Senior Bankruptcy Coordinator (Soft Landing Team)

Plano 5 (31065), 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.

Senior Bankruptcy Coordinator (Soft Landing Team)

Soft Landing Associate

The Bankruptcy department is looking for an associate who is a master negotiator and likes to help customers resolve their delinquency. As a Bankruptcy Soft Landing associate, you will be responsible for assisting customers after the exit bankruptcy with either a dismissal or a reaffirmation agreement. The main objective of the role is to resolve customer delinquency prior to the account returning to business as usual (BAU) handling using various tools.

The Bankruptcy Soft Landing Team handles interactions with customers after their bankruptcy case is dismissed or discharged with a reaffirmation agreement. On occasion the team will interact with customers in active bankruptcies but those interactions are limited due to the support that the team receives from our third party vendor (American Infosource/Ascension Capital Group). This role primarily interacts with customers directly in a call center environment and has little to no interactions with the Trustee or attorneys.

Hours: M-Th (08:00 am-5:00 pm) F (08:00 am-4:00 pm)

Level: Sr. Coordinator

Responsibilities:

- Work bankruptcy accounts after the court disposition, including, but not limited to making outbound calls and receiving inbound calls.

- Manage risk to the business by maintaining superior quality assurance results and elevating any applicable opportunities.

- Evaluate and offer best option to customers exiting bankruptcy in a delinquent status.

- Service accounts by investigating problems at an account level and find resolutions to create a positive customer experience post-bankruptcy. The work will be done through an assigned queue.

- Be willing and able to conduct interactions via inbound and outbound calls in both a "dialer" and manual environment.

- Clearly document all interactions and upload any required documentations.

- Educate customers about their options after they exit bankruptcy to ensure they understand their account(s) and responsibilities.

- Adhere to strict attendance and adherence guidelines

Basic Qualifications:

- At least 2 years of experience in a customer service call center

- Ability to multitask in a face pace environment

- Ability to work in a team environment

Preferred Qualifications:

- Bilingual (Spanish/English)

- Good oral and written communication skills

- 1 year of Auto Finance Bankruptcy experience

- 1 year of experience in Auto Finance Loss Mitigation

- Working knowledge of PACER, LexisNexis, Credit Browser, Collateral Management System, Titan, Black Book, and AIS Online.

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


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