Sr. Advocacy Coordinator (Work from Home)

Davita Inc.; Richmond (VA); Remote; USD 49,000 - 57,000; Full time

Job summary

Join a leading company as a Sr. Advocacy Coordinator, where you'll lead customer service teams and resolve customer complaints. This remote role requires strong leadership skills, empathy, and effective communication. Ideal candidates have a high school diploma and significant experience in customer service.

Benefits

Medical, Dental, Vision coverage Day 1

Flexible Scheduling

Paid Time Off

Tuition Reimbursement

401 K and Stock Purchase Plan

Flexible Spending Account

Life and Disability Insurance

Qualifications

• At least 3 years in Customer Service or Call Center experience.
• 1 year experience with Google Suite or Microsoft Office.
• Knowledge in Auto Finance is preferred.

Responsibilities

• Research and resolve customer/regulator complaints.
• Train, motivate, and coach customer service teams.
• Assist with escalated calls for customer inquiries.

Skills

Leadership

Problem Solving

Empathy

Written Communication

Verbal Communication

Education

High School Diploma or GED

Bachelor's Degree (preferred)

Tools

Google Suite

Microsoft Office

Job description

Sr. Advocacy Coordinator (Work from Home)

life insurance, flexible benefit account, paid time off, tuition reimbursement, remote work

United States, Virginia, Richmond

May 30, 2025

Sr. Advocacy Coordinator (Work from Home)

Does an opportunity to motivate and coach, and lead a team to success intrigue you? Can you demonstrate leadership skills, strong decision making, and problem solving? Above all else, empathy for the customer and a focus on doing the right thing are essential, and strong written and verbal eloquence are also crucial. We are looking for bright, motivated leaders who want to Redefine White Glove Service to our customers, both internal and external.

The Resolution Specialist is a Champion of Resolve, and finds solutions for customers on complaints, interfaces with designated business area contacts to research customer complaints and/or system breakdowns, performs cursory assessment of the nature of the customer complaint, works with business contacts to mitigate complaints and supports front line associates to answer questions and deliver great customer service. A Resolution Specialist may also communicate via email or chat within a designated turnaround time.

Responsibilities:

• Researches and resolves customer/regulator complaints

• Identifies and provides feedback on identified trends

• Flags potential regulatory compliance violations or potential risk events

• Creates customer responses for complaints

• Answer questions on policies, procedures, compliance, and systems

• Handle escalated calls when a customer requests to speak to a supervisor

• Train, motivate, and coach customer service teams

• Detailed understanding of auto finance approval requirements

Job Level: Sr. Coordinator

Location: Work from Home

Schedule: Monday - Friday 9am - 6pm CST

Training Schedule: Monday - Friday 8am - 5pm CST (1 month)

Work from Home Technology Requirements

• Secure home office environment that is free from background noise and distractions

• Reliable private internet connection that is not supplied via cellular data or hotspot is required

  • A private network that is password protected where you have ownership or line of site sight to every device on the network

  • Internet service must be provided by Cable or Fiber Internet Service Providers (ISP)

  • Hotspots and satellite services are prohibited and do not meet performance criteria required for optimal agent/customer interactions

  • ISP download speeds on VPN must be at least 5Mbps, with 10+ Mbps preferred

  • To validate ISP speeds from a Chrome browser, go to www.google.com, type Speed Test and run from the Google landing page

• Both Hardwire and WiFi internet connections are acceptable as long as speed and security requirements are met

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. Internet Service Provider specs can change by provider and location within the US. If you are experiencing consistent issues with internet stability Capital One reserves the right to ask the agent to upgrade internet service to ensure a good customer experience.

Work from Home Location Requirements

This role is 100% work from home. We are unable to consider applicants who do not meet the required Capital One Work at Home compatible internet access or who live in the states of California, Hawaii, or US territories. Work from home U.S. based associates are not permitted to work internationally, outside of the continental United States (i.e. Hawaii or U.S. Territories), or California.

Basic Qualifications:

• 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

Preferred Qualifications:

• Bachelor's Degree or military experience

• At least 4 years of Customer Service or Call Center experience

• At least 1 year of escalations experience

• At least 1 year of experience working in Auto Finance

More Benefits, More Health, More Wealth, and More Life

Capital One believes in encouraging you to fill up your cup and come back fresh. Combine that with above and beyond benefits and you might be onto something.

• 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

" At Capital One, we strive to attract the best people to give them the opportunity to be great ."

- Rich D. Fairbank, Chairman, Founder and CEO

We believe in the Power of one

Work & Culture at Capital One

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

The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.

Remote (Regardless of Location): $49,800 - $56,900 for Sr. Advocacy Coordinator (Corp)Richmond, VA: $49,800 - $56,900 for Sr. Advocacy Coordinator (Corp)

Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate's offer letter.

Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the Capital One Careers website . Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.

This role is expected to accept applications for a minimum of 5 business days.No agencies please. Capital One is an equal opportunity employer (EOE, including disability/vet) committed to non-discrimination in compliance with applicable federal, state, and local laws. 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 [e-mail] . 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 [e-mail]

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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).