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.
UK Collections Customer Service Coordinator
Our UK Collections Team help support customers who are experiencing financial difficulties due to any number of life events; to help find them the right solution and bring their account up to date. You’ll need an empathetic and confident approach over the phone to assist our customers in finding solutions to their credit problems. You’ll also need to be comfortable exploring customer’s situations using open questions, listening for indicators that a customer may need additional support and understanding their unique situations to determine the best solution for them.
By dealing with our customers in a constructive, supporting and reassuring way, you will use empathy and patience to ensure that our customers feel comfortable and safe with the information that they are giving you.
Here’s some of the Key Responsibilities:
Helping customers over the phone, using appropriate questioning techniques to understand their situation so that the right solution can be offered first time
Having a clear and concise communication style, where you can explain sometimes complicated processes in a way our customers can easily understand
Identifying where additional external support may be beneficial and signposting the customer to the appropriate organisations
Being able to clearly explain the impact that missed payments have on both the account and credit files
Understanding regulators/industry requirements when dealing with customers and ensuring that you remain compliant to these
Developing a deep understanding of the Money Advice Trust models that are available to aid conversations to support our customers
Using judgement when assessing the right outcome for the customer, knowing when and how to step away from process
Updating customer records to ensure there is an accurate reflection of what has been discussed and all agreed actions have been taken
Ensuring customers are clear on any actions they need to take to support them maintaining their account going forward
Achieving department key performance metrics and continually developing your own performance
Encouraging a feedback culture, providing constructive feedback and receiving feedback well
Build a strong working relationship with other departments to provide an environment that allows issues to be resolved in a timely manner and processes to be implemented and improved
What Skills & Experience you’ll need:
Proven excellence in Customer Service, with an emphasis on listening and verbal communication
Professional and non-judgemental attitude when dealing with people
The desire to work with customers to get to the right outcome
Effective problem-solving skills so that the customer’s situation can be fully explored and understood
Ability to learn and effectively communicate complex processes
A strong focus on improving personal and department results
The appetite to continue to learn and develop with the industry
A positive, inquisitive mindset
The desire to be part of a team and ability to work with peers to achieve collective goals
What will we offer you?
A great team environment, fantastic work-space with games rooms, gym and onsite restaurant and of course we’ll make sure you're handsomely rewarded.
As well as an annual salary of £23,000.00 you can look forward to a great pension scheme, generous holiday entitlement and private medical insurance. We also offer a host of other useful and flexible benefits.
During some of the training, working hours are 9am - 5.30pm Monday to Friday.
Opening hours in the department are between the times of 8am - 9pm Monday to Friday & 9am-6.30pm Saturday & Sunday. Potential shift pattern: 12.30pm - 9pm Monday -Friday and 9am - 6.30pm on either Saturday or Sunday, with an additional day off during the week.
We’re recruiting several positions into the Collections Team to start on 28th October 2019.
We’ll be holding interviews in September and you’ll need to be available to attend one of our assessment centres to be considered for the position.
The next stage in the process is an online assessment then a telephone interview to determine whether you’re successful in being invited to an assessment day.
Capital One is committed to diversity in the workplace.
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
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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).