Advocacy Coordinator

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

Advocacy Coordinator

Summary:

• The Advocacy Team serves as subject matter experts on the floor providing real-time support to front line agents (Sr. Operations Representatives) in handling difficult calls or cases. The primary objective of the team is to help agents deliver exceptional service through the provision of quick and accurate support via chat by leveraging expert knowledge and internal tools . The Advocacy Team will guide front line agents through system navigation, clarify processes, provide assistance on processes that are only available to the Advocacy Team, and offer solutions to complex customer concerns. Team members are expected to work autonomously to meet productivity and quality metrics within a team environment to achieve overall departmental goals.

General Responsibilities :

• Provides functional support in the assigned sub-function, including but not limited to:

• Act as a Subject Matter Expert (SME) for all Customer Servicing and Fraud Detection frontline-related questions and tasks
• Assist agents by completing specific actions that cannot be completed at the frontline level due to access restrictions
• Provide real-time guidance, process clarification and resources, such as Support Center links, to help agents resolve customer concerns
• Refer to work instructions and apply sound judgment when offering solutions/alternatives in exception or complex scenarios
• Document interactions through agent disposition forms, including escalations and account actions when applicable
• Manage concurrent chats while maintaining professionalism and accuracy
• Consult with Team Lead to obtain guidance if needed
• Perform additional responsibilities / duties as the business requires
• Provide feedback and insight on frontline agent trends and improvement opportunities as requested.

• 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 player

Preferred Qualifications:

• Subject Matter Expert (SME) on frontline Customer Service & Fraud Detection
• Proven time management skills with the ability to manage multiple requests simultaneously
• The ability to exercise sound judgment to determine when to escalate for further support
• Collaborative mindset, with a focus on driving agent satisfaction and overall performance

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:

• Open to Sr. Ops Rep and Coordinators
• 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 an internal questionnaire is required to proceed
• Don't forget to upload your resume in Workday before submitting the application. Incomplete application may delay 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.

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 or via email at 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

Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.

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).