Adjudication Officer, Operations
Capital One is on a quest to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We are succeeding because they are succeeding. Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We believe that innovation is powered by perspective, that teamwork and respect for each other lead to superior results, and that risk management is everyone’s job. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams. Together, it is our Mission to Change Banking for Good!
About the Role:
The Office of Complaint Adjudication is seeking to add dynamic, customer-focused individuals to play crucial roles to help promote trust and confidence in the Bank by providing customers with a fair and efficient process of resolving complaints. To support future changes to the regulatory environment, we are seeking to add members to the team who can bring a problem-solving mindset along with customer complaint experience to help investigate, respond, and provide recommendations for the resolution of complex customer complaints. This is a customer facing role and will require calls/emails with customers. Ideal candidates must be empathetic and good listeners.
Responsibilities:
Conduct investigations of complex complaints related to products and services, making use of all relevant evidence, including documents from the consumers, cardholder agreements, policies and procedures, legal or regulatory requirements; internal processes and call recordings
Liaise with business teams in other departments and request information required to resolve or respond to a consumer complaint
Provide a final, balanced review of complaints about Capital One products or services
Produce a formal written substantive responses to consumers outlining findings and a final view of the case
Thorough review all investigation reports before a the formal response is sent, ensuring it meets the expected level of completeness, consistency and accuracy,, as required by pre-established standards
Highlight opportunities/errors and providing coaching/feedback, as necessary
Highlight and prioritize complaints that concern potential regulatory or reputations risk or exposure
Highlight trends in customer complaints, or breakdowns in process, bringing them to the attention of management
Negotiate and facilitate effective and fair resolutions between internal stakeholders (business, compliance, legal groups etc.) and customers
Work on projects or assignments that will enable faster and more effective resolution to consumer complaints.
The Complaints Adjudicator is a highly motivated individual with experience working in a fast paced and dynamic environment who will:
Exercise independent judgment with strong attention to detail.
Exercise judgment to identify, diagnose, and solve problems within given rules.
Work independently on a range of complex tasks, which may include unique situations.
Manage time effectively while prioritizing multiple tasks
Approach each case with a fresh lens and provide analysis and resolutions without bias
Collaborate with peers and partners across the business and demonstrate strong teamwork
Basic Qualifications
Bachelor’s Degree (or higher); or alternative post-secondary education
At least 1-2 years experience working in banking, or another regulated field
General understanding of risk management
Strong written and verbal communication skills
Willingness to learn and adapt, as necessary
Preferred Qualifications
Knowledge and training in dispute resolution is an asset.
Prior experience dealing with complaints regarding financial products and services
Bilingual (French/English), an asset
Background in customer service, an asset
Familiarity with Canadian banking regulations, an assets
Experience with data interpretation/analysis, an asset
Capital One is adopting a flexible hybrid working model – one that creates the opportunity to match the work that we do to the environment that best supports that work. We recognize that everyone has a unique working pattern so we’re open to discussing flexible working arrangements that will best accommodate you.
At Capital One Canada the health and safety of our associates, customers and communities are our highest priorities and as a result, our offices are currently closed. When and how we transition from virtual to flexible hybrid will be guided by local government and health authority guidance.
Capital One Canada is an equal opportunity employer committed to fostering a diverse and inclusive work environment. We consider all qualified applicants and will meet the needs of those requiring reasonable accommodations.
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 [email protected] . 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 [email protected]
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).
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