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Capital One Collections Floor Supervisor in Chester, Virginia

James River Center 2 (12041), United States of America, Chester, Virginia

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.

Collections Floor Supervisor

Associates in this position must demonstrate a passion for creating an outstanding customer and associate experience by answering questions, addressing concerns and solving problems while striving for an exceptional customer environment. Successful candidates will be able to adapt in a fast paced, ever changing environment. They will be visible on the floor supporting the Principle Based Servicing effort in escalating concerns and helping to resolve issues. They will help ensure department meets business service levels. Associates must be passionate about driving digital, serving the customer and serving the associate while maintaining a World Class Economical business.

Responsibilities:

  • Maintain a continuous Floor Presence

  • Perform account level research

  • Escalate Issues

  • Support superior quality assurance

  • Coach and develop associates

  • Communicate with associates and management

  • Document interactions (Associate Feedback loop for PBS)

  • Close the loop on feedback

  • Partner with resources to solve problems and remove barriers

  • Drive morale

  • Build associate advocacy through positive interactions and real time recognition.

Basic Qualifications:

  • At least a High School Diploma, GED or Equivalent Certification

  • At least 1 year of customer service experience

Preferred Qualifications:

  • Bachelor’s Degree

  • At least 3 years customer service experience in call center for banking or at least 3 years customer service experience in call center for financial services

  • At least 1 year experience in coaching or at least 1 year experience in developing associates

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

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