Description:
• 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
Requirements:
• 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 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.
Benefits:
• Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being.
