Customer Success Manager
SamaSalary not specified
Full Time
Entry Level & New Grad
Work from Home Senior Customer Service Coordinator, Premium Retail Queue - Partnership Servicing at Capital One
Richmond, Virginia, United States
Not SpecifiedCompensation
Senior (5 to 8 years)Experience Level
Full TimeJob Type
UnknownVisa
Banking, Financial Services, RetailIndustries
Requirements
- Live within a 100 miles radius of one of the specified zip codes (excluding CA): 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), and report in person when required with at least 24 hours notice
- Demonstrate the ability and willingness to learn
- Possess a strong attention to detail, a positive attitude, and the ability to be flexible and embrace change
- Demonstrate a strong customer focus rooted in empathy
- Communicate effectively with peers, management, and customers using appropriate methods
- Exercise good judgment and independent decision-making skills
- Ability to problem solve individual issues, guide co-workers in problem solving and solutions, and identify trends in customer needs
- Demonstrate exceptional listening, questioning, call control, and de-escalation techniques
- Be proactive with effective time management and organizational skills
- Display dependability with a solid attendance record
Responsibilities
- Provide exceptional customer service by listening, understanding customer needs, problem solving, and delivering "wow" customer experiences to deepen relationships and loyalty
- Advocate for customers, problem solve, and own issue resolution in alignment with compliance and regulatory requirements
- Handle complaints and escalated situations, including complex de-escalation
- Investigate customer concerns
- Help create and implement process improvements
- Report trending customer issues
- Support other customer service advocates by guiding them to resolve customer issues or complaints and providing in-the-moment feedback to connect them to the right resources
Skills
Customer Service
Communication
Problem Solving
Attention to Detail
Empathy
Decision Making
Training
Capital One
Offers diverse financial products and services
About Capital One
Capital One provides a variety of financial services aimed at making banking accessible and easy for everyone. The company offers products such as credit cards, savings accounts, car loans, and business checking accounts, catering to both individual consumers and small businesses primarily in the United States. Capital One's approach includes user-friendly banking solutions with no fees or minimums for checking accounts, allowing customers to manage their finances more effectively. They generate revenue through interest on loans, credit card fees, and investment banking services. What sets Capital One apart from its competitors is its strong commitment to financial inclusion and literacy, demonstrated through community partnerships and educational initiatives, such as collaborations with Khan Academy. The company's goal is to create a more inclusive financial system and empower customers with the knowledge and tools they need to make informed financial decisions.
McLean, VirginiaHeadquarters
2014Year Founded
$15.9MTotal Funding
IPOCompany Stage
Fintech, Financial ServicesIndustries
10,001+Employees
Benefits
Medical, Dental, & Vision coverage
Onsite Health Centers
Prescription saving with network of local pharmacies
Stock Purchase Plan
Education Assistance
401(k)
Flexible Spending Accounts
Life and Disability insurance
Generous paid time off + corporate & floating holidays
Registered dieticians on site, cooking classes and free virtual fitness classes
Employee Assistance Program
Risks
Increased competition in subscription management tools may dilute Capital One's advantage.
Over-reliance on partnerships could expose Capital One to technological risks.
Departure of key personnel like Joe Rodriguez may affect risk management continuity.
Differentiation
Capital One offers user-friendly banking with no fees or minimums for checking accounts.
The company partners with Khan Academy to provide financial literacy education.
Capital One is the first major U.S. bank to offer subscription management tools.
Upsides
Capital One's mobile app is a model for secure, user-friendly digital banking.
Data sharing with Worldpay enhances payment security and fraud prevention.
Partnerships with fintechs like Minna Technologies improve customer experience.
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