Work From Home Auto Finance Customer Service Coordinator

Work From Home Auto Finance Customer Service Coordinator

Our Auto Finance Servicing team has been hard at work strategizing ways to better serve our nearly 3 million customers, and we need savvy problem-solvers in our call center to deliver some world-class red carpet experiences. 

We’re not just looking to fill open positions – we seek outgoing, passionate people who want to start a long career.  with a knack for making someone’s day.  How cool would it be to tell your friends that your job is to be a ray of sunshine and find solutions that create a happy and loyal customer?

Location: Work From Home

Schedule: Monday - Friday 8 am - 5 pm CST

Training: 2 - 4 weeks, Monday - Friday 8 am - 5 pm 

General Responsibilities:

• Place outbound calls to potential customers looking to refinance their auto loans

• Take an active role in educating customers about our products and services

• Answer inbound calls and greet customers with energy and enthusiasm

• Thrive in a fast-paced, lively and dynamic work environment

• Use a conversation based approach to uncover customer needs using open-ended questions – after all, scripts are for robots

• Guide customers through the online enrollment process

• Assist customers with account questions in an energetic and spirited manner

• Perform multiple tasks / navigate multiple systems simultaneously to service the customer’s application or troubleshoot their questions and issues

• Build trust and confidence with our customers that we are there to help serve their needs and reach their financial goals

• Strive for first call resolution, and take true ownership of customer needs and issues

• Own your personal development to achieve job proficiency, meet performance goals and independently keep your own technical know-how up to date

• Build strong working relationships with experience partners to effectively problem solve 

• Have strong positive influence on peers

• Communicate in a professional manner in all settings

Basic Qualifications:

• High School Diploma, GED, or equivalent certification

• At least 2 years Customer Service or Call Center Experience

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

Preferred Qualifications:

• At least 1 year of auto finance experience 

• At least 3 years of Customer Service or Call Center experience

• At least 6 months of experience in the Financial Industry

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. W