Lead Collections Specialist - Work From Home

Capital One • Columbus, OH

21h • Remote

About The Position

Lead Collections Specialist - Work From Home The Experience: Are you looking for a challenging role that includes the convenience of working virtually at home? We’re looking for people who’d like to turn this opportunity into a meaningful career. As a Capital One Customer Operations associate, you’re the heart of Capital One. To be eligible for this role, candidates must reside in one of the following states: Arizona Ohio Utah The best people listen and then say, “How can I help?” That’s what we do at Capital One. It’s how we take care of our customers. It’s how we’re changing banking for good, with compassion and real solutions. Money can be stressful; getting help shouldn’t be. Our Customer Care team is supported and empowered to be the best people to people. And we’ll have your back every step of the way. That’s life at Capital One. Here’s what we are looking for in you: At Capital One, it’s important that our associates have the necessary skills and know-how to succeed in their roles and best serve our customers. For that reason, we invest heavily in both formal and informal learning development opportunities. Through these training programs and your day-to-day work, you’ll find that successful associates at Capital One will: Demonstrate ability and willingness to learn, strong attention to detail, positive attitude and ability to be flexible and embrace change Demonstrate a strong customer focus rooted in empathy Communicate effectively with peers, management and customers Exercise good judgment and independent decision-making skills 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 Maintain sufficient reliable private internet connection, not supplied by use of cellular data (Not a hot spot)

Requirements

• High School Diploma, GED, or equivalent certification
• At least 3 years of Customer Service or Call Center experience
• At least 1 year of experience using Google Suite or Microsoft Office
• 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 Providers (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 www.google.com , type Speed Test and run from the Google landing page
• Hardwire ethernet connection is required
• 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.
• 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.

Nice To Haves

• At least 2 years of Collections experience
• At least 1 year of experience in the Financial Industry

Responsibilities

• Servicing delinquent credit card accounts through varying contact channels including outbound, inbound, and digital messaging
• Minimizing losses to the company by assessing each customer situation to provide relevant payment options while strengthening the relationship with our customers
• Utilizing professional and influential communications to keep the good will of customers while securing payments
• Using multi-tasking skills to handle back-to-back calls in a fast-paced call center environment
• Actively manage and escalate risk and customer impacting issues within the day-to-day role to management
• Reviewing past due accounts and calling customer to arrange an acceptable payment program for accounts from which sufficient funds cannot be collected
• Building rapport with the cardmembers and working with customers to secure repayment on delinquent accounts
• Ensuring compliance with company policies and procedures
• Handling difficult collection calls as determined by center management

Benefits

• 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.
• 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 Capital One Careers website .
• Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED