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

Position: Work from Home - Bilingual (Spanish) Senior Customer Service Coordinator - Collections
* 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
* At least 1 year of Collections experience
* 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 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 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.

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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