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Customer Resiliency Coordinator

Employer
Capital One
Location
Glen Allen, Virginia
Closing date
Aug 5, 2021

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Job Details

Knolls 4 (12021), United States of America, Glen Allen, Virginia

Customer Resiliency Coordinator

Work at Home Technology Requirements:
  • A secure home office environment that is free from background noise and distractions
  • A reliable private internet connection that is not supplied by use cellular data (hot spot)
    • Cable or fiber connections are preferred
    • Internet service download speeds must be at least 5 mbps, with 10+ mbps preferred - check your download speed using a speed test. A sample one can be found here . To test your home internet from your personal computer at home, type www.speedtest.net into the web browser of your personal computer.
    • Sustained ability to maintain latency less than 250 ms in voice calls is required
  • Hard wired connectivity is preferred, any use of wireless connectivity must be Private (non-public) and password protected through WPA2-PSK (AES) encryption. If you have any questions about your encryption, please consult with your internet provider
    • A private network is password protected where you have ownership or line of site to every device on the network
  • 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.


Candidates must live within 100 miles driving distance of our HUB location based in Glen Allen, Virginia to be considered, as there may be some events they are required to come to the office for, such as training.

A role at a Capital One contact center offers a unique employment opportunity. You'll work for a Fortune 100 company that still operates and innovates with the vigor of a start-up. You'll develop transferable work skills in a job that helps customers when they need it the most. You'll enjoy a generous benefits package at a company where you're valued by leadership and your peers. If this sounds appealing, then apply to join our Capital One family!

The Role:

The Customer Resiliency Coordinator handles inbound or outbound calls with Consumer & Small Business customers who are delinquent on their account. Associates must place a high emphasis on customer experience and satisfaction. Associates should educate customers on account status, attempting to solve customer problems and/or attempting to secure payment or make payment arrangements. The goal is to build a positive relationship with the customer while also helping to build and retain a strong credit standing from the onset of the loan.

Responsibilities :
  • Ability to maintain excellent quality scores
  • 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
  • Actively participate in the daily management standard Visual Management


Basic Qualifications:
  • High School Diploma, GED or Equivalent Certification
  • At least 1 year of experience in Customer service, Collections, or Recovery
  • At least 9 months of call center experience


Preferred Qualifications:
  • At least 3 years of experience in Customer Service, Collections, or Recovery
  • At least 2 years of call center experience


At this time, Capital One will not sponsor a new applicant for employment authorization for this position.

Company

We Don’t Only Think Big Things—At Capital One, We Do Big Things.

You’re dedicated to your career. You deserve professional satisfaction and personal fulfillment. You belong at Capital One.

Here, every day brings another chance to do impactful work that matters: helping millions of customers confidently manage their money, building stronger communities and delivering truly disruptive tech. You’ll give your all alongside some of the brightest, most resilient people in the industry—and in return, you’ll enjoy the growth opportunities, support, flexibility and benefits you need for an exhilarating life both on and off the job.

Be inspired. Be yourself. That’s #LifeAtCapitalOne.

Creating a Culture of Belonging

At Capital One, we value diversity, inclusion and belonging at our core. We’re building a place of belonging—where everyone can feel seen, heard, valued and free to be their authentic selves. We want to be a place of opportunity—where associates from all backgrounds innovate for our customers and communities, and build meaningful, fulfilling careers.

We endeavor to be a welcoming and inspiring place for all. We seek and embrace diversity. And we’re committed to having a diverse and inclusive workforce, focused on increasing the representation of underrepresented groups, strengthening our culture of inclusion and belonging and harnessing our scale to invest in our communities.

We’re focused on three core principles to advance diversity, inclusion and belonging across Capital One:

Create a culture of belonging where everyone can thrive and innovate

Attract and develop talent from all backgrounds and experiences

Ensure our systems and programs promote fairness and equity

Get a career with more at Capital One.  Discover it for yourself today.

Capital One is an equal opportunity employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex, race, color, age, national origin, religion, sexual orientation, gender identity, protected veteran status, disability or other protected status.

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