Call Center Agent - National Bank

About The Position

Capital Management Services, LP (CMS) is a compliance-focused, well-respected call center headquartered in Amherst, NY. We specialize in 1st party collections and reminder calls on behalf of a well-known national bank. In this role, you will work exclusively with current customers who are approximately 2–90 days behind on their credit card payments. This is not traditional third-party debt collection—there is no cold calling and no old debt. We're expanding our team and looking for professional, tech-savvy, and customer service-oriented individuals who are comfortable communicating with customers, navigating multiple technology systems, and offering account solutions with empathy and professionalism.

Responsibilities

• No weekends required.
• Contact current customers regarding recently missed credit card payments
• Assist customers in understanding available options to resolve past-due balances
• Provide professional, respectful, and solutions-focused customer service
• Handle both outbound and inbound customer calls
• Navigate multiple computer systems efficiently
• Accurately document account activity and customer interactions
• Maintain compliance with client, company, and regulatory requirements
• Represent CMS and our banking partner professionally during every customer interaction

Qualifications

• Excellent verbal communication and active listening skills
• Strong customer service experience in retail, hospitality, call center, financial services, or a similar environment
• 1st party collections, financial services, or debt resolution experience preferred
• Comfortable making outbound calls and discussing account balances
• Strong computer and technology skills
• Ability to navigate multiple systems while communicating with customers
• Accurate data-entry and typing skills
• Bilingual or multilingual skills are a plus
• Must be able to work in-office in Amherst, NY 14221
• Must be available for the required training and on-the-job training schedules

Benefits

• $150 bonus after 60 days
• Health, Dental, and Vision insurance
• 401(k) with company match
• Paid Time Off (PTO)
• Paid training
• Career development and advancement opportunities
• Future work-from-home opportunities
• Employee referral bonuses

Pay

$19.00/hour starting wage

Schedule

Schedule Start Date: Tuesday, October 12, 2026. Training: 3 weeks, Monday–Friday, 8:00 AM–4:30 PM (begins Tuesday, September 8). On‑the‑Job Training: 4 weeks, Monday–Friday, 1:00 PM–10:00 PM. Regular Schedule – After Training: Monday–Friday, 10:00 AM–7:00 PM. No weekends required.