Part Time - Fraud Senior Representative - Work from Home

About the position

Part Time - Fraud Senior Representative - Work from Home The Experience: Are you looking for a challenging role that includes the convenience of working virtually at home? We’re looking for people who’d like to turn this opportunity into a meaningful career. As a Capital One Customer Operations associate, you’re the heart of Capital One. To be eligible for this role, candidates must reside in one of the following states: Arizona Delaware Maryland New Jersey Ohio Pennsylvania Utah The best people listen and then say, “How can I help?” That’s what we do at Capital One. It’s how we take care of our customers. It’s how we’re changing banking for good, with compassion and real solutions. Money can be stressful; getting help shouldn’t be. Our Customer Care team is supported and empowered to be the best people to people. And we’ll have your back every step of the way. That’s life at Capital One. Here’s what we are looking for in you: At Capital One, it’s important that our associates have the necessary skills and know-how to succeed in their roles and best serve our customers. For that reason, we invest heavily in both formal and informal learning development opportunities. Through these training programs and your day-to-day work, you’ll find that successful associates at Capital One will: Demonstrate ability and willingness to learn, strong attention to detail, positive attitude and ability to be flexible and embrace change Demonstrate a strong customer focus rooted in empathy Communicate effectively with peers, management and customers Exercise good judgment and independent decision-making skills Demonstrate exceptional listening, questioning, call control, and de-escalation techniques Be proactive, have effective time management and organizational skills Display dependability with a solid attendance record Maintain sufficient reliable private internet connection, not supplied by use of cellular data (Not a hot spot)

Responsibilities

• Process late and trailing transaction on fraud status accounts and process zero fraud cases
• Actively manage and escalate risk and customer impacting issues within the day-to-day role to management
• Updating information from merchant receipts to the case information screen
• Take both inbound and outbound calls to customers for transaction verification
• Assisting customers with entry level transactions and inquiries
• Process and document customer case files
• Documenting requires a high level of accuracy and may require the use of multiple systems or screens

Requirements

• High school diploma, GED or equivalent certification
• At least 1 year of customer service or call center experience
• A secure home office environment that is free from background noise and distractions
• A reliable private internet connection that is not supplied via cellular data or hotspot
• A private network that is password protected where you have ownership or line of 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
• ISP speed on VPN must be at least 100 Mbps download and 10 Mbps upload
• To validate ISP speeds from a Chrome browser, go to www.google.com , type Speed Test and run from the Google landing page
• Hardwire ethernet connection is required
• 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.

Nice-to-haves

• At least 2 years of customer service or call center experience
• Demonstrate ability and willingness to learn, strong attention to detail, positive attitude and ability to be flexible and embrace change
• Demonstrate a strong customer focus rooted in empathy
• Communicate effectively with peers, management and customers
• Exercise good judgment and independent decision-making skills
• Demonstrate exceptional listening, questioning, call control, and de-escalation techniques
• Be proactive, have effective time management and organizational skills
• Display dependability with a solid attendance record

Benefits

• At Capital One, you join a complete benefits program.
• Our unique benefits and enrollment programs are designed to help you be your happiest, healthiest self.
• It’s backed by our belief that great work doesn’t mean sacrificing your well-being.
• It’s part of our mission to set the standard for personal flexibility, so you can grow here and at home.
• 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.