Sr. Coordinator, CBD

Alabang , Philippines, Muntinlupa City, National Capital Region (Manila)

Sr. Coordinator, CBD - Escalations

*Summary:*

• The Escalations team is responsible for managing complex and high-priority customer disputes with accuracy, compliance, and urgency. Associates in this team handle escalated cases that require in-depth investigation, sound judgment, and collaboration with internal and external partners. The role demands adaptability in a fast-paced environment, strong analytical and communication skills, and the ability to balance customer experience, regulatory requirements, and business needs.

*General Responsibilities:***

• Review and rework level 1 case investigations to ensure completeness, accuracy, and compliance with established procedures and guidelines
• May also be assigned to support L1 tasks, as well as ad hoc or risk events in alignment with Credit Bureau Disputes needs
• Process and investigate escalated customer disputes, including Regulation Automated Clearing House (ACH) cases and credit bureau disputes received from Credit Reporting Agencies (CRAs).
• Execute fee and interest credit adjustments, balancing and settlement procedures, and other case-related financial actions in compliance with regulatory and company guidelines.
• Review transactions by contacting banks, merchants, and other partners to validate dispute details and determine resolution.
• Conduct daily research and respond to inquiries from internal and external stakeholders, including financial institutions, regulatory agencies, and credit bureaus.
• Document case findings accurately and maintain detailed records to support compliance, decision-making, and audit requirements.
• Identify process gaps and provide recommendations for procedural improvements to enhance quality and efficiency.
• Manage and contribute to continuous improvement initiatives that strengthen dispute handling and agent performance.
• Prioritize workload effectively and pivot quickly to meet department needs and deadlines.
• Actively apply feedback to improve both customer experience and individual performance.
• Build knowledge across multiple Credit Bureau Disputes (CBD) queues through training and rotation.
• Establish collaborative relationships with stakeholders (QMO, AQA, CBD leadership, etc.) to independently resolve issues and escalate as needed.
• Partner with peers to foster an inclusive, supportive team culture that drives growth and excellence.

*Basic Qualifications:*

• *Education:* At least a high school graduate
• *Experience*:
• Minimum of 2 years of experience in a call center or equivalent operations environment
• Exposure to Credit Bureau Disputes (CBD) processes preferred
• *Skills & Competencies:*
• Strong analytical and critical thinking skills; able to assess complex information and make sound, fact-based decisions
• High attention to detail and accuracy in documentation and case handling
• Ability to multitask and adapt in a dynamic, fast-paced environment
• Effective written and verbal communication skills, with the ability to interact with internal teams, external stakeholders, and regulatory agencies
• Demonstrated problem-solving ability and sound judgment in resolving escalated cases
• Proven ability to work independently while contributing to a collaborative team environment
• Openness to cross-training and handling multiple sub-queues within the Credit Bureau Disputes space

*Preferred Qualifications:*

• Prior experience handling Credit Bureau Disputes (CBD) or other regulatory/investigative casework
• Familiarity with credit reporting regulations (e.g., FCRA, CFPB guidelines) and dispute-handling practices
• Experience identifying process gaps and contributing to continuous improvement initiatives
• Strong stakeholder communication skills, with the ability to present findings and collaborate effectively with leadership and partners
• Proven ability to adapt to multiple lines of business within the CBD space through cross-training

Eligibility Criteria for IJP:

• Associate must have a recent rating of at least a "Strong" or above
• Associate's current time in position, as noted on Workday is greater than or equal to 6 months
• Associate is not actively on any type of a Performance Improvement Plan (PIP)
• Associate must not have any written warning corrective action and up in any stage of the application process
• Associate must meet all minimum requirements and Basic Qualifications (BQs) of the job, as outlined in the internal job posting

NOTES:

• IJP is open to CBD LOB only
• Requisition open under local terms
• Candidate must have appropriate paperwork to work in the Philippines
• Completion of internal questionnaire is required to proceed
• Don't forget to upload your resume in Workday before submitting your application. Incomplete application may delay in processing.

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 ; 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.

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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).