Work From Home Sr. Advocacy Coordinator

Work From Home Sr. Advocacy Coordinator

The Senior Collections Customer Advocacy Coordinator serves as a Tier 2 escalation expert within Auto Finance. This role supports complex and high-risk auto finance accounts across all stages of collections while acting as a customer advocate and compliance partner. You will handle highly escalated customer interactions, support complaint resolution, assess regulatory risk, and contribute to continuous improvement initiatives through quality feedback and trend analysis. You will act as the bridge between frontline associates and complex resolution, utilizing strong de-escalation skills to prevent Tier 3 corporate complaints.

Key Responsibilities:

Escalation Management & Customer Advocacy:

• Tier 2 Resolution: Manage inbound live calls from customers and frontline associates (consults) to resolve escalated issues

• Complaint Research: Research and resolve customer/regulator complaints received via letter, inbound call, email, or NPS surveys results

• De-escalation: Utilize advanced communication skills to handle upset customers, preventing further escalation to Office of the President (OOTP) Tier 3 levels

• Outbound Engagement: Perform outbound calls to customers for follow-ups, including CAS requests, missing information, and denied requests efforts to improve customer experience

Risk, Compliance & Strategy:

• Risk Identification: Flag potential regulatory compliance violations or risk events immediately

• Trend Analysis: Identify and provide feedback on recurring trends regarding customer friction points

• Documentation: Create professional customer responses for complaints and maintain thorough documentation in accordance with company standards

Operational Support:

• Subject Matter Expert (SME): Serve as an SME for complex collections, escalations, and policy interpretations for internal teams

• Special Projects: Participate in projects supported by CCAT, including process enhancements and departmental initiatives

• Loss Mitigation: Support customers with repayment plans, hardship program enrollment, and resolution pathways

Technical Proficiency:

Candidates must have the ability to navigate multiple applications simultaneously to assist customers efficiently.

• Communication & Collaboration: Slack, Google Chat, Google Workspace (Sheets, Docs, Slides, Forms)

• Core Systems: Titan/Ease, Dionysus, Remtico, TMS

• Data & Monitoring: Atticus/Kibana, Unidentified Log, Vessel, Sentinel

• Verification & Compliance: Innovis, Intellicheck, Empath

Job Level *: * Sr Coordinator

Schedule *: * 9:00am-6:00pm or 10:00am-7:00pm Monday-Friday CST

Basic Qualifications *: *

• High School Diploma, GED, or equivalent certification

• At least 3 years of Customer Service or Call Center Experience

• At least 1 year of Auto Finance Loss Mitigation experience

• At least 1 year of experience using Google Suite or Microsoft office

Preferred Qualifications:

• At least 4 years of Customer Service or Call Center experience

• At least 2 years of Auto Finance Loss Mitigation experience

• At least 1 year of experience supporting cross-functional teams or special projects

Work from Home Technology Requirements:

• Secure home office environment that is free from background noise and distractions

• Reliable private internet connection that is not supplied via cellular data or hotspot is required

• A private network that is password protected where you have ownership or line of site sight to every device on the network

• Internet service must be provided by Cable or Fiber Internet Service Providers (ISP)

• Hotspots and satellite services are prohibited and do not meet performance criteria required for optimal agent/customer interactions

• Associates must maintain a minimum of 100 Mbps download / 10 Mbps upload speed from their internet provider

• To validate ISP speeds from a Chrome browser, go to type Speed Test and run from the Google landing page

• Both Hardwire and WiFi internet connections are acceptable as long as speed and security requirements are met

Capital One reserves the right to request proof of internet provider, speed and service package from the associate. Requirements are subject to change, as new systems and technology are delivered. Capital One reserves the right to modify internet service requirements with sixty (60) days notice. Internet Service Provider specs can change by provider and location within the US. If you are experiencing consistent issues with internet stability Capital One reserves the right to ask the agent to upgrade internet service to ensure a good customer experience.

Work from Home Location Requirements:

This role is 100% work from home. We are unable to consider applicants who do not meet the required Capital One Work at Home compatible internet access or who live in the states of California, Hawaii, or US territories. Work from home U.S. based associates are not permitted to work internationally, outside of the continental United States (i.e. Hawaii or U.S. Territories), or California.

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

The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.

Remote (Regardless of Location): $49,800 - $56,900 for Sr. Advocacy Coordinator (Corp)

Plano, TX: $49,800 - $56,900 for Sr. Advocacy Coordinator (Corp)

Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate's offer letter.

Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the Capital One Careers website ( . Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.

This role is expected to accept applications for a minimum of 5 business days.

No agencies please. Capital One is an equal opportunity employer (EOE, including disability/vet) committed to non-discrimination in compliance with applicable federal, state, and local laws. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City's Fair Chance Act; Philadelphia's Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.

If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at [email protected] . All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

For technical support or questions about Capital One's recruiting process, please send an email to [email protected]

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Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).