Work from Home - Bilingual; Spanish Senior Customer Service Coordinator - Partnership Servicing

Position: Work from Home - Bilingual (Spanish) Senior Customer Service Coordinator - Partnership Servicing
* Demonstrate the ability and willingness to learn
* Possess a strong attention to detail, a positive attitude and have the ability to be flexible and embrace change
* Demonstrate a strong customer focus that is rooted in empathy
* Communicate effectively with peers, management and customers, using appropriate methods of communication for role
* Exercise good judgment and independent decision-making skills
* Ability to 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
* You’ll advocate for our customers, problem solve and own issue resolution in alignment with compliance and regulatory requirements. Handling complaints and/or escalated situations is very important, and de-escalation may be a complex part of your role supporting our customers—we’ll ensure you’re supported with the tools, resources and experience to ensure you’re up for the challenge!
* You will investigate customer concerns, help create and implement process improvements and report trending customer issues.
* You may support other customer service advocates, who will reach out for help with a customer issue or complaint. You’ll guide other associates to the right path to solve customer concerns and provide in-the-moment feedback to ensure the associate is connected to the right resources.
* 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
* A secure home office environment that is free from background noise and distractions
* A reliable private internet connection that is not supplied via cellular data or hotspot   + 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 Provides (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 5

Mbps, with 10+ Mbps preferred  + To validate ISP speeds from a Chrome browser, go to , 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
* **** Do not maintain network-compatible internet access****
* **** Live or work beyond the 100 mile radius of their dedicated location, or****
* **** Live or work in the state of California.
***** Healthy body, healthy mind — Day 1 coverage for Medical, Dental, Vision and Prescriptions, plus Flexible Spending Accounts, Life and Disability Insurance, and mental wellness support.
* Save money, make money — Secure your present and plan for your future with a 401K and Stock Purchase Plan.
* Time, family and advice — Flexible schedule options, paid time off, paid training and development, tuition reimbursement and even backup childcare

Individually and collectively, we impact millions of people and shape the future of banking. The diverse backgrounds, voices and experiences of our associates rally around a shared sense of purpose–to make banking better for every customer. Learn about our .Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the .

Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.
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