Capital One Bankruptcy Retain and Pay, Sr. Coordinator in Plano, Texas

Plano 5 (31065), United States of America, Plano, Texas

At 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.

Bankruptcy Retain and Pay, Sr. Coordinator

The Bankruptcy Retain and Pay Team handles interactions with customers after their bankruptcy cases have been discharged (primarily). On occasion the team will interact with customers in active bankruptcies but those interactions are limited due to supporting requests from our third-party vendor (American Infosource /Ascension Capital Group). They interact with customers daily and provide positive resolutions based on customer requests. This role primarily interacts with customers directly in a call center environment and has little to no interactions with the Trustees or attorneys.

Hours: M-Th (08:00 am-5:00 pm) F (08:00 am-4:00 pm)

Specific Responsibilities:

  • Make outbound calls on bankruptcy account.

  • Exhibit effective skip-tracing techniques when applicable

  • Manage risk to the business by maintaining superior quality assurance results and elevating any applicable opportunities.

  • Servicing accounts by investigating problems and finding resolutions to create a positive customer experience.

  • Conduct extensive customer interaction via inbound and outbound calls in both a "dialer" and manual environment.

  • Updates account information and complete appropriate documentation.

  • 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

Basic Qualifications

  • High School Diploma, GED, equivalent certification, or military experience

  • Proficiency in Microsoft Office

  • At least 2 year of experience in a customer service call center

Preferred Qualifications:

  • Bilingual (Spanish/English)

  • 1 year of Auto Finance Bankruptcy experience

  • 1 year of experience in Auto Finance Loss Mitigation

  • Working knowledge of PACER, LexisNexis, Credit Browser, Collateral Management System, Titan, Black Book, and AIS Online.

At this time, Capital One will not sponsor a new applicant for employment authorization for this position.