Remote Customer Service Coordinator – BassCab Core Operations – Full‑Time Work‑From‑Home Role with Capital One

Why Capital One? – A Visionary Financial Services Leader

Capital One is redefining the future of banking by putting people first—customers, associates, and communities alike. With a legacy of innovation, data‑driven decision making, and a culture that celebrates curiosity, we empower every employee to bring bold ideas to life. As a Remote Customer Service Coordinator for the BassCab Core team, you’ll join a dynamic group that transforms everyday banking interactions into meaningful experiences that build trust and loyalty.

Position Overview – Remote Customer Service Coordinator (BassCab Core)

We are seeking a motivated, empathetic, and tech‑savvy professional to serve as the frontline voice for our customers. In this fully remote, full‑time role, you will handle inbound inquiries, resolve complex issues, and act as a trusted advisor—delivering the high‑quality, compassionate service that Capital One is known for.

Key Responsibilities

• Customer Interaction: Answer incoming calls, chats, and emails with professionalism, empathy, and precision, ensuring each customer feels heard and valued.
• Problem Solving: Diagnose and resolve a wide range of banking, payment, and account‑related issues, escalating only when necessary while maintaining ownership of the customer journey.
• Documentation: Accurately log interactions, resolutions, and follow‑up actions in Capital One’s CRM system, adhering to compliance and data‑privacy standards.
• Product Knowledge: Maintain deep, up‑to‑date knowledge of BassCab Core services, promotional offers, and regulatory requirements to provide accurate guidance.
• De‑Escalation & Conflict Management: Apply proven de‑escalation techniques to calm upset customers, turning potentially negative experiences into positive outcomes.
• Collaboration: Partner with cross‑functional teams—including fraud, technical support, and underwriting—to facilitate swift resolutions.
• Continuous Improvement: Contribute insights and feedback during team huddles, training sessions, and process‑improvement initiatives.
• Attendance & Punctuality: Demonstrate reliability through consistent attendance, adherence to schedule, and proactive communication of any availability changes.

Essential Qualifications

• High school diploma, GED, or equivalent; additional education or certifications are a plus.
• Minimum of one (1) year of proven customer service experience in a fast‑paced, contact‑center environment.
• Exceptional verbal and written communication skills, with a clear, friendly, and confident tone.
• Strong attention to detail and ability to follow scripted processes while exercising sound judgment.
• Demonstrated empathy and a genuine desire to help customers resolve their concerns.

Preferred Qualifications & Experience

• Previous experience in financial services, banking, or fintech customer support.
• Familiarity with CRM platforms (e.g., Salesforce, ServiceNow) and ticketing systems.
• Experience with remote work environments, including personal productivity tools such as Slack, Microsoft Teams, and Zoom.
• Certification in conflict resolution, de‑escalation, or customer experience (e.g., CCXP, HDI).
• Bilingual abilities (especially Spanish) to serve a diverse customer base.

Technical Requirements – Work‑From‑Home Setup

To deliver the premium service Capital One promises, candidates must maintain a secure, professional home office that meets the following criteria:

• Dedicated, quiet workspace free from background noise and distractions.
• Reliable private internet connection (cable or fiber) with a minimum of 5 Mbps download speed on VPN; 10 Mbps+ is preferred.
• Hard‑wired Ethernet or high‑quality Wi‑Fi (no cellular hotspots or satellite connections).
• Secure, password‑protected network where you have visibility of all connected devices.
• Up‑to‑date computer meeting Capital One’s hardware specifications (Windows 10+ or macOS 12+).
• Webcam and headset with mute capability for clear, professional audio/video when required.

Capital One reserves the right to request proof of internet speed, network security, and equipment compliance. Requirements may evolve as technology advances.

Core Skills & Competencies for Success

• Active Listening: Ability to capture key details, ask clarifying questions, and confirm understanding.
• Problem‑Solving Mindset: Proactive approach to identifying root causes and offering lasting solutions.
• Time Management: Efficient handling of multiple inquiries while meeting service‑level agreements (SLAs).
• Adaptability: Comfortable navigating frequent changes in policies, tools, and customer expectations.
• Team Orientation: Collaborative spirit that supports peers and contributes to a positive, inclusive culture.
• Data‑Driven Decision‑Making: Use of analytics and performance metrics to improve personal and team outcomes.
• Digital Literacy: Comfort with online banking platforms, mobile apps, and troubleshooting basic technical issues.

Career Growth & Learning Opportunities

Capital One invests heavily in the professional development of every associate. As a Remote Customer Service Coordinator, you will have access to a rich ecosystem of learning resources, including:

• Onboarding Academy: A structured, multi‑week program blending virtual instructor‑led sessions with self‑paced modules covering compliance, product knowledge, and customer interaction techniques.
• Quarterly Skill‑Boost Workshops: Topics range from advanced de‑escalation strategies to data analytics for customer insights.
• Mentorship Programs: Pairing with senior agents or managers to accelerate career progression.
• Internal Mobility: Eligibility for promotion to Senior Coordinator, Team Lead, Quality Analyst, or specialized roles within operations, risk, or product teams.
• Tuition Reimbursement: Up to $5,250 per year for approved courses, certifications, or degree programs related to finance, technology, or business.

Compensation, Perks, & Benefits

Capital One offers a competitive salary band for this role, ranging from $43,680 annually (full‑time), with adjustments based on geographic location, experience, and performance. In addition to base pay, you can enjoy a robust benefits package that supports health, wealth, and wellbeing:

• Medical, Dental, Vision: Comprehensive coverage starting on Day 1, with options for employees and dependents.
• Flexible Work Schedule: Ability to select shift patterns that align with personal commitments.
• Paid Time Off (PTO) & Holidays: Generous accruals for vacation, sick leave, and paid holidays.
• Wellness Programs: Access to mental‑health resources, backup childcare, and employee assistance programs.
• Retirement Savings: 401(k) match and a Stock Purchase Plan to help build long‑term financial security.
• Life & Disability Insurance: Coverage that provides peace of mind for you and your loved ones.
• Flexible Spending Accounts (FSAs):** For dependent care and medical expenses.
• Employee Discounts: Savings on banking products, travel, entertainment, and more.