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SUML Sr. CAT Escalation Coordinator

Capital One

This is a Contract position in Richland Hills, TX posted August 2, 2021.

Plano 3 (31063), United States of America, Plano, TexasSUML Sr. CAT Escalation CoordinatorOur Setup My Loan Contact Center team has been hard at work strategizing ways to provide legendary support that our customers and associates rave about. We’re not just looking to fill open positions – we seek outgoing, passionate people who want to start a long career with a knack for making someone’s day.As a SUML Sr. CAT Escalation Coordinator, you are literally on the front lines of our company. We are seeking strong leaders who will motivate and lead our customer service team. The SUML Sr. CAT Escalation Coordinator serves as a supervising liaison between upper management, customer service representatives, and our customers. You will supervise and engage a team in providing word class customer service. The role also includes coaching and training agents, and tracking their performance.This team is essential. This SUML Sr. CAT Escalation Coordinator role is an onsite position.Responsibilities:* Use appropriate channels to make real time decisions and fulfill policy and procedure expectations* Perform account level research and provide thorough accurate documentation to accounts* Servicing accounts by investigating problems and finding resolutions to create a positive customer experience.* Provide developmental feedback to phone agents and progress report and updates to managers* Track touch points to help determine customer dissatisfaction* Train, motivate, and coach customer service teams* Create customer responses for complaintsOther job duties include:* Resolving escalated customer issues* Providing updates and processing reports for management* Approving policy exceptions in a thorough and timely manner.Basic Qualifications:* High School Diploma, GED or Equivalent Certification* At least 1 year of customer service call center experiencePreferred Qualifications:* At least 2 years of customer service experience in Financial Services or Banking* At least 1 year of experience in Microsoft Office Or Google Suite* At least 1 year of experience with auto title management experience* At least 1 year of handling customer escalationsAt this time, Capital One will not sponsor a new applicant for employment authorization for this position

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