Work from Home - Bilingual; Spanish Senior Customer Service Coordinator - Collections

Work from Home - Bilingual (Spanish) Senior Customer Service Coordinator - Collections

Are you looking for a challenging role that includes the convenience of working virtually at home? To be eligible, you must live within 100 miles of one of the following zip code locations (excluding California) and be able to report in person, when required, with at least 24 hours’ notice.

• 23060 (Richmond, VA)
• 23320 (Chesapeake, VA)
• 33634 (Tampa, FL)
• 89144 (Las Vegas, NV)
• 75024 (Plano, TX)
• 19801 (Wilmington, DE)
• 68521 (Lincoln, NE)
• 56301 (St. Cloud, MN)

The best people listen and then say, “How can I help?” That’s what we do at Capital One. Our Customer Care team is supported and empowered to be the best people, to people. . That’s life at Capital One.

• Demonstrate the ability and willingness to learn
• Possess a strong attention to detail, a positive attitude and be flexible and embrace change
• Demonstrate a strong customer focus rooted in empathy
• Communicate effectively with peers, management and customers, using appropriate methods of communication for the role
• Exercise good judgment and independent decision‑making skills
• 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
• Responsible for inbound and outbound collections calls

• Advocate for customers, problem‑solve and own issue resolution in alignment with compliance and regulatory requirements; handle complaints and escalated situations with complex de‑escalation techniques
• Investigate customer concerns, help create and implement process improvements, and report trending customer issues
• Support other customer service advocates, guiding them to the right path for solving customer concerns and providing in‑the‑moment feedback to ensure the associate is connected to the right resources
• Operate in an inbound/outbound blended call‑center environment

Successful candidates will need to complete a Language Assessment.

• High school diploma, GED or equivalent certification
• At least 3 years of customer service or call‑center experience
• At least 1 year of Google Suite or Microsoft Office experience
• Fluent in Spanish and English

• At least 4 years of customer service or call‑center experience
• At least 1 year experience working in the financial industry
• At least 1 year of Collections experience

At Capital One, you join a complete benefits program. Our unique benefits and enrollment programs are designed to help you be your happiest, healthiest self. It’s backed by our belief that great work doesn’t mean sacrificing your well being. It’s part of our mission to set the standard for personal flexibility, so you can grow here and at home.

• A 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
• 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 ISP
• Hotspots and satellite services are prohibited and do not meet performance criteria required for optimal agent/customer interactions
• ISP speed on VPN must be at least 100 Mbps download and 10 Mbps upload
• To validate ISP speeds from a Chrome browser, go to , type Speed Test and run from the Google landing page
• Both Hardwire and Wi‑Fi 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 are delivered. Capital One reserves the right to modify internet service requirements with sixty (60) days notice. If you are experiencing consistent issues with internet stability, Capital One reserves the right to…