Armando Smith

LM CAT Sr Advocacy Coordinator - Work From Home

The Loss Mitigation CAT Sr. Advocacy Coordinators support customers on complaint resolution needs. The role entails interacting with designated business area contacts to research customer complaints and/or system breakdowns. The Sr Coordinators also perform cursory assessment of the nature of the customer complaint and works with business contacts to mitigate complaints.

Responsibilities:

• Researches and resolves customer/regulator complaints received via letter
• Identifies and provides feedback on identified trends
• Flags potential regulatory compliance violations or potential risk events
• Creates customer responses for complaints
• May be required to work on special projects for groups supported by LM CAT as needed

The Loss Mitigation Customer Advocacy Team focus is to minimize customer complaints. We assist customer with escalated issues and provide effective account resolutions. We function as an intermediary between the customer and Capital One. We also assist associates through real-time consultations.

The LM CAT Sr. Frontline Specialist support Loss Mitigation in a fast paced environment. The main goal of this position is to help improve productivity, efficiency and effectiveness by providing consultation to associates with questions and resolve Tier 2 complaints.

Answer questions on policies, procedures and systems. Handle calls where cardholders requests to speak to a supervisor. Receive and document cardholder complaints. Provide feedback to phone agents and Unit managers as needed. Manage time efficiently in order to complete all tasks within deadlines.

• Tier 2 servicing queue focused on providing high quality service to card members. High energy position that interacts with all departments and partners across Capital One network. Role requires being skilled at diffusing, acting as customer advocate and taking ownership until the customer issue is resolved. Must have excellent excellent communication skills, self-managed and highly efficient in using systems and tracking data in various databases.

• As Customer Service Representative my job is to represent the face of business and brand by providing quality customer service.
• This job requires accuracy, problem solving, maintaining quality standards, and an up to date knowledge of company policies and regulations.
• Professionalism and multi-tasking is a must, along with strong written and verbal communication skills.
• All of these skills together amounts to great customer service.