As a key member of the GURU (Guiding User Readiness and Understanding) team at Capital One, you will support BCS Core frontline associates with their escalations.
As a key member of the team this position will support the business in an escalated capacity. Associates in this position will be working with multiple contacts including the Customer, Team Coaches and the Department Operation Manager
-Ensure every interaction with the cardholder aligns with the overall customer experience strategy
-Deal with a wide range of inquiries, working in partner with our cardholders to understand and resolve their individual situations sensitively and sympathetically, while taking ownership of each situation to promote first call resolution.
-Some phone time may be required
-Demonstrate effective communication skills and be proficient at dealing with difficult situations.
-Identify areas of development for Customer Service Representatives and provide both positive and constructive feedback when appropriate to the business
-Assist colleagues in other areas of our business to ensure they deliver a superior customer experience
-Ensure compliance with Operating Instructions, federal regulations and Client contract agreement
-Able to work flexible schedules including evenings and weekends