Bilingual Collector I

About the Company

Building a career here is more than just steps on a ladder. It’s about helping people find financial safety and success, helping businesses thrive, and making sure people and their money are taken care of. Our culture is about our people, the ones in our communities and the ones that work with us. Here, you’ll find opportunities to grow and learn, to connect with others, and build relationships with the people around you. You’ll have the space and resources to grow into the best version of yourself. Because our number one investment is you.

About the Role

The Bilingual Collector contributes to the Bank’s ongoing goal of maintaining low delinquency and low gross losses on current Bankcard accounts. This role is critical in helping customers understand their financial obligations and preventing or limiting potential losses to the bank. You’ll handle consumer and corporate credit cards, secured and unsecured loans, and real estate open and closed-ended loans. Fluency in both English and Spanish is required to effectively communicate with customers.

This is a fast-paced role where you’ll need to be a helpful, clear communicator—empathetic yet firm in ensuring customers meet their obligations. Independence, resourcefulness, and strong problem-solving skills are essential.

Responsibilities

• Collect on low-risk accounts to minimize the Bank’s 30+ delinquency rate (assignments may vary based on business needs).
• Assist customers professionally and empathetically to interpret their financial situation, identify reasons for delinquency, and provide guidance to limit loss to the bank.
• Negotiate repayment options by asking questions and offering applicable solutions.
• Handle incoming and outgoing calls to customers with current and past-due accounts, leaving messages as necessary.
• Provide proper documentation and account maintenance while maintaining acceptable quality assurance and productivity standards.
• Perform other duties as assigned.

Requirements

• High School Diploma or equivalent combination of education and experience required.
• 1+ year of customer service experience required.
• Collections experience preferred.
• General understanding of collection management software (e.g., TSYS, SHAW, DM9).
• Familiarity with inbound/outbound/blended dialing environments.
• Excellent customer service skills and ability to maintain confidentiality.
• Self-motivated, organized, and able to manage multiple priorities with strong attention to detail.
• Inquisitive, agile, and a strong team player with excellent written, verbal, and interpersonal communication skills.
• Ability to remain adaptable and resilient in all situations with an optimistic outlook.
• Basic proficiency with Microsoft Word, Excel, and Outlook.
• Fluency in both English and Spanish.

Schedule

• Monday - Thursday: 8:00 AM - 7:00 PM
• Friday: 8:00 AM - 5:00 PM
• Saturday: 8:00 AM - 12:00 PM
• Weekly flexible prime-time hours required (3:00 PM - 7:00 PM Monday - Thursday, 1:00 PM - 5:00 PM Friday, or 8:00 AM - 12:00 PM Saturday).

Work Location

This role is hybrid/flexible, meaning you may work remotely from home except for "moments that matter." You should live within a 3-hour radius of the Kansas City or St. Louis Commerce Bank locations.

Pay

Hourly compensation range: $18.00 - $20.50 (based on relevant experience, skills, and competencies).

Benefits

• Employer-sponsored health, dental, and vision insurance.
• 401(k) retirement plan.
• Life insurance.
• Paid vacation and personal time.
• Career development and education assistance.
• Voluntary supplemental benefits.