Bilingual (Spanish) Senior Customer Coordinator (Work from Home)

Bilingual (Spanish) Senior Customer Coordinator (Work from Home)

Associates will handle inbound or outbound calls with our consumer deposit accounts who are delinquent or charged off and service them in both English and Spanish. Associates must place a high emphasis on customer experience and satisfaction.  Associates should educate customers on account status, attempting to solve customer problems and/or attempting to secure a payment or make payment arrangements. The goal is to help our customers through recovery efforts and maintain a customer for life.

Responsibilities:

• Manage inbound and outbound collection and recovery calls

• Service customers in English and Spanish

• Perform account level research

• Overcome objections that customers have about making payments toward their account and help them to understand their account(s) and responsibilities

• Become familiar with and follow Company guidelines and procedures (computer based training, class-room training, timecards, e-mail, training, etc)

• Attend team meetings

• Update account information and complete appropriate documentation to ensure accurate reporting on accounts 

• Consistently meet or exceed the required business metrics on a month to month basis and adhere to regulatory requirements

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

Basic Qualifications:

• High School Diploma, GED, or equivalent certification

• At least 3 years Customer Service or Call Center experience

• At least 1 year of experience using Google Suite or Microsoft Office

• Fluent in Spanish and English

Preferred Qualifications:

• At least 4 years 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 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. 

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