Customer Advocacy Coordinator – CAT/BK

  • Company: Capital One
  • Posted: December 15, 2016
  • Reference ID: R15780
Plano 2 (31062), United States of America, Plano, Texas

Customer Advocacy Coordinator – CAT/BK


The primary responsibility of the Principle Customer Advocacy Coordinator is to answer questions, resolve complex customer concerns and be the first point of escalation for all Tier 2 complaints, and incoming bankruptcy calls.  This role requires the ability to work with a variety of internal and external business partners and ensure escalated Tier 2 complaints are resolved and remediated in a timely manner. They will answer questions related to all aspects of mortgage servicing and bankruptcy.

  • Answer incoming bankruptcy calls received from our loss mitigation skill set
  • Resolve customer escalations by providing information requested through verbal and/or written correspondence and maintaining records
  • Identify root causes and propose complaint resolution/mitigation opportunities
  • Accountable for accurate and timely responses, case tracking, and record retention
  • Regularly produce and distribute Aging Reports to Home Loans Call Center Managers
  • Record, track and report open and closed Tier 2 complaints
  • Answer questions, take payments inbound payments for our bankruptcy customer
  • Work with attorney offices as it relates to bankruptcy

  • High School diploma, GED, or equivalent certification
  • At least 1 year of Home Loan servicing

  • Bachelor’s Degree
  • Minimum 2 years of bankruptcy experience
  • Minimum 2 years’ of Home Loans Servicing
  • Minimum 2 years’ experience with Microsoft office (Outlook, Excel, Word, Powerpoint)
  • Minimum 2 years’ experience in communicating with various levels of management

At this time, Capital One will not sponsor a new applicant for employment authorization for this position.

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