Locations: VA – Richmond, United States of America, Richmond, VirginiaFraud Intake Coordinator (FAST)

** Candidates must live within approximately 100 miles driving distance of Zip Code 23060 (Richmond VA), 23320 (Chesapeake, VA), 33634 (Tampa FL), or 89144 (Las Vegas NV) and be comfortable coming in person whenever required with no less than 24 hours notice. Candidates based in VA cannot live north of Fredericksburg, VA. **

Are you looking for a challenging role that includes the convenience of working virtually at home? Are you a reliable, highly self-motivated individual? Do you genuinely care about helping customers?

Then a Capital One Virtual Servicing role may be the role for you!

In this role, you will work in a remote fast-paced inbound queue where customers, transferring agents and potential fraudsters may be routed. Your primary responsibility will be to mitigate risk by completing enhanced verification to clear fraud concerns for our customers so they can continue to use their Capital One credit card. While the complexity of this call type will require excellent problem solving skills, it will also be important to continue to deliver Capital One’s standard for world class service on every call. In addition to these skills, a successful candidate will also demonstrate:

• Excellent verbal and written communication skills
• A passionate customer service advocate with strong critical thinking skills
• Strong time management/multi-tasking skills in a virtual environment
• Exceptional listening, questioning and technical troubleshooting techniques
• Ability to deescalate customers and provide an exceptional customer experience
• High level of autonomy, self motivation and ethical self-management
• Comfort with schedules that will most likely require afternoons or evenings and at least one weekend day with the potential for split days off
• Availability to attend 5 week mandatory virtual classroom training followed by a 2 week on the phone nesting period (Monday-Friday)
• Reliable and predictable attendance
• Must have a secure home office environment that is free from background noise and distractions
• Ability to sit in front of a PC/monitor, fielding phone calls using multiple systems for extended periods of time

Work at Home Technology Requirements:

• A secure home office environment that is free from background noise and distractions
• A reliable private internet connection that is not supplied by use cellular data (hot spot)
  • Cable or fiber connections are preferred
  • Internet service download speeds must be at least 5 mbps, with 10+ mbps preferred – check your download speed using a speed test. A sample one can be found here. To test your home internet from your personal computer at home, type www.speedtest.net into the web browser of your personal computer.
  • Sustained ability to maintain latency less than 250 ms in voice calls is required
• Hard wired connectivity is preferred, any use of wireless connectivity must be Private (non-public) and password protected through WPA2-PSK (AES) encryption. If you have any questions about your encryption, please consult with your internet provider
  • A private network is password protected where you have ownership or line of site to every device on the network
• Capital One reserves the right to request proof of internet provider, speed and service package from the associate
• Requirements are subject to change, as new systems and technology is delivered. Capital One reserves the right to modify internet service requirements with sixty (60) days notice.

Basic Qualifications:

• At least a High School Diploma, GED, or equivalent certification
• At least 2 years of customer service experience

Preferred Qualifications:

• Bachelor’s Degree or military experience
• At least 2 years of customer service experience in financial services or at least 2 years experience in credit card services
• Experience working at home in customer service

** Candidates must live within approximately 100 miles driving distance of Zip Code 23060 (Richmond VA), 23320 (Chesapeake, VA), 33634 (Tampa FL), or 89144 (Las Vegas NV) and be comfortable coming in person whenever required with no less than 24 hours notice. Candidates based in VA cannot live north of Fredericksburg, VA. **

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

No agencies please. Capital One is an Equal Opportunity Employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex, race, color, age, national origin, religion, physical and mental disability, genetic information, marital status, sexual orientation, gender identity/assignment, citizenship, pregnancy or maternity, protected veteran status, or any other status prohibited by applicable national, federal, state or local law. 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 4901-4920; 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 1-800-304-9102 or via email at RecruitingAccommodation@capitalone.com. 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 Careers@capitalone.com

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).