Capital One

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Capital One Work At Home Customer Service Representative Interview Questions

Updated Dec 9, 2014
Updated Dec 9, 2014
4 Interview Reviews

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1 person found this helpful  

Work At Home Customer Service Representative Interview

Anonymous Interview Candidate in Richmond, VA
Anonymous Interview Candidate in Richmond, VA
Application Details

I applied online – interviewed at Capital One in December 2014.

Interview Details

I was emailed about a week after applying. The application process is a series of test to determine your behavioral patterns. There was also a mock setup of what it would be like to take calls from home. The 1st interview was done by an app called HireVue. You will be sent a link with instructions on how to download app and what to do. The interview consisted of a series of questions record by a woman and you get 2-3 minutes to answer. 2nd Interview which I was called for about two weeks after that was done by a recruiter and she asked me a serious of questions and once I finished she offered me a 3rd interview. She advised me to research behavioral interviews and too have some answers prepared to some of those questions. The interview was scheduled for the very next day. I was called for the third person the next afternoon and she explained the interview would take about 30 minutes. She explained she would ask me questions about situations and I needed to give her step by step what I had done. I had Googled behavioral questions and had wrote down some questions along with some answers. The best way to answer these questions is by the STAR method. Please research that and you will do great. At the end I was able to ask questions and then she said it would be a week before I knew one way or another. I was called exactly a week from the previous date and was offered the job. I was given four schedules to choose from and the offer was contingent upon my background check. Start date about a month from offer date.

Interview Questions
  • How did you explain a companyear procedure to a customer?
    Name a time when you provided outstanding customer service.
    Describe a difficult time when you solved a problem using only your resources with no help from your supervisor?
     
    Answer Question
Accepted Offer
Positive Experience
Difficult Interview

Other Interview Reviews for Capital One

  1. 8 people found this helpful  

    Work At Home Customer Service Representative Interview

    Anonymous Interview Candidate in Richmond, VA
    Anonymous Interview Candidate in Richmond, VA
    Application Details

    I applied online. The process took 2+ monthsinterviewed at Capital One in April 2013.

    Interview Details

    Application is typical, then there is a phone call test that you do. Two months after I applied (I had forgotten I even applied) a recruiter (very nice woman) called and basically gave me a preliminary interview, then I was scheduled for a formal phone interview with a manager. Recruiters gave me every tool to be able to ace my interview. Capital One uses behavioral interviewing and the recruiters send me information on what it was and how to do it properly. They also suggested that you research the company and know some things. I then had my formal phone interview. The manager called me promptly at the scheduled time. He encouraged me to take my time. It felt like a conversation, but you still need to follow the behavioral interview model. I had examples on hand using the STAR format, and it made it a breeze. At the end, the manager did a mock phone call with me. It's good to ask for feedback after the call as well. He said I would hear from someone within a few days, but I heard back within two hours and I was offered the job. Next you receive a formal offer letter and pick a schedule before training begins.

    Interview Questions
    • Name a time where you overcame an obstacle in order to do your job.   View Answer
    Negotiation Details
    They gave me several scheduling options to choose from. Then I began training that lasted around 7 weeks. Some days I had to go to Capital One, but most days I trained at home.
    Accepted Offer
    Positive Experience
    Average Interview
  2. 4 people found this helpful  

    Work-at-home Customer Service Representative Interview

    Anonymous Interview Candidate in Glen Allen, VA
    Anonymous Interview Candidate in Glen Allen, VA
    Application Details

    I applied online – interviewed at Capital One.

    Interview Details

    The interview process was great. The initial interview/phone screen was basic because they are trying to determine your ability to speak clearly and professionally over the phone. These positions are answering high-level customer service calls.
    If you pass the screening, you will be directed to online assessments and 'mock' phone calls. You will need to complete the 'mock' session in a quiet environment as you will need to concentrate on your responses.
    If that is completed successfully, you'll receive a follow-up phone interview. That was a little more intense and consisted mostly of behavioral-based interview questions. There is role-play question at the end where you will need to demonstrate your ability to resolve a customer concern.

    Interview Questions
    • The role play was expected, but was still a little stressful.   Answer Question
    Negotiation Details
    The positions have a set salary/hourly rate.
    Accepted Offer
    Positive Experience
    Average Interview
  3. 3 people found this helpful  

    Work At Home Customer Service Representative Interview

    Anonymous Interview Candidate in Glen Allen, VA
    Anonymous Interview Candidate in Glen Allen, VA
    Application Details

    I applied online – interviewed at Capital One.

    Interview Details

    I applied online. I was immediately taken to an assessment questionnaire. I then had to do some virtual role playing with phone calls. It was a bit intense only because you are timed. I have call center and customer service experience and yet I found the calls challenging which was a good thing. I only saw after completing the assessment that I was in something called " Testing" phase. It was unclear to me what this meant. I sent a general email out stating that I submitted my application and wanted to know who would be contacting me. I received a email a couple of days later from a recruiter who said I would be contacted by another recruiter shortly. I was called on a Wednesday to set up a phone Interview. The phone interview was really good for me. I like to talk and that's what I did. It was a very friendly recruiter but she knew her job. She made me very comfortable. The call lasted about 45 mins (If that) . I was informed that I would be moving to the next phase for the Face-to-Face interview the very next day. I arrived about 20 mins early. (They want you there about 15 mins earlier than appointment) My interview went very well in the beginning. It was a two way conversation. I was asked to talk about myself and then we went into the my formal part of the interview. More so past experiences. For example, " What did you do", How did you handle a situation with an irrate customer and what were the results based on your actions". Overall it was a great experience. My interview was on a Friday. I was told I would be contacted in about three days. I am still waiting to hear something. I am hopeful that I would get the offer.

    Interview Questions
    • There was a role play involved. I was nervous and this part was unexpected, It threw me through a loop a bit but I think I bounced back from it.   View Answer
    No Offer
    Positive Experience
    Average Interview

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