Work From Home COAF Collections Coordinator

Work From Home COAF Collections Coordinator

The Capital One Financial Services teams are redefining boundaries across the entire ecosystem of car-buying, including finding, financing and buying a car. This is one of the largest, most critical purchasing decisions a Customer will ever make. FS Associates are organized around Customer Experiences in cross-functional, fully-stacked teams where Associates in a variety of roles work together around a single vision and purpose. This structure keeps the Customer in the center and empowers teams to create truly amazing experiences. 

Our Associates are focused on providing a great Customer experience in moments such as making a payment or updating account information. A big shift from what is typically seen in Loss Mitigation departments with a heavy focus on collecting dollars, Associates in Loss Mitigation are focused first and foremost on helping Customers make their payments and stay in their cars. Associates in this area also help Customers get back on track if they fall behind on their payments.

We’re looking for passionate, motivated, and tech-savvy individuals for our Work at Home COAF Collections Coordinator role who are eager to help our customers. Our Associates handle inbound and outbound calls with existing customers. This role entails educating 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 build and retain a strong credit standing and maintain a customer for life.

 

General Responsibilities:

• Manage inbound and outbound collection calls

• 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 (CBTs, training, timecards, e-mail, training, etc)

• Attend team meetings

• Exhibit effective skip tracing techniques when applicable

• Update account information and complete appropriate documentation

• Maintain superior quality assurance results 

Department Hours of Operation:

Monday-Friday 7am-9pm CST

Saturday 7am-5pm CST

Sunday 12pm-9pm  CST
 

Basic Qualifications:

• High School Diploma, GED, or equivalent certification

• At least 2 years of customer service or call center experience

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

 

Preferred Qualifications

• At least 3 years of customer service or call center experience

• At least 2 years of sales or collections experience

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 Schedule Options

• 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

• 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

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

  • To validate ISP speeds from a Ch