer-centric approach
  • Collaborate with cross-functional partners to address and resolve business needs, fostering a culture of teamwork and cooperation
  • Apply a comprehensive understanding of auto finance approval requirements to support accurate decision-making
  • Consistently achieve established daily performance metrics and service-level objectives, maintaining a high level of productivity and efficiency

What We Are Looking For

  • High School Diploma, GED, or equivalent certification
  • At least 3 years of customer service or call center experience, with a proven track record of resolving complex customer complaints
  • At least 1 year of experience using Google Suite or Microsoft Office, with proficiency in Excel
  • Excellent communication and interpersonal skills, with the ability to empathize with customers and provide personalized support
  • Strong analytical and problem-solving skills, with the ability to troubleshoot technical issues and identify solutions
  • Ability to work in a fast-paced environment, maintaining a high level of productivity and efficiency
  • Certification in customer service or a related field, such as a Certified Customer Service Representative (CCSR) designation

Nice to Have

  • At least 4 years of customer service or call center experience, with a strong background in escalations and conflict resolution
  • At least 1 year of experience working in auto finance, with a comprehensive understanding of approval requirements and regulatory compliance
  • Experience with customer relationship management (CRM) software, such as Salesforce or equivalent

Benefits and Perks

  • Medical, Dental, Vision, and Prescription coverage, providing comprehensive health benefits
  • Flexible scheduling and paid time off, allowing for a healthy work-life balance
  • Wellbeing offerings, such as backup childcare and mental wellness support, to support your overall well-being
  • Tuition reimbursement and paid training and development opportunities, to help you grow and develop in your career
  • Flexible Spending Account and Life Insurance, providing financial security and peace of mind
  • 401(k) and Stock Purchase Plan, offering opportunities for long-term financial growth and planning

How to Stand Out

  • Develop a strong understanding of Excel, including data analysis and visualization techniques, to enhance your skills and stand out as a candidate.
  • Prepare examples of times when you have successfully resolved complex customer complaints, and be ready to discuss your approach and outcomes.
  • Familiarize yourself with Capital One's 'White Glove Service' standards and be prepared to discuss how you would uphold these standards in your work.
  • Highlight any experience you have working with customer relationship management (CRM) software, such as Salesforce, and be prepared to discuss how you have used these tools to drive customer satisfaction.
  • Be prepared to discuss your experience with auto finance approval requirements and regulatory compliance, and how you would apply this knowledge in your role.
  • Show enthusiasm and a customer-centric approach, and be prepared to discuss how you would provide personalized support and empathy to customers.
  • Research the company culture and values, and be prepared to discuss how you would contribute to and support these values in your work

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