Customer Protection Resolution Coordinator

Capital One
July 11, 2019
Saint Cloud, MN
Job Type


At Capital One, we’re building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We are succeeding because they are succeeding.

Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and deep respect for their responsibility in helping our customers achieve their goals and realize their dreams. Together, we are on a quest to change banking for good.

Customer Protection Resolution Coordinator

We are reimagining Banking and it all starts with YOU:
We believe banking should fit our customers’ everyday lives — not the other way around. As a Customer Service Coordinator, you’ll have the opportunity to use your love of working with people to play a vital role in helping our customers by protecting their financial security over the phone. You’ll talk to our customers when they call in about disputing bank account transactions, resolving claims disputes with merchants via conference call, and update customers on the status of claims that could not be resolved on the first call . Our team exists to enhance the financial lives of customers by helping with resolving issues regarding transactions they don’t recognize, helping customers understand how to resolve questions, and helping them to have a great experience in a moment that matters to their financial well being. We’re not just looking to fill open positions. We seek determined, critical thinkers, with sound judgement who are passionate people that really want to be a part of this whole reimagined banking experience.

Here’s What We’re Looking For In You

  • You’re friendly, engaging, and can connect with customers. Yep, you’re a people person - you like asking questions to get to the root of the problem. Whether it’s helping customers determine what transactions are fraudulent or resolving dispute claims with merchants.
  • You are passionate about helping customers and will be able to reduce customer financial anxiety by helping to protect their accounts. You’ll stay up to date on the latest information about detecting and preventing fraud. You’ll respond and answer customer inquiries with the intent of communicating information to customers, merchants, or investigators.
  • You’re aware of the importance of compliance when working at a bank. You’ll ensure we identify the true identity of our customers, identify fraudsters impersonating our customers, and gather important facts and details to prevent losses to our customers and Capital One.
  • You’re naturally curious and like to learn. You like to probe, investigate, and get the heart of the matter. We’ll teach you what Capital One has to offer our customers in products, services, experiences, and you will learn how to identify and reduce the risk for our customers on their accounts.
  • You’re digitally savvy. You’ll guide customers by navigating tools and resources at Capital One to help your customers and merchants with their questions about account activity. Learn how customers use our online and mobile tools to bank with us. Take an active role in educating customers on how to prevent and detect unauthorized activity.
  • You’re a team player. You will have the opportunity to work with an energized team of banking professionals and will help inspire your teammates as they inspire you. You will speak up and raise risks to the bank.
  • You're flexible. When customers call, you'll be there. Your starting schedule may include evening and weekend shifts.
  • You like the idea of growing your career with Capital One and eventually exploring other opportunities as you seek new challenges.

Basic Qualifications

  • High School Diploma, GED or Equivalent Certification
  • At least 1 year of customer service experience

Preferred Qualifications

  • At least 2 years customer service experience
  • At least 2 years previous contact center experience

At this time, Capital One will not sponsor a new applicant for employment authorization for this position.

Company Description

Capital One Financial Corporation, incorporated in July 21, 1994, is a diversified banking company focused primarily on consumer and commercial lending and deposit origination. Its principal business segments are Local Banking and National Lending. Local Banking includes consumer, small business and commercial deposits, and lending conducted within its branch network. The National Lending segment consists of three sub-segments: the U.S. Card sub-segment, which consists of domestic consumer credit and debit card activities; the Auto Finance sub-segment, which includes automobile and other motor vehicle financing activities, and the Global Financial Services sub-segment consisting of international lending activities, small business lending, installment loans, home loans, healthcare financing and other diversified activities. Capital One is an equal opportunity employer F/M/Disability/Veteran/Sexual Orientation/Gender Identity

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