Senior Advocacy Coordinator

Capital One

Senior Advocacy Coordinator managing complex customer escalations and ensuring service excellence at Capital One. Collaborating across teams to resolve issues and drive improvements in customer service.

Posted 7/3/2026full-timeRemote • Texas • 🇺🇸 United StatesSenior💰 $49,800 - $56,900 per yearWebsite

About the role

Key responsibilities & impact

Investigate and resolve complex customer and regulatory complaints to ensure optimal outcomes
Handle inbound and outbound escalated call customer interactions
Troubleshoot and resolve technical access issues and web-based platforms for customers
Analyze service trends and deliver actionable feedback to stakeholders to drive process improvements
Monitor for and escalate potential regulatory compliance concerns or risk events
Conduct professional and empathetic communications to resolve customer complaints
Provide expert guidance to team members regarding policies, procedures, compliance standards, and internal systems
Collaborate with cross-functional partners to address and resolve business needs
Apply a comprehensive understanding of auto finance approval requirements to support accurate decision-making
Consistently achieve established daily performance metrics and service-level objectives

Requirements

What you’ll need

High School Diploma, GED, or equivalent Certification
At least 3 years of Customer Service or Call Center experience
At least 1 year of experience using Google Suite or Microsoft office

Benefits

Comp & perks

Medical, Dental, Vision, Prescription coverage
Day 1 Flexible Scheduling
Paid Time Off
Wellbeing offerings such as backup childcare and Mental Wellness support
Tuition Reimbursement
Paid Training and Development offered quarterly
Flexible Spending Account
Life Insurance as well as Disability
Disability Insurance
401 K and Stock Purchase Plan

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

Complaint ResolutionProcess Improvement AnalysisTechnical Access TroubleshootingAuto Finance Approval Requirements

Soft Skills

Empathetic CommunicationCollaboration

Certifications

High School DiplomaGEDEquivalent Certification