What does a customer care associate do at Capital One?

At Capital One, customer care associates are more than just a friendly voice on the phone. They’re passionate, empathetic leaders focused on building relationships, finding solutions and living Capital One’s commitment to customer satisfaction.

We spoke to two customer care associates about their work, including how they innovate and interact with customers, as well as the connections they build at Capital One and beyond.

What is a customer care associate’s role and impact at Capital One? 

Arlynne, a senior recovery coordinator in Auto Finance: I am responsible for assisting customers, addressing their needs and providing great customer service. At the end of a call, it’s a great feeling to know that you are the one who impacts someone's day in a positive way by helping solve an issue or alleviating a potentially stressful situation for them. 

Eric, a senior unit manager in Recoveries: There are a lot of paths you can take in this job family. I lead a group of leaders who have agents that report to them. Day to day, we all work together to make sure our teams are equipped with the tools and knowledge to help our customers in the best way possible.

What is a meaningful project you’ve worked on?

Arlynne: I love coordinating a Surprise and Delight, which is a program where we send a small gift, such as flowers, to customers. It’s a simple gesture that shows the customer we care. I’ve taken advantage of this program several times and have even had some customers call back to say how much they appreciated this unexpected act of kindness. It warms my heart to know that I’ve made a positive impact on someone’s day.

Eric: I’ve worked on building a system where agents can see and submit real-time feedback on their performance and work. Agents are able to see how they’re impacting the customer and what they can do to continue to deliver a fantastic customer experience. It was important to us that the voice of our agents were included in this, that they could take control of their job performance and bring topics to managers and leaders. It built a sense of transparency and ownership, and allowed agents to really influence their own careers.

What are some skills a great customer care associate needs?

Arlynne: Active listening is my superpower. I give my full attention and focus to the customer, listening to their needs without jumping to conclusions. As soon as I recap what they’ve said and make that connection, they know I’m really there to help them.

Eric: A unit manager supports customer care agents by coaching and developing their skills to be the best they can be. It’s about listening to your team, being vulnerable and understanding how we can provide the best outcomes for our customers.

How can building relationships make an impact as a customer care associate?

Eric: I innovate through connection and the amazing network I’ve built across Capital One. Through these connections, I’ve been able to learn more about different roles and departments to grow my own knowledge and understanding of how we all support our customers. This enables me to bring our team leads, and ultimately our agents, a broader perspective on how we can continue providing the best customer service.

Arlynne: By listening and asking clarifying questions, I’m able to find innovative solutions for our customers. Even if the solution isn’t immediately available, I’m able to collaborate with my team to find the answer. It’s very satisfying to know that I’ve made our customers’ day a little easier, and feel that sense of accomplishment and appreciation.