Sr. Advocacy Coordinator - Work from Home Job Description: Are you a purpose-driven leader ready to make a tangible impact? We are seeking a Senior Advocacy Coordinator who pairs decisive judgment with a passion for collaborative problem-solving. In this dynamic, high-volume role, you will handle complex escalations with precision, championing teamwork across the organization to deliver exceptional outcomes. If you are ready to apply your skills to transform challenging situations and truly advocate for our customers, join us in redefining what service excellence looks like. The Customer Advocacy Team (CAT) is a phone-based unit dedicated to delivering high-quality service by resolving intricate technical problems and customer grievances by overseeing technical inquiries and escalated situations. This high-energy role involves researching system breakdowns, collaborating with business partners to mitigate issues, and de-escalating difficult customer situations while maintaining ownership until resolution. The position serves as an advocate for both internal and external customers, supporting front-line associates and ensuring a "White Glove Service" experience across the Capital One network. Responsibilities: - 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 Job Level: Sr. Coordinator Location: Work from Home Schedule: Monday - Friday 8:00am - 5:00pm CST 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: - 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 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 - Associates must maintain a minimum of 100 Mbps download / 10 Mbps upload speed from their internet provider - 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. 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) Plano, TX: $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 RecruitingAccommodation@capitalone.com . 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 Careers@capitalone.com 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).

• Provide physician oversight for hospice patients via telephone and telemedicine • Manage complex symptoms and adjust medications to maximize comfort and quality of life • Respond to admission and clinical consultation calls from nurses and admission staff • Certify hospice eligibility in accordance with Medicare guidelines • Collaborate closely with hospice nurses, nurse practitioners, social workers, chaplains, and other interdisciplinary team members • Provide after-hours physician coverage during assigned call rotations

Role Description The Evaluation Specialist (Multi-Country) provides strategic leadership and management of a multi-country evaluation portfolio covering The Gambia, Ghana, Liberia, and Sierra Leone. The incumbent is responsible for overseeing the planning, implementation, quality assurance, utilization, and dissemination of evaluations and other evaluative activities; strengthening national evaluation systems and capacities; and promoting evidence-informed decision-making in accordance with UNICEF Evaluation Policy and UNEG Norms and Standards. During the maternity leave period, a stretch assignment is required to ensure continuity in the management and oversight of the portfolio, including support to evaluation processes, evidence use, organizational learning, and regional evaluation priorities. Key Responsibilities - Multi-Country Evaluation Portfolio Leadership and Management - Provide strategic leadership and oversight for the evaluation portfolio covering The Gambia, Ghana, Liberia, and Sierra Leone. - Serve as the principal evaluation focal point for assigned Country Offices. - Monitor progress across the portfolio, identify risks and bottlenecks, and propose mitigation measures. - Represent the evaluation function in relevant internal and external forums. - Evaluation Management, Quality Assurance and Ethics - Lead and oversee the planning, management, and quality assurance of thematic evaluations. - Review and provide quality assurance feedback on evaluation deliverables. - Provide technical guidance to Evaluation Reference Groups and evaluation teams. - Ensure compliance with UNICEF Evaluation Policy and ethical requirements. - Evaluation Planning, Monitoring and Reporting - Support Country Offices in the development and monitoring of Costed Evaluation Plans. - Provide strategic advice on evaluation priorities and evidence gaps. - Monitor implementation of evaluation activities and ensure accurate reporting. - Contribute to evaluation-related reporting requirements. - Evaluation Use, Organizational Learning and Evidence-Informed Decision-Making - Promote the dissemination and utilization of evaluation findings. - Support the preparation and follow-up of management responses. - Facilitate learning events and strategic discussions. - Document and promote examples of evaluation influence and evidence use. - National Evaluation Capacity Development and Partnerships - Provide strategic support to national evaluation capacity development initiatives. - Contribute to strengthening national evaluation systems and policies. - Foster and maintain strategic partnerships with stakeholders. - Regional and Cross-Country Support - Contribute to regional evaluation priorities and knowledge management initiatives. - Support cross-country learning and collaboration among Country Offices. - Undertake duty travel and field missions as required. Expected Deliverables - Effective management and oversight of the multi-country evaluation portfolio. - Quality assurance reviews completed for assigned evaluation deliverables. - Costed Evaluation Plans and evaluation performance indicators monitored and updated. - Evaluation findings and recommendations disseminated and utilized. - Continued support provided to national evaluation capacity development initiatives. - Contributions made to regional evaluation priorities and cross-country learning initiatives. - Comprehensive handover note prepared at the end of the assignment. Qualifications - Advanced university degree in evaluation, social sciences, economics, public policy, or related field. - Minimum of 8 years of progressively responsible professional experience in evaluation and related fields. - Demonstrated experience managing complex evaluations. - Strong knowledge of UNICEF Evaluation Policy and ethical principles for evaluation. - Proven experience in evaluation design and management. - Experience in qualitative, quantitative, and mixed-method evaluation methodologies. - Demonstrated ability to synthesize complex information and translate findings into recommendations. - Excellent analytical, conceptual, and problem-solving skills. - Excellent report writing and communication skills in English. - Experience facilitating consultations and stakeholder engagement processes. - Experience supporting national evaluation capacity development initiatives is highly desirable. - Familiarity with UNICEF systems and processes is an asset. - Previous experience working in West and Central Africa is desirable. - Fluency in English is required; knowledge of French is an asset. Competencies - Demonstrates self-awareness and ethical awareness. - Works collaboratively with others and fosters effective teamwork. - Builds and maintains strategic partnerships. - Communicates effectively with diverse audiences. - Thinks and acts strategically. - Drives for results and quality. - Manages ambiguity and complexity. - Demonstrates initiative, sound judgement, and accountability. Functional Competencies - Strong analytical and critical thinking skills. - Excellent written and verbal communication skills. - Strong planning, coordination, and organizational skills. - Ability to manage multiple priorities across a multi-country portfolio. - Ability to provide technical leadership and guidance to evaluation teams. - Strong stakeholder engagement and influencing skills. - Ability to synthesize evidence and communicate complex findings clearly. - Ability to work independently while maintaining strong collaboration.

• Manage the day-to-day operations of an assigned portfolio of UK residential, commercial, and serviced accommodation properties. • Build and maintain strong relationships with tenants, landlords, contractors, suppliers, and other stakeholders, ensuring a high standard of customer service. • Coordinate tenancy administration, including move-ins, move-outs, renewals, inspections, deposit administration, and tenancy-related documentation. • Oversee property repairs, planned maintenance, contractor coordination, and issue resolution to ensure properties remain safe, compliant, and well maintained. • Monitor statutory property compliance, ensuring certifications, inspections, and legal requirements are completed on time. • Manage utilities, council tax, property records, and other administrative requirements across the portfolio. • Coordinate the day-to-day operations of serviced accommodation, including bookings, guest communications, payments, housekeeping, maintenance, and property readiness. • Maintain accurate records, update property management systems, and prepare operational reports to support business decisions. • Work collaboratively with internal departments to support property launches, project handovers, and continuous operational improvements. • Utilise Google Workspace, property management software, and AI-powered tools to improve productivity, communication, and operational efficiency. • Undertake a mandatory six (6) month UK secondment, subject to business requirements, to support on-the-ground property operations, serviced accommodation, tenant engagement, property inspections, viewings, staging, and other operational activities. • Commit to a consistent UK mid-shift schedule (3PM - 12MN PHT) to ensure optimal crossover and real-time communication with UK-based stakeholders and partners.