Work Home Customer Service Coordinator - High Value Specialty Servicing jobs at Capital One in United States, Richmond

Senior Coordinator (Entry level)

Locations:Richmond, VA, or Plano, TX

Type:Work from Home - Refer to Work from Home Living and Technology requirements below.

M-F: 1 PM - 10 PM EST / 12 PM - 9 PM CST

General Responsibilities:

• Create positive memorable experiences with clients through day to day interactions

• Diagnoses and understands client issues in real-time and offers solutions

• Fulfills various requests related to customer accounts

• Researches and resolves a wide variety of issues and queries using independent judgment with little or no assistance

• Inputs data changes on a wide variety of accounts

• Follow direction and execute tasks efficiently following procedures and meeting regulatory and customer experience requirements

• May make effective independent decisions, when necessary

• Works with management to identify process improvements

• Contributes in project settings in a limited capacity

Work from Home Technology Requirements:

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

• A reliable private internet connection that isnotsupplied via cellular data or hotspot

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

  • Internet service must be provided by Cable or fiber Internet Service Provides (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, 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 are 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 Living Requirements:

• Candidates must live within approximately 100 miles of one of the hub locations based in 23238 or 75023 and be comfortable coming in person whenever required with no less than 24 hours notice.
  

Basic qualifications:

• High School Diploma, GED, or equivalent certification

• At least 2 years experience in call center operations

Preferred Qualifications:

• Bachelor's Degree

• At least 3 years experience in call center operations

• At least 1 years experience in process management

. 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 . All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

. 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 . All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

Are you looking for a challenging role that includes the convenience of working virtually at home? Then a Capital One Customer Operations role may be the role for you! To be eligible for this role, candidates must live within 100 miles radius of one of the following zip codes (excluding CA) and report in person, when required, with at least 24 hours notice.

• 23060 (Richmond, VA)

• 23320 (Chesapeake, VA)

• 33634 (Tampa, FL)

• 89144 (Las Vegas, NV)

• 75024 (Plano, TX)

• 19801 (Wilmington, DE)

• 68521 (Lincoln, NE)

• 56301 (St. Cloud, MN)

Specifically, the Well-Managed Solutions (WMS) Team within SCS is leading a multi-year transformational Well Managed journey focusing on:

• Strengthening the Control Ecosystem - working closely with all Card business areas to enable deeper risk mitigation and requirement compliance working closing with all Card business areas to enable better business results through data analytics, risk and control capabilities and insights

• Amplify Simplification & Automation - integrating related work to drive more efficiency and effectiveness, while advancing the journey to reduce manual processes and seize the power of data

• Drive Sustainability - proactively adopting digital solutions and right-sized advisory governance to enable sustainable risk management

Responsibilities of this role include but are not limited to:

• Merge and clean large datasets from multiple sources to support forecasting and risk insights.

• Build and validate forecasting models to anticipate risk and operational performance

• Design and implement innovative performance metrics to track business and supplier outcomes.

• Partner directly with leadership as a codeveloper of strategy, bringing forward proactive insights.

• Translate Technical findings into business recommendations that drive decisions.

• Work independently, with strong ownership of deliverables and minimal supervision.

• Stay curious: explore new tools, test approaches, and share learnings.

• Partnering cross-functionally to provide strategic and tactical thought-partnership to effectively evolve automation opportunities.

• Building relationships and collaborating with key stakeholders

• Furthering the Well Managed agenda within SCS to drive sustainability, amplify simplification & automation, enable ownership & accountability through transparency, and strengthen the control ecosystem

Basic Qualifications:

• High School Diploma, GED, or Equivalent Certification

• At least 3 years of experience in data analytics, forecasting or quantitative modeling

• At least 3 years of experience using Python (data cleaning, modeling, visualization)

• At least 2 years of experience handling complex datasets, identifying trends and developing metrics.

• At least2 yearsof experience using Google Suite or Microsoft Office

Preferred Qualifications:

• Bachelors Degree or military experience

• 5+ years of experience in forecast modeling, risk analytics or advanced metrics development.

• 3+ years of experience within the Financial Services industry

• 2+ years of experience in supply chain analytics or operations data

• 2+ years of consulting experience

Work from Home Technology Requirements:

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

• A reliable private internet connection that isnotsupplied via cellular data or hotspot

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

  • Internet service must be provided by Cable or fiber Internet Service Provides (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, 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 are 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

• 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) and report in person, when required, with at least than 24 hours notice.

We are unable to consider applicants who:

• Do not maintain network-compatible internet access

• Live or work beyond the 100 mile radius of their dedicated location, or

• Live or work in the state of California.

If you are unable to maintain network-compatible internet access or living requirements, Capital One reserves the right to rescind this offer.

. 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 . All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

We are seeking a highly motivated and experienced Principal HR Coordinator to join our dynamic Payroll team. In this role, you will perform a wide variety of payroll activities, working closely with Capital One Associates to answer their pay questions and resolve any issues with a key focus on associate experience. You will be responsible for updating key transactions into the HR or payroll processing system, processing retroactive payments, calculating final pay, posting and reconciling payroll, correcting errors, conducting audits, and preparing reports.

Responsibilities

• Perform daily tasks related to payroll processing including, but not limited to, new hire information entry, W4 entry, processing of overpayments, terminations, retroactive payments, payroll adjustments, reconciliations, and stop payments.

• Ability to complete a gross pay to net pay payroll calculation outside of the payroll system and explain to Associates with questions about their pay.

• Ability to format files to be interfaced into Payroll System.

• Perform reconciliations of payroll, benefit and deduction transactions.

• Review payroll system output for errors and make necessary corrections in the system.

• Assist other Capital One HR Partners as required, to resolve errors and maintain or update accurate information in the payroll system.

• Assist the Tier I contact center representatives in handling and following up on inquiries related to pay and benefits:

  • Provide additional information and guidance to associates with questions concerning their pay.

  • Handle telephone calls and inquiries requiring detailed knowledge about the end-to-end payroll process at Capital One.​

• Perform a variety of regularly scheduled and ad-hoc audits of the payroll data to maintain compliance with established standards.

• Assist in year-end W2 reporting and preparation.

• Perform other duties as assigned.

• Regular attendance is required to be successful in this role and overtime may be required as business needs dictate.

• Basic understanding of the gross to net calculation inclusive of OT calculations.

• Familiarity with pay and benefit programs.

• Demonstrated customer service skills, attention to detail, and decision-making skills.

• Excellent written and verbal communication.

​

Basic Qualifications / Experience:

• High School Diploma, GED or equivalent certification

• At least 1 year of accounting, payroll, or benefits experience or a combination of all three

Preferred Qualifications / Experience:

• Associate degree

• Professional certification: FPC or CPP.

• At least 1 year of experience in Google Suite.

• 2+ or more years of accounting experience or 2+ years of payroll experience or 2+ years of benefits experience or a combination of all three.

• 1+ year of experience with Workday HR System.

• 1+ year of experience with case management systems

. 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 . All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

. 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 . All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

As a, you will be part of a team responsible for transforming customer servicing and agent experiences. You will regularly influence multiple groups and act as a consultant to business partners in developing capabilities and executing sustainable customer and agent experiences. You will educate and gain buy-in from key stakeholders to ensure the technology and processes deliver breakthrough business results and radically transform customer service.

Specific responsibilities may include:

• Partner with Customer Channels horizontal teams to optimize the Fraud and Disputes Operations (FDO) footprint

• Partner with Customer Channels horizontal teams to transform the FDO network through queue simplification and blending of call and case work

• Identify and implement strategies to improve agent quality

• Identify and implement strategies to increase agent productivity and sustainably

• Identify and implement strategies that enable load balancing across the network in response to spikes in demand without compromising quality

• Manage a direct team of 5-7 associates

Leading Strategic Direction

• Partnering closely with Line of Business leaders to ensure Operations is represented in the ideation, design and execution of their objectives through (1) Intent delivery and operational readiness (2) servicing strategy and (3) influencing their product roadmap through the delivery of insights and listening

• Designs the strategic programs and initiatives partnering with project and product teams to integrate the customer and agent design to develop processes that track progress, identify and address issues

• Leading high impact transformation initiatives and change management contributing to the overall outcomes, definition, scoping, design, and delivery

Influencing

• Bringing voice of agent and customer to business decisions to ensure network design cares for the human element

• Creating over-arching roadmaps, in partnership with tech, product and intent teams with a focus on human centered design

• Ensuring the product design is built for agents and customers

• Creating and delivering presentations to senior management. Guiding and influencing senior management discussions and decisions

Leading Horizontally

• Creating, establishing, and managing communications across teams to ensure optimal engagement of associates and leaders

• Consulting with business partners to understand complex problems and focus on bringing issues to resolution, horizontal influence and leadership in a matrixed environment. Escalating road-blocks as necessary to meet timelines. clarifying and defining transformation requirements / scope for cross-functional problems

• Conducting independent research and analysis to solve ambiguous client problems. Working with transformation teams to develop recommendations to clients (e.g., senior management and/or executives) enabling them to make key business decisions

Providing Operational Excellence

• Responsibility for day-to-day operational aspects of the experience; participating in developing products, benefits definition, management of changes in the operational environment, and assigning and managing team accountabilities on an ongoing basis

• Distilling big picture intent into tactical requirements and implementation plans and executing process efficiency

• Intimately understanding the heart of specific operations and represent the voice of that operation to multiple product teams and client stakeholder groups

What skills you need to bring to the table:

Influencing, challenging and enabling associates and leaders to significantly evolve and lead through change. Drive complex projects and programs by providing strategic direction and project management

Technical and Strategic-

You ask why, you explore, and you’re not afraid to come to the table with a totally new idea. Solving complex problems is what drives you and you like taking on new ones

you have a bias towards action, try things and sometimes fail. You work in scaled agile frameworks and have iterative delivery with a focus on results

You're Not scared of numbers; instead you believe they help illuminate the truth

You lead with human centered design as the basis for decision making and influencing outcomes

Location: This role is hybrid, where you will be expected to spend 3 days per week working in office (Richmond, VA or McLean, VA) and the remainder of the week working virtually.

Basic Qualifications:

• High School Diploma, GED, or Equivalent Certification

• At least 5 years of experience in People Leadership

• At least 5 years of experience directing process transformations or projects

• At least 3 years of experience in Strategic planning

• At least 3 years of Process OR Project Management experience in an operations environment, OR at least 3 years of Program Management experience in an operations environment

• At least 2 years of experience using Google Suite or Microsoft Office

Preferred Qualifications:

• Six Sigma, Lean, or PMP Certification

• At least 7 years of experience leading process transformations or projects

• At least 7 years of experience in People Leadership

• At least 3 years of experience working with external partners or supplier management

• At least 3 years of experience designing customer and associates' experiences in an omni-channel environment

• At least 5 years of experience delivering transformational initiatives

. 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 . All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

. 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 . All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.