• Manage multiple client accounts simultaneously • Grow trusted, long-term client relationships • Lead operational performance across customer support programmes • Ensure KPIs and SLAs are consistently achieved and exceeded • Understand each client’s business goals, brand vision and customer expectations • Drive continuous improvement initiatives across teams and processes • Deliver proactive reporting, operational insights and strategic recommendations • Support and develop Team Leads who report directly to you • Oversee multiple worldwide multi-lingual operations ranging from small specialist teams through to larger programmes of up to 80 agents • Work closely with internal departments to ensure operational alignment and delivery excellence • Maintain high standards of customer experience, brand tone and service quality • Lead the onboarding of new client accounts following established operational processes and implementation frameworks

Work From Home Auto Finance Customer Service Coordinator 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 call center to deliver some world-class red carpet experiences. We're not just looking to fill open positions - we seek outgoing, passionate people who want to start a long career with a knack for making someone's day. How cool would it be to tell your friends that your job is to be a ray of sunshine and find solutions that create a happy and loyal customer? Responsibilities: - Place outbound calls to potential customers looking to refinance their auto loans - Take an active role in educating customers about our products and services - Answer inbound calls and greet customers with energy and enthusiasm - Thrive in a fast-paced, lively and dynamic work environment - 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 with account questions in an energetic and spirited manner - Perform multiple tasks / navigate multiple systems simultaneously to service the customer's application 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 - Build strong working relationships with experience partners to effectively problem solve - Have strong positive influence on peers - Communicate in a professional manner in all settings Job Level: Coordinator Location: Work From Home Schedule: Monday - Friday 8:00am - 5:00 pm CST Work from Home Technology Requirements - 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 - To validate ISP speeds from a Chrome browser, go to www.google.com, type Speed Test and run from the Google landing page - Both Hardwire and WiFi internet connections are acceptable as long as speed and security requirements are met 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 are delivered. Capital One reserves the right to modify internet service requirements with sixty (60) days notice. Internet Service Provider specs can change by provider and location within the US. If you are experiencing consistent issues with internet stability Capital One reserves the right to ask the agent to upgrade internet service to ensure a good customer experience. Work from Home Location Requirements 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. Work from home U.S. based associates are not permitted to work internationally, outside of the continental United States (i.e. Hawaii or U.S. Territories), or California. Basic Qualifications: - High School Diploma, GED, or equivalent certification - At least 2 years Customer Service or Call Center Experience - At least 1 year of experience using Google Suite or Microsoft office Preferred Qualifications: - At least 1 year of auto finance experience - At least 3 years of Customer Service or Call Center experience - At least 2 years experience working in the Financial Industry At this time, Capital One will not sponsor a new applicant for employment authorization for this position. 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. Remote (Regardless of Location): $43,680 - $43,680 for Customer Service Coordinator Plano, TX: $43,680 - $43,680 for Customer Service 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. Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the Capital One Careers website . Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level. This role is expected to accept applications for a minimum of 5 business days. No agencies please. Capital One is an equal opportunity employer (EOE, including disability/vet) committed to non-discrimination in compliance with applicable federal, state, and local laws. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City's Fair Chance Act; Philadelphia's Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at RecruitingAccommodation@capitalone.com . All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations. For technical support or questions about Capital One's recruiting process, please send an email to Careers@capitalone.com Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site. Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).

• Respond to customer live chats and emails in a timely manner - live chat is our primary channel, with queue-based work making up around 90% of the role • Troubleshoot and guide customers through questions and issues with their Account, Billing, Domain, or other transactional inquiries • Independently meet targets across Quality, Productivity and Customer Satisfaction, in email and live chat • Stay up to date on new product features and improvements • Identify isolated customer experiences and escalate important issues

• Provides professional, accurate, courteous, and timely support and guidance to internal business partners and end clients. • Delivers a memorable positive experience as a trusted advisor to stakeholders. • Keeps up to date on new initiatives and processes, maintaining solid knowledge within subject matter specialties. • Acts as a liaison coordinating with various areas to effectively satisfy requests or customer concerns. • Completes complex & diverse tasks within given rules/limits and may include handling escalations from other employees. • Organizes work information to ensure accuracy and completeness.