Customer Service Representative - Collections

About the role

Built on a foundation of trust and integrity, Commerce Bank is dedicated to helping people find financial safety and success, supporting businesses, and ensuring the security of your money. Our commitment extends beyond our products and services to our people, fostering a culture where growth, connection, and personal development are valued.

Responsibilities

• Collect on low-risk accounts to reduce the Bank's delinquency rate
• Communicate with customers in a professional and empathetic manner to understand their financial situation and guide them towards better outcomes
• Negotiate repayment plans and offer solutions to help minimize bank losses
• Handle incoming and outgoing calls to customers with current and past due accounts, leaving messages as necessary
• Manage and maintain accurate account records while maintaining quality standards
• Perform other duties as assigned

Requirements

• General understanding of collection management software
• Familiarity with inbound/outbound/blended dialing environments
• Excellent customer service skills
• Motivated and organized self-starter with strong attention to detail and the ability to manage multiple priorities
• Inquisitive, agile, and strong team player with excellent written, verbal, and interpersonal communication skills
• Adaptable and resilient with an optimistic outlook aligned with our culture and Core Values
• Basic proficiency with Microsoft Word, Excel, and Outlook

Qualifications

• High School Diploma or equivalent
• 1+ year of customer service experience
• Collections experience preferred

Skills

• Customer service skills
• Confidentiality and attention to detail
• Problem-solving ability
• Effective communication skills
• Time management and organization

Benefits

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

Pay

The hourly compensation range for this role is $18.00 to $20.50, based on relevant experience, skills, and competencies.

Schedule

This role is hybrid/flexible, allowing for remote work from home except for "moments that matter." The work schedule is Monday - Thursday 8:00am- 7:00pm; Friday 8:00am - 5:00pm, Saturday 8:00am- 12:00pm. Weekly flexible prime-time hours are required (3:00pm-7:00pm Monday - Thursday, Friday afternoon 1:00pm-5:00pm, or Saturday 8:00am-12:00pm).