Senior Auto Finance Customer Advocacy Coordinator

Senior Auto Finance Customer Advocacy Coordinator
Our Setup My Loan Contact Center team has been hard at work strategizing ways to provide legendary support that our customers and associates rave about. We're not just looking to fill open positions - we seek outgoing, passionate people who want to start a long career with a knack for making someone's day.
As a SUML Sr. CAT Escalation Coordinator, you are literally on the front lines of our company. We are seeking strong leaders who will motivate and lead our customer service team. The SUML Sr. CAT Escalation Coordinator serves as a supervising liaison between upper management, customer service representatives, and our customers. You will supervise and engage a team in providing word class customer service. The role also includes coaching and training agents, and tracking their performance. The SUML Sr. CAT Escalation Coordinator will handle title maintenance, refinance lien placement, and title release escalation calls in a fast paced, call center environment.
*This role is an essential position and requires on-site attendance. Not a hybrid role.
Schedule: Monday - Friday 8 am - 5 pm CST
Training: Monday - Friday 8 am - 5 pm CST
Location: On-site Plano, TX (Plano 5)
Responsibilities:

• Use appropriate channels to make real time decisions and fulfill policy and procedure expectations
• Perform account level research and provide thorough accurate documentation to accounts
• Servicing accounts by investigating problems and finding resolutions to create a positive customer experience.
• Provide developmental feedback to phone agents and progress report and updates to managers
• Track touch points to help determine customer dissatisfaction
• Create customer responses for complaints

Basic Qualifications:

• High School Diploma, GED, or equivalent certification
• At least 3 years of Customer Service or Call Center experience
• At least 1 year experience working in the Financial Industry
• At least 1 year of experience using Google Suite or Microsoft Office

Preferred Qualifications:

• At least 2 years of customer service experience in Financial Services
• At least 2 years of experience in Microsoft Office or Google Suite
• At least 1 year experience in Auto Finance
• At least 1 year of escalations experience

* At this time, Capital One will not sponsor a new applicant for employment authorization for this position
More Benefits, More Health, More Wealth, and More Life
Capital One believes in encouraging you to fill up your cup and come back fresh. Combine that with above and beyond benefits and you might be onto something.

• Medical, Dental, Vision, Prescription coverage Day 1
• Flexible Scheduling
• Paid Time Off
• Wellbeing offerings such as backup childcare and Mental Wellness support
• Tuition Reimbursement
• Paid Training and Development offered quarterly
• Flexible Spending Account
• Life Insurance as well as Disability
• Disability Insurance
• 401 K and Stock Purchase Plan

The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.
Plano, TX: $49,774 - $49,774 for COAF Ops Sr. Coordinator
Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate's offer letter.
Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the Capital One Careers website . Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.
This role is expected to accept applications for a minimum of 5 business days.
No agencies please. Capital One is an equal opportunity employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex (including pregnancy, childbirth or related medical conditions), race, color, age, national origin, religion, disability, genetic information, marital status, sexual orientation, gender identity, gender reassignment, citizenship, immigration status, protected veteran status, or any other basis prohibited under applicable federal, state or local law. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City's Fair Chance Act; Philadelphia's Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.
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 [email protected] . All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.
For technical support or questions about Capital One's recruiting process, please send an email to [email protected]
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Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).