Sr. Advocacy Coordinator - Work from Home<h3><b>Job Description:</b></h3><p>Are you a purpose-driven leader ready to make a tangible impact? We are seeking a Senior Advocacy Coordinator who pairs decisive judgment with a passion for collaborative problem-solving. In this dynamic, high-volume role, you will handle complex escalations with precision, championing teamwork across the organization to deliver exceptional outcomes. If you are ready to apply your skills to transform challenging situations and truly advocate for our customers, join us in redefining what service excellence looks like.</p><p>The Customer Advocacy Team (CAT) is a phone-based unit dedicated to delivering high-quality service by resolving intricate technical problems and customer grievances by overseeing technical inquiries and escalated situations. This high-energy role involves researching system breakdowns, collaborating with business partners to mitigate issues, and de-escalating difficult customer situations while maintaining ownership until resolution. The position serves as an advocate for both internal and external customers, supporting front-line associates and ensuring a "White Glove Service" experience across the Capital One network.</p><h3><b>Responsibilities:</b></h3><ul><li><p>Investigate and resolve complex customer and regulatory complaints to ensure optimal outcomes</p></li><li><p>Handle inbound and outbound escalated call customer interactions</p></li><li><p>Troubleshoot and resolve technical access issues and web-based platforms for customers</p></li><li><p>Analyze service trends and deliver actionable feedback to stakeholders to drive process improvements</p></li><li><p>Monitor for and escalate potential regulatory compliance concerns or risk events</p></li><li><p>Conduct professional and empathetic communications to resolve customer complaints</p></li><li><p>Provide expert guidance to team members regarding policies, procedures, compliance standards, and internal systems</p></li><li><p>Collaborate with cross-functional partners to address and resolve business needs</p></li><li><p>Apply a comprehensive understanding of auto finance approval requirements to support accurate decision-making</p></li><li><p>Consistently achieve established daily performance metrics and service-level objectives</p></li></ul><p><b><b>Job Level:</b></b> Sr. Coordinator<br><b><b>Location: </b></b>Work from Home<br><b><b>Schedule: </b></b>Monday - Friday 8:00am - 5:00pm CST </p><h3>Basic Qualifications:</h3><ul><li><p>High School Diploma, GED, or equivalent Certification</p></li><li><p>At least 3 years of Customer Service or Call Center experience</p></li><li><p>At least 1 year of experience using Google Suite or Microsoft office</p></li></ul><h3>Preferred Qualifications:</h3><ul><li><p>At least 4 years of Customer Service or Call Center experience</p></li><li><p>At least 1 year of escalations experience</p></li><li><p>At least 1 year of experience working in auto finance </p></li><