Support customers with sensitive financial situations, providing empathetic and informed guidance to help them find suitable solutions.
Capital One is a leading information-based technology company that aims to help customers succeed by bringing ingenuity, simplicity, and humanity to banking.
Job Description
Our customers may face difficulties making payments on their credit card accounts due to various reasons such as health issues, job loss, or vulnerabilities. As a member of our Specialist Customer Support Team, you will be responsible for helping and supporting these customers in the best possible way.
* Have effective and impactful conversations with customers to understand their individual circumstances and agree on a suitable solution.
* Understand industry regulation and how it matches with Capital One policies to provide informed guidance.
* Remain customer-focused and put them at the centre of every decision, taking into account any vulnerabilities.
* Support customers through challenging and sensitive situations, signposting them to additional support resources when necessary.
* Use your judgement to assess the right outcome for the customer.
Requirements
* A natural problem solver focused on getting the right outcomes for customers.
* Resilience is key, as this role can be difficult at times, particularly when dealing with sensitive situations.
* A team player that acts with integrity and treats customers and associates with respect.
* A great communicator with a passion for giving the best advice to every customer through empathy and advocacy.
What We Offer
* High performers have strong and diverse career progression opportunities, with investment in developing great people through our training programmes.
* Immediate access to core benefits, including pension scheme, generous holiday entitlement, and private medical insurance.
* Open-plan workspaces and accessible facilities designed to inspire and support you.
Our Commitment to Diversity
We are committed to creating a level playing field and seek to create teams that are representative of our customers and the communities we serve.
Our Culture
We believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results.
Our Values
* We elevate each other and obsess about doing the right thing.
* We serve with humility and a deep respect for our responsibility in helping our customers achieve their goals and realize their dreams.