Tier1 Coordinators
3 days ago
Alabang , Philippines, Muntinlupa City, National Capital Region (Manila)
Tier1 Coordinators
- *Summary:*
- To serve as subject matter experts on the floor to support Sr. Operation Representatives in handling difficult calls in order to mitigate and resolve queries or issues in a timely and efficient mannerWork Set up:
Work Schedule: Mon-Fri: 9 am - 9 pm EST, Sat-Sun: 9 am - 6 pm EST
*General Responsibilities:***
- Listens to customer issues and questions raised by Sr. Operations Representatives and acts as resource person by providing helpful information
- Resolves escalated concerns on unresolved issues by clarifying, researching and exploring answers and alternative solutions
- Keeps abreast of the complete line of processes and operations across escalations and processing group to ensure that accurate information is provided at all times in order to avoid miscommunication and employee dissatisfaction
- May be assigned / rotated across related sub-functions
- All other job-related duties that may be assigned from time to time*Basic Qualifications:*
- 1 year relevant experience in a call center environment*Skills Required*
- Solid knowledge and understanding of the process
- Strong interpersonal skills
- Excellent Verbal and written Communication Skills to handle difficult clients
- Active Listening skills
- Service Orientation
- Ability to work independently and be a team playerInternal Job Posting Reminders:
*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:*
- Promotion through IJP is only up to Senior Associate level for Operations Groups
- 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 applications 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).
