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

Capital One•Chesapeake, VA

7d•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 requires candidates to live within a 100-mile radius of specific zip codes (excluding California) and be able to report in person with 24 hours' notice when required. Capital One aims to change banking for good by providing compassionate and real solutions, with a Customer Care team supported and empowered to offer exceptional service. The company invests in learning and development to ensure associates have the skills to succeed, emphasizing attention to detail, a positive attitude, flexibility, customer focus, empathy, effective communication, good judgment, problem-solving, listening, de-escalation techniques, proactivity, time management, organization, and dependability. Senior Customer Service Coordinators are responsible for providing excellent customer service by listening to customer needs, problem-solving, and delivering a "wow" experience to build loyalty. They will advocate for customers, resolve issues in compliance with regulations, handle complaints and escalated situations, and utilize de-escalation techniques. The role involves investigating customer concerns, contributing to process improvements, and reporting on trending customer issues. Senior Coordinators may also support other customer service advocates by guiding them through customer issues and providing in-the-moment feedback. Successful candidates must 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 and do not meet performance criteria required for optimal agent/customer interactions
Associates must maintain a minimum of 100 Mbps download / 10 Mbps upload speed from their internet provider
Both Hardwire and WiFi internet connections are acceptable as long as speed and security requirements are met
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 be able to report in person, when required, with at least than 24 hours notice.
Cannot live or work in California.

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.
Listen and understand the customer’s needs.
Problem solve and deliver a “wow” customer experience.
Advocate for customers.
Problem solve and own issue resolution in alignment with compliance and regulatory requirements.
Handle complaints and/or escalated situations.
Utilize de-escalation techniques.
Investigate customer concerns.
Help create and implement process improvements.
Report trending customer issues.
Support other customer service advocates who reach out for help with a customer issue or complaint.
Guide other associates to the right path to solve customer concerns.
Provide in-the-moment feedback to ensure the associate is connected to the right resources.