Capital One Sr. Risk Representative in Chester, Virginia

James River Center 2 (12041), United States of America, Chester, Virginia

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 a 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.

Sr. Risk Representative

Serving as the voice of reason and reassurance to callers, you’ll place as well as receive calls concerning Capital One products and services. Your goal is to work with customers to resolve their concerns and deliver solutions to make their lives better, striving for single contact resolution. Candidates will be responsible for following federal, state and local regulations around privacy and must be able to recognize exposure and minimize risk to the customer and Capital One. Successful candidates will offer a consistent and pleasant customer experience to leave a positive impression of Capital One on each call.

Responsibilities :

  • Maintain compliance by adhering to all Federal, State and Capital One Regulations.

  • Maximize results by achieving efficiency and performance goals.

  • Provide exceptional call quality on every call, building on Capital One’s brand through great customer service.

  • Use humility & empathy with our customers and explain their account status in a way that makes sense to them.

  • Demonstrate strong written and verbal communication skills with both internal and external customers.

  • Service accounts through active listening, engagement and problem solving through critical thinking, demonstrated by strong customer experience results.

  • Balance business intent and our customer’s needs to design creative solutions that make our customers lives better and show advocacy for the customer.

  • Educate each customer on the status of their account and establish appropriate payment arrangements.

  • Accept feedback and be open minded to change, participating in individual and group developmental sessions.

  • Achieve proper schedule adherence, demonstrating effective time management.

Basic Qualifications:

  • High School Diploma, GED or Equivalent Certification or Military Experience

  • At least 1 year customer service experience

Preferred Qualifications:

  • At least 2 years of Customer Service experience

  • Associate Degree

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