Customer Complaints Case Handler at Capital One

What you’ll do

• Manage customer complaints from receipt right through to resolution, both in voice and written communications 
• Understand industry regulation and how this matches with Capital One policies
• Support customers and resolve their concerns
• Do a thorough investigation to help understand their situation and find a resolution 
• Remain customer focused and put them at the centre of every decision 
• Signpost customers to additional support resources 
• Support our business in improving our processes

What we’re looking for

• Expert attention to detail would make you a superstar in this role
• Resilience is key! Whilst this job is incredibly rewarding, it can be difficult at times
• A team player that acts with integrity and treats our customers and associates with respect
• We’d love it if you have first-hand experience within complaints and the Finance Industry - but don’t worry if not, as this isn’t a dealbreaker!

Experience 

• A great communicator, both telephony and in writing detailed final responses that are clear, not misleading and easy to digest. 
• A passion for giving the best advice to every customer you interact with through empathy and advocacy