Customer Account Representative – First-Party Personal Loan Servicing

Capital Management Services (CMS) is a Buffalo-based company specializing in first-party account servicing for a nationally recognized financial institution. In this role, you will work with customers who have personal loans ranging from $8,000 to $40,000, helping them resolve recently missed payments and identify repayment solutions. This is first-party account servicing—not third-party debt collection or charged-off debt recovery.

About the Role

As a Customer Account Representative, you'll work with customers whose personal loans are between 2 and 90 days past due, helping them bring their accounts current while providing exceptional customer service.

Responsibilities

• Handle inbound and outbound calls regarding personal loan accounts.
• Discuss payment options and assist customers with resolving recently missed payments.
• Build rapport while maintaining a professional and empathetic approach.
• Accurately review account information and document customer interactions.
• Navigate multiple computer systems efficiently.
• Meet individual and team performance goals while maintaining strict compliance standards.

Requirements

• Previous first-party collections or financial services experience preferred.
• Professional phone presence and strong communication skills.
• Excellent customer service and problem-solving abilities.
• Comfortable working in a fast-paced, goal-oriented environment.
• Basic computer proficiency and the ability to multitask.
• Reliable attendance and a strong work ethic.

Pay

Starting pay of $17.00 per hour plus up to $500 per month in performance bonuses.

Benefits

• Fully paid training.
• Paid Time Off.
• Medical, Dental, and Vision Insurance.
• 401(k) with company match.
• Employee Referral Program.
• Career advancement opportunities.
• All equipment provided.

Schedule

• Full-Time, 40 hours per week.
• On-site in Buffalo, NY.
• Training begins September 14th, 2026.