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

Capital One•Richmond, VA

5d•Remote

About The Position

This is a Work from Home - Bilingual (Spanish) Senior Customer Service Coordinator role within Capital One's Customer Operations team. The role involves providing excellent customer service, problem-solving, and owning issue resolution in alignment with compliance and regulatory requirements. It also includes handling complaints and escalated situations, investigating customer concerns, creating process improvements, and reporting on trending customer issues. The role may also involve supporting other customer service advocates by guiding them to the right solutions and providing in-the-moment feedback. Candidates must be fluent in Spanish and English and will need to complete a Language Assessment.

Requirements

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
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 site 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
Associates must maintain a minimum of 100 Mbps download / 10 Mbps upload speed from their internet provider
Candidates must live within 100 mile radius of 23060 (Richmond, VA), 23320 (Chesapeake, VA), 33634 (Tampa, FL), 89144 (Las Vegas, NV), 19801 (Wilmington, DE), 85029 (Phoenix, AZ), 84120 (Lake Park, UT), or 43213 (Whitehall, OH)
Must report in person, when required, with at least 24 hours notice.

Nice To Haves

At least 4 years of customer service or call center experience
At least 1 year experience working in the financial industry
At least 2 years experience with escalations

Responsibilities

Provide the best of the best customer service by listening and understanding customer needs.
Problem-solve and deliver a "wow" customer experience to deepen relationships and loyalty.
Advocate for customers, problem-solve, and own issue resolution in alignment with compliance and regulatory requirements.
Handle complaints and/or escalated situations, utilizing de-escalation techniques.
Investigate customer concerns.
Help create and implement process improvements.
Report trending customer issues.
Support other customer service advocates by guiding them to the right path to solve customer concerns.
Provide in-the-moment feedback to associates to ensure they are connected to the right resources.