Work From Home - Senior Customer Service Coordinator - Collections - Remote Eligible

Senior Customer Service Coordinator - Collections

Work from home opportunity available for a Senior Customer Service Coordinator at Capital One. This role is ideal for those who want to work virtually at home while providing exceptional customer service. Candidates must live within 100 miles radius of one of the following zip codes (excluding CA): 23060 (Richmond, VA), 23320 (Chesapeake, VA), 33634 (Tampa, FL), 89144 (Las Vegas, NV), 75024 (Plano, TX), 19801 (Wilmington, DE), 68521 (Lincoln, NE), or 56301 (St. Cloud, MN) and report in person when required with at least 24 hours notice.

Capital One is committed to providing exceptional customer care and empowering its associates to succeed. The company invests heavily in both formal and informal learning and development opportunities. 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

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.

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 experience in the Financial Industry

• At least 1 year of Collections experience

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 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:

• Candidates must live within 100 mile radius of 23060 (Richmond, VA), 23320 (Chesapeake, VA), 33634 (Tampa, FL), 89144 (Las Vegas, NV), 75024 (Plano, TX), 19801 (Wilmington, DE), 68521 (Lincoln, NE), or 56301 (St Cloud, MN) and report in person, when required, with at least than 24 hours notice.

• We are unable to consider applicants who do not meet the required Capital One work from home compatible internet access, who live or work outside of the 100 mile radius of the aforementioned locations, or who live or work in 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.

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.

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

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.

Plano, TX: $49,774 - $49,774 for Sr. Risk Coordinator

Chesapeake, VA: $49,774 - $49,774 for Sr. Risk Coordinator

Tampa, FL: $49,774 - $49,774 for Sr. Risk Coordinator

Lincoln, NE: $49,774 - $49,774 for Sr. Risk Coordinator

Las Vegas, NV: $49,774 - $49,774 for Sr. Risk Coordinator

Wilmington, DE: $49,774 - $49,774 for Sr. Risk Coordinator

Richmond, VA: $49,774 - $49,774 for Sr. Risk Coordinator

St Cloud, MN: $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.

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