Capital One Home Loans Customer Service Coordinator in Plano, Texas

Plano 2 (31062), United States of America, Plano, Texas

Home Loans Customer Service Coordinator

Department Overview:

Customer Outcome and Risk Excellence (CORE) Team is dedicated to providing amazing service to our customers and third parties and first line of defense when a customer has a question pertaining to their mortgage or home equity accounts.

Successful Customer Solution Reps have a passion for helping people. The Customer Care department is aimed at one goal - the experience of our customers with home loans. If you know how to “wow” people with above and beyond service, you have exactly what it takes to succeed in this role.


Our Customer Outcome and Risk Excellence (CORE) Servicing Representatives have a true passion for helping people .The primary responsibility of the Customer Solutions Rep is to respond to account inquires over the phone. The Customer Solutions Rep will answer questions related to all aspects of Home Loans while providing an exceptional customer experience and adhering to all Capital One policies and procedures.


  • Answer approximately 75 incoming customer calls received thru ACD system daily

  • Provide customers with information requested through verbal and written correspondence

  • Direct calls to proper departments in event information is not available or requires research

  • Take mortgage payments over the phone, respond to inquiries regarding insurance issues and disbursements, respond to inquiries regarding tax issues and disbursements

  • Review and explain escrow disclosure statements (i.e. account shortages and overages)

  • Discuss and respond to inquiries regarding loan types and terms (i.e. VA, FHA, Conventional, Adjustable Rate).

Key Skills & Competencies:

  • Ability to influence customers to what is “best” for their needs

  • Builds relationships through being personable and non-scripted

  • Ability to authentically empathize with the customer’s concerns

  • Problem solving mindset that “owns” the customer’s issue

  • Detail oriented to avoid errors in a highly regulated environment

Basic Qualifications:

• High School Diploma, GED or equivalent certification, or Military experience

Preferred Qualifications:

• 1 year experience in customer service

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