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Bilingual Customer Service Experience Specialist

Company: Capital One
Location: Irving
Posted on: October 12, 2019

Job Description:

Plano 3 (31063), United States of America, Plano, TexasAt Capital One, we're building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We are succeeding because they are succeeding. - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -

Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams. Together, we are on a quest to change banking for good.Bilingual Customer Service Experience SpecialistWhen your friends are in a pickle, are you the one to save the day? Do you tend to have the magic wand that turns frowns upside down? Have you been told you have the it factor and brighten the room just by walking in it? When no one else can figure out a problem, are you the one who can solve it? Then we have just the opportunity for you in our Customer Advocacy Team!Imagine a day at a typical call center---now throw that image away. - Welcome to a fresh idea in banking. Here at Capital One, we're redefining how people bank. You see, we believe banking should fit our customers' everyday lives - not the other way around. When a customer contacts us, we don't want them to simply have an interaction, we want them to have an experience that makes them say WOW.Our Auto Finance Servicing team has been hard at work strategizing ways to better serve our nearly 3 million customers, and we need savvy problem-solvers in our Plano, TX - call center to deliver some world-class white glove service experiences! - -We're not just looking to fill open positions - we seek outgoing, passionate people who know what their strengths are and freely express their opinions. - How cool would it be to tell your friends that your job is to be a blast of sunshine and find solutions that create a happy and loyal customer?If we've caught your attention, read on!

  • Are you the one that people turn to when they need to solve a problem?
  • Are you quick on your feet to make a decision?
  • Do you consider yourself talkative?
  • Do you tend to have an opinion and don't mind sharing it?
  • Are you naturally curious and have a zest for learning?Seriously now, if you're nodding along and like what you're reading, let's talk.
    Responsibilities
    • Answer escalated calls and greet customers and agents with energy and enthusiasm in a call center environment -
    • Research complex issues involving various departments
    • When other agents are stumped, be the one to figure out which direction to take and own the issue
    • Thrive in a fast-paced, lively and dynamic work environment handling customers with advanced and escalated issues
    • Understand complex and multi-layered requests and situations and be flexible to assist where needed
    • Take an active role in educating customers and agents about solutions
    • Use a conversation based approach to uncover customer needs using open-ended questions - after all, scripts are for robots
    • Guide customers through the online enrollment process
    • Assist customers and agents with account questions in an energetic and spirited manner
    • Perform multiple tasks / navigate multiple systems simultaneously to service the customer's account or troubleshoot their questions and issues -
    • Build trust and confidence with our customers that we are there to help serve their needs and reach their financial goals
    • Strive for first call resolution, and take true ownership of customer needs and issues
    • Own your personal development to achieve job proficiency, meet performance goals and independently keep your own technical know-how up to date
    • Other Duties assigned by manager -Basic Qualifications:--- Bilingual in english and spanish---2 years of customer service experience in a call center environment--- High School Diploma, GED or Equivalent CertificationPrefered Qualifications:--- 1 year experience customer service in Financial Services or Banking--- Proficient with MS Office products--- 3 years post-high school education or Associate Degree or Bachelor's Degree--- 2 years experience in a call center environment, preferably in Financial Services or BankingAt this time, Capital One will not sponsor a new applicant for employment authorization for this position.

Keywords: Capital One, Irving , Bilingual Customer Service Experience Specialist, Hospitality & Tourism , Irving, Texas

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