1+ months

Associate, Customer Advocate

Capital One
Richmond, VA 23219
West Creek 1 (12071), United States of America, Richmond, Virginia

At Capital One, were building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We are succeeding because they are succeeding.                                               

Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams. Together, we are on a quest to change banking for good.

Associate, Customer Advocate

The Card Customer Advocacy Office (CCAO) is accountable for the full life-cycle of escalated customer cases across Capital Ones US Card Division.  The Associate, Customer Advocate will be responsible for ensuring executive and/or regulatory complaints are resolved in a timely manner while providing the highest level of customer service.  This role will have the opportunity to work with a variety of teams across Capital One to ensure we are meeting regulatory guidelines. 

A successful candidate enjoys developing a deep understanding of situations by conducting research and drawing conclusions based on critical thinking, judgment and analysis.  This associate likes working cross functionally with both customers and business partners, and can also work autonomously.  This role requires great attention to detail and excellent verbal and written communication skills.  This team will dig deep to solve complex problems while providing the level of customer service that sets Capital One apart.

General Responsibilities:

  • Owns, drives and is accountable for full life-cycle of basic to mid-level, escalated customer cases, while meeting regulatory guidelines.
  • Autonomously manages and owns customer experience and relationship from receipt of complaint through resolution. Develops and drives optimal outcome for the customer and business, balancing quality and speed. Leverages subject matter expertise from multiple operational areas, tools and resources.
  • Researches, analyzes and documents root cause(s) that drove complaint, partnering with business groups. Develops a deep understanding of situation, draws conclusions and uses sound judgment, critical thinking, analysis and problem solving skills to make decisions when resolving customer situations across multiple specialties. Owns outcome with customer.
  • Owns all complaint-related customer communications verbal and written.
  • Has general understanding of applicable laws and regulations and can identify when a case needs to be escalated due to potential compliance and/or legal exposure. Meets deadlines, manages all documentation and priorities and exercises knowledge of applicable banking and financial regulations.
  • Leverages critical thinking and expertise to anticipate and identify issues

Basic Qualifications:

  • High School Diploma, GED or Equivalent Certification
  • At least 2 years of experience working in one of the following areas: Compliance, Legal, Risk, Complaints or Escalations

Preferred Qualifications:

  • Bachelor's Degree
  • Compliance Certification
  • 3+ years experience in Customer Service
  • 3+ years of experience presenting written and verbal communication to leadership
  • 3+ years experience in escalations
  • 2+ years experience in research

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

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Posted: 2019-05-24 Expires: 2019-08-23

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Associate, Customer Advocate

Capital One
Richmond, VA 23219

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