Our Associates are focused on providing a great Customer experience in moments such as making a payment or updating account information. A big shift from what is typically seen in Loss Mitigation departments with a heavy focus on collecting dollars, Associates in Loss Mitigation are focused first and foremost on helping Customers make their payments and stay in their cars. Associates in this area also help Customers get back on track if they fall behind on their payments.

We’re looking for passionate, motivated, and tech-savvy individuals for our Work at Home COAF Collections Coordinator role who are eager to help our customers. Our Associates handle inbound and outbound calls with existing auto loan customers. This role entails educating customers on account status, attempting to solve customer problems and/or attempting to secure a payment or make payment arrangements. The goal is to help our customers build and retain a strong credit standing and maintain a customer for life.

General Responsibilities:

• Manage inbound and outbound collection calls

• Perform account level research

• Overcome objections that customers have about making payments toward their account and help them to understand their account(s) and responsibilities

• Become familiar with and follow Company guidelines and procedures (CBTs, training, timecards, e-mail, training, etc)

• Attend team meetings

• Exhibit effective skip tracing techniques when applicable

• Update account information and complete appropriate documentation

• Maintain superior quality assurance results

Work at Home Technology Requirements

• A secure home office environment that is free from background noise and distractions

• A reliable private internet connection that is not supplied by cellular data (hot spot)

  • Cable or fiber connections are preferred

  • Internet service download speeds must be at least 5 mbps, with 10+ mbps preferred - check your download speed using a speed test. A sample one can be found here. To test your home internet from your personal computer at home, type www.speedtest.net into the web browser of your personal computer.

  • Sustained ability to maintain latency less than 250 ms in voice calls is required

• Hard wired connectivity is preferred, any use of wireless connectivity must be Private (non-public) and password protected through WPA2-PSK (AES) encryption. If you have any questions about your encryption, please consult with your internet provider

  • A private network is password protected where you have ownership or line of site to every device on the network

• 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 is delivered. Capital One reserves the right to modify internet service requirements with sixty (60) days notice.

This role is 100% work from home. We are unable to consider applicants who do not meet the required Capital One Work at Home compatible internet access or who live in the states of California, Hawaii, or US territories.

Department Hours of Operation:

Monday-Friday 7am-9pm CST

Saturday 7am-5pm CST

Sunday 12pm-9pm CST

Level: Coordinator

Basic Qualifications:

• High School Diploma, GED or equivalent certification

• At least 1 year of experience in Customer service

• At least 1 year of experience using Google Suite or Microsoft Office

Preferred Qualifications:

• At least 3 years of customer service experience

• At least 2 years of sales experience

The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.

Work From Home: $41,600 - $41,600 for COAF Collections Coordinator

Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate’s offer letter.

This role is also eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). Incentives could be discretionary or non discretionary depending on the plan.