Capital One
WorkFromHomeBilingual(Spanish)SeniorComplaintsCoordinatorUSPAN
“Work From Home Bilingual (Spanish) Senior Complaints Coordinator - USPAN at Capital One. Skills: Customer service, Problem solving, Issue resolution, Spanish fluency. Providing the best of the best customer service. Advocating for customers”
What You'll Achieve.
Deliver a 'wow' customer experience to deepen relationships and loyalty to our brand
Industry & Context.
Ability to problem solve individual issues; Guide co-workers in problem solving and solutions when needed; Identify trends in customer needs
Must live within 100 miles radius of specified zip codes, Must report in person, when required, with at least 24 hours notice, Secure home office environment free from background noise and distractions, Reliable private internet connection (not cellular data or hotspot), Private network that is password protected, Internet service provided by Cable or fiber Internet Service Providers (ISP), ISP speed on VPN must be at least 100 Mbps download and 10 Mbps upload, Must complete a Language Assessment
What They're Looking For.
Must Have
High school diploma, GED or equivalent certification, At least 3 years of customer service or call center experience, At least 1 year of Google Suite or Microsoft Office experience, Fluent in Spanish and English, Candidates must live within 100 mile radius of 23060 (Richmond, VA), 23320 (Chesapeake, VA), 33634 (Tampa, FL), 89144 (Las Vegas, NV), 75024 (Plano, TX), 19801 (Wilmington, DE), 68521 (Lincoln, NE) or 56301 (St. Cloud, MN), Do not maintain network-compatible internet access, Live or work beyond the 100 mile radius of their dedicated location, Live or work in the state of California
Nice to Have
At least 4 years of customer service or call center experience, At least 1 year experience working in the financial industry
What You'll Do.
Providing the best of the best customer service
Advocating for customers
Owning issue resolution in alignment with compliance and regulatory requirements
Handling complaints and/or escalated situations
Investigating customer concerns
Creating and implementing process improvements
Reporting trending customer issues
Supporting other customer service advocates
Guiding other associates to the right path to solve customer concerns
Providing in-the-moment feedback to ensure the associate is connected to the right resources
How You'll Work.
Team & Collaboration
Guide co-workers in problem solving and solutions when needed; Support other customer service advocates; Guide other associates to the right path to solve customer concerns; Provide in-the-moment feedback to ensure the associate is connected to the right resources
Communication Scope
Communicate effectively with peers, management and customers, using appropriate methods of communication for role
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