EXPERIENCE

Coordinator

PRIMARY ADDRESS

Richmond, Virginia
Overview
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.

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

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.

• 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