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Customer Service Experience Specialist - Refinance (Interim Work at Home)

Job ID R96791 Updated date 05/19/2020 Location Plano, Texas
Plano 7 (31067), 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.

Customer Service Experience Specialist - Refinance (Interim Work at Home)

Imagine a day in a typical call center… now throw that image away!  Welcome to a fresh idea in banking. Here at Capital One, we’re reimagining how people bank. You see, we believe banking should fit our customers’ everyday lives - not the other way around. When a customer contacts us, we don’t want them to simply have an interaction, we want them to have an experience that makes them say WOW!

We need savvy problem-solvers in our Plano, Texas call center to deliver some world-class red carpet service experiences.  We have major development opportunities and encourage mentorships with seasoned associates.  We work with industry leading technology, including communicating with customers via Online chat.  We pride ourselves on our culture and are constantly looking for ways to enhance your workday, including a 3-story slide, a scratch kitchen café, department parties, and daily celebrations!

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?

If we’ve caught your attention, read on!

Are you the one that people turn to when they need to solve a problem?

Are you quick on your feet to make a decision?

Do you love the latest technology and do almost everything on your cell phone?

Do you consider yourself talkative?

Are you naturally curious and have an appetite for learning?

Seriously now, if you’re nodding along and like what you are reading, let’s talk!

Capital One prioritizes the health and safety of our associates. In light of COVID-19, we are complying with the CDC guidelines for social distancing. The vast majority of Capital One roles, including this role, have temporarily moved to work at home. When Capital One returns to normal operations, this role will return to the assigned onsite work location. 

To ensure productivity in a home environment, applicants must meet the space and technology requirements outlined below. These requirements will no longer be applicable once the role returns onsite.

Work at Home Technology Requirements:
A secure home office environment that is free from background noise and distractions of any kind 
A reliable high-speed broadband Internet service provider (ISP): 
Dial up or Satellite Internet service providers are not sufficient
ISP must be hardwired (Wifi prohibited) and must be used for Capital One purposes only during your schedule and would need to be in place at start of employment
The ISP speed/bandwidth must be 5 megabytes per second (minimum required) or higher (10+ preferred). Please contact your ISP for confirmation. Check your internet service provider speed/bandwidth at

General Responsibilities:

  • Answer inbound calls and greet customers with energy and enthusiasm
  • Thrive in a fast-paced, lively and dynamic work environment
  • Take an active role in educating customers about our products and services
  • Use a conversation based approach to uncover customer needs using open-ended questions – after all, scripts are for robots
  • Guide customers through the online auto refinance application process
  • Assist customers with application 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

Department hours of operation: Monday- Friday 8am-8pm

*Schedule is determined after training.

Basic Qualifications:

  • High school diploma, GED or equivalent certification
  • At least 6 months of customer service experience, or at least 6 months of call center experience
  • At least 6 months of experience servicing customers using a smartphone or tablet

Preferred Qualifications:

  • Associates or Bachelor’s Degree
  • At least 1 year of customer service experience in a call center environment
  • At least 1 year of sales experience

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

No agencies please. Capital One is an Equal Opportunity Employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex, race, color, age, national origin, religion, physical and mental disability, genetic information, marital status, sexual orientation, gender identity/assignment, citizenship, pregnancy or maternity, protected veteran status, or any other status prohibited by applicable national, federal, state or local law. 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 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

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).