Job Description

Locations: US Remote, United States of America

Work from Home Bilingual (Spanish) Senior Customer Service Coordinator - Collections

More than just a bank, more than just a career

The best people listen and then say, “How can I help?”  That’s what we do at Capital One. It’s how we take care of our customers.  It’s how we’re changing banking for good—with compassion and real solutions.  Money can be stressful; getting help shouldn’t be. Our Customer Care team is supported and empowered to be the best people, to people. .  That’s life at Capital One.

Your voice is our voice. We’ll champion you.

It’s important for our associates to have the necessary skills and know-how to succeed in their roles and provide exceptional servicing experiences to our customers. We invest heavily in both formal and informal learning and development opportunities. Through our formal training programs and on-the-job work experience, successful associates at Capital One will:

• Demonstrate the ability and willingness to learn 

• Possess a strong attention to detail, a positive attitude and have the ability to be flexible and embrace change

• Demonstrate a strong customer focus that is rooted in empathy

• Communicate effectively with peers, management and customers, using appropriate methods of communication for role

• Exercise good judgment and independent decision-making skills

• Ability to problem solve individual issues, guide co-workers in problem solving and solutions when needed, and identify trends in customer needs

• Demonstrate exceptional listening, questioning, call control and de-escalation techniques

• Be proactive, have effective time management and organizational skills

• Display dependability with a solid attendance record

Learn about the role

Senior Customer Service Coordinators at Capital One are tasked with providing the best of the best customer service.  This is your opportunity to shine through your ability to listen and understand the customer’s needs, problem solve and deliver a “wow” customer experience to deepen relationships and loyalty to our brand. Your experience and skills could support the customer experience in a variety of ways, depending on your role.

• You’ll advocate for our customers, problem solve and own issue resolution in alignment with compliance and regulatory requirements. Handling complaints and/or escalated situations is very important, and de-escalation may be a complex part of your role supporting our customers—we’ll ensure you’re supported with the tools, resources and experience to ensure you’re up for the challenge!

• You will investigate customer concerns, help create and implement process improvements and report trending customer issues.  

• You may support other customer service advocates, who will reach out for help with a customer issue or complaint. You’ll guide other associates to the right path to solve customer concerns and provide in-the-moment feedback to ensure the associate is connected to the right resources.

**Successful candidates will need to complete a Language Assessment**

Basic Qualifications

• High school diploma, GED or equivalent certification

• At least 2 years customer service experience

• Fluent in Spanish and English

Preferred Qualifications

• At least 1 year of experience working in the financial or credit card industry

• At least 1 year of experience working in a call center

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 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. 

Your wellbeing is our priority

Our benefits and total compensation package is designed for the whole person. Caring for both you and your family. Learn More .

• Healthy body, healthy mind — Day 1 coverage for Medical, Dental, Vision and Prescriptions, plus Flexible Spending Accounts, Life and Disability Insurance, and mental wellness support.

• Save money, make money — Secure your present and plan for your future with a 401K and Stock Purchase Plan.

• Time, family and advice — Flexible schedule options, paid time off, paid training and development, tuition reimbursement and even backup childcare

We’re united as one

Together, we’re on a journey to create a more equitable future for all. We believe that filling the room with unique perspectives and experiences is valuable for everyone. Learn more.

Our next chapter? It’s yours to write.

Individually and collectively, we impact millions of people and shape the future of banking. The diverse backgrounds, voices and experiences of our associates rally around a shared sense of purpose–to make banking better for every customer. Learn about our values, work and culture .

“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

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.

Work From Home:

$49,774 - $49,774 for Sr. Risk Coordinator

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.

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

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 committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex (including pregnancy, childbirth or related medical conditions), race, color, age, national origin, religion, disability, genetic information, marital status, sexual orientation, gender identity, gender reassignment, citizenship, immigration status, protected veteran status, or any other basis prohibited under applicable federal, state or local law. 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).

Job Tags

Full time, Part time, Work experience placement, Local area, Remote job, Work from home, Home office, Flexible hours,

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