Work From Home - Senior Complaints Coordinator - FDO Escalations - Fraud Account Management Investigations Solutions (FAMISE)

Capital One Financial

Hybrid

Quick summary

Work type
Hybrid
Location
Richmond, VA · Chesapeake, VA · Wilmington, DE · Phoenix, AZ
Posted
24 days ago

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Salary context

How this pay compares to similar roles

Similar $187k
$138k most similar roles pay here $233k

This listing doesn't post a salary. Most similar roles pay $150,000–$223,750.

Based on 240 similar postings.

Employer

About Capital One Financial

Capital One Financial is a bank holding company specializing in credit cards, auto loans, banking, and savings products, known for its data-driven approach to consumer and commercial finance. Industry: Financial Services & Banking

Capital One Financial currently has 498 open roles on FindRole.

Listed pay typically runs $197,300–$225,100 across 495 roles with salary data.

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At a glance

TL;DR · Work From Home - Senior Complaints Coordinator - FDO Escalations - Fraud Account Management Investigations Solutions (FAMISE)

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Capital One seeks a Senior Customer Service Coordinator to join its dedicated FDO Escalations team within Fraud Account Management Investigations Solutions (FAMISE). This role involves advocating for customers by resolving complex complaints and escalated situations while adhering to compliance requirements. You will investigate customer concerns, implement process improvements, and provide guidance to peers on issue resolution. The ideal candidate possesses at least one year of experience in fraud or disputes management and is proficient with Google Suite or Microsoft Office. Prior financial industry experience and escalated call handling are preferred. This position requires strong problem-solving skills, empathy, and the ability to de-escalate complex customer issues effectively.

Skills

Google Suite Microsoft Office Fraud Investigation Disputes Resolution Financial Industry Experience Escalated Call Handling Customer Service Problem Solving De-escalation Techniques Process Improvement VPN ISP Speed Requirements

What you'll do

  • Advocate for customers by resolving complaints and escalated issues.
  • Investigate customer concerns and implement process improvements.
  • Provide guidance to other associates on solving complex customer issues.
  • Report trends in customer issues to inform future solutions.
  • Use de-escalation techniques to manage complex customer interactions.

What we're looking for

  • At least 1 year of experience in fraud or disputes.
  • Strong customer focus and ability to de-escalate complex issues.
  • Experience with Google Suite or Microsoft Office.
  • Ability to investigate customer concerns and implement process improvements.
  • Preferred: 1 year of escalated call handling experience.
  • Demonstrated problem-solving skills and independent decision-making.
  • Effective communication and time management skills.

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