INBOUND SERVICE REPRESENTATIVE

Company:	Capital One Company Profile \| Current Opportunities (56)
Job Location(s):	Laurel
Employment Term:	Regular
Employment Type	Full Time
Start Date:	As soon as possible
Starting Salary Range:	Not Provided
Required Experience:	Open
Related Categories:	Banking - General, Customer Service - General, Professional and Technical, Customer Service - Call Center, Project Management

Position Description

Customer Care Associate

Are you a high quality individual with superior customer service experience? We are hiring Customer Care Associate positions. Our commitment to customer service does not stop at the branch system. Our Customer Contact Center is located in Laurel, Maryland. We are opened 7 days a week from 7am to 11pm. So the prospect of getting a schedule that accommodates your need is excellent!

The Customer Care Associate is responsible for servicing existing and potential customers via telephone inquires in a manner that supports the Retail Bank’s mission. The incumbent will exceed the customer’s expectations through the superior, consistent delivery of our products and services with the objective of enhancing customer loyalty and expanding customer relationships. Since the Customer Care Associate is critical to ensuring the ideal customer experience, building on our brand, they must maintain a vast amount of knowledge pertaining to products, procedures and policies. The incumbent must be able to use this knowledge to make effective recommendations to resolve initial and additional needs.

– Accurately respond to customer inquires regarding their account(s) ensuring that all needs are met and handled appropriately during their initial contact. The associate is expected to utilize the components set forth in the Bank’s Customer Interaction and Brand Building Guides during every customer interaction, as well as appropriate procedures matrices.
– Maintain excellent knowledge of Bank systems and procedures in order to perform necessary maintenance to customer’s accounts (i.e. lost/stolen checks, checkcards, stop payments, etc) in a timely and accurate manner.
– Recognize opportunities to enhance relationships with Bank customers by proactively exploring needs, ensuring that initial needs are fully met and additional needs are uncovered and that appropriate recommendations are made to meet the need(s).
– Provide efficient and responsive service to customers by maintaining an acceptable level of productivity as measured through established metrics, which include (but not limited to): schedule adherence, availability, and attendance.
– Demonstrates understanding and knowledge of Bank product lines through Product Mastery test results and Customer Interaction Mastery scores.
– Demonstrates thorough knowledge and proficiency in the use of required computer systems.
– Excellent verbal communication skills
– Excellent customer service skills
– Ability to multi-task in a fast paced environment
– Strong listening skills
– Ability to effectively probe to identify needs
– Strong written communication skills
– Ability to adapt quickly to change
– Strong analytical and problem solving skills
– Strong typing skills

Basic Qualifications:
• High School Diploma, GED, or equivalent
• 6 months customer service call center experience

Preferred Qualifications:
• 1 year of experience in a high volume corporate customer contact environment (such as customer service, call center, fulfillment, not food services or retail department stores)
• 1 year Banking or Financial Services Experience
• 1 year telesales experience
• Associates or Bachelors Degree
• Proficient with Microsoft Office applications

Capital One will not file non-immigrant visa petitions for alien workers.

As a recipient of TARP funding and under ARRA regulations, Capital One will not sponsor new H-1B petitions or transfer existing H1B Visas.

No agencies please. Capital One is an equal opportunity employer committed to diversity in the workplace. We promote a drug-free work environment. We emphasize recruiting, hiring, and retaining the most qualified candidates and providing them with the opportunity to meet their potential. We provide an environment where differences lead to solutions.

Other desired skills:
Customer Care Associate, Customer Service Represenative, Inbound Call Center Associate, Laurel, MD