[Hiring] Concierge Agent @Capital One

Role Description

Do you have an eye for detail and would enjoy working behind the scenes in a fast paced Auto Finance Division? Speed, accuracy, and finesse can help boost your performance as a Dealer Concierge Agent. The Dealer Concierge Group in the Auto Finance Division provides support to both operations and sales. You will review, verify, and process loan documentation to assist Capital One customers, and provide our Dealer Customers with a Brand Defining Funding Experience. You will work through a blend of Inbound and Outbound phone calls to gather and verify loan information with customers and other business partners in order to process loans for funding and partner with our dealer customers. Expect to work in a fun, fast paced environment, where monthly performance goals are recognized and encouraged.

The ideal candidate for this role is a dynamic professional who pairs an engaging personality with exceptional communication skills. Success in this fast-paced environment requires a high degree of proficiency in multitasking, rapid and accurate data entry, and meticulous attention to detail. We are seeking a solution-oriented individual with a proven ability to de-escalate challenging situations and resolve complex problems with poise. Candidates with a strong background in quality assurance and process management will be exceptionally well-suited to contribute to our team's continued excellence.

Responsibilities:

• Expediting financing for deals that are time-sensitive or relationship-sensitive that could impact customer or dealer's confidence in Capital One Auto Finance.
• Flag missing or incomplete documents to avoid additional delays or setbacks in funding.
• Assist dealership and Sales personnel with their understanding of COAF funding policies.
• Act as the liaison between the dealership and the funding team.
• Escalate urgent deals to the right level of leadership across Originations & Sales to assist with resolution.
• Help dealerships understand the "why" behind our lender-specific requirements.
• Build trust with dealership finance and sales personnel by being a reliable point of contact.
• Ensure that dealerships are notified immediately when the deal is funded or the funds are dispersed.
• De-escalate.
• Make all outbound calls as needed.
• Be able to handle multiple heat cases simultaneously while prioritizing the funding experience for all parties.

Qualifications

• High School Diploma, GED, or equivalent certification.
• At least 3 years Customer service or Call Center experience.
• At least 1 year of experience in the Financial Industry.
• At least 1 year experience using Google Suite or Microsoft Office.

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 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.
• Both Hardwire and WiFi internet connections are acceptable as long as speed and security requirements are met.

Benefits

• Comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being.