Customer Service Representative

About The Role The Collector plays a vital role in maintaining the financial health of Commerce Bank by minimizing delinquency and reducing gross losses on Bankcard accounts. This position involves engaging with customers to help them understand their financial obligations, providing guidance, and negotiating repayment options to prevent or limit potential losses. The role encompasses managing consumer and corporate credit cards, secured and unsecured loans, as well as real estate open and closed-ended loans. As a key contributor to the bank’s bottom line, the Collector must communicate effectively, demonstrating empathy while remaining firm to ensure customers fulfill their commitments. The position requires a proactive, resourceful individual capable of performing independently in a fast-paced environment, utilizing strong problem-solving skills to address complex situations. The role offers an opportunity to make a significant impact on the bank’s financial stability while developing valuable skills in collections and customer service.

Qualifications

• High School Diploma or equivalent
• 1+ year of customer service experience
• Collections experience preferred
• Basic proficiency with Microsoft Word, Excel, and Outlook
• Knowledge of collection management software such as TSYS, SHAW, DM9, etc. (preferred)
• Familiarity with inbound/outbound/blended dialing environments
• Strong customer service skills with an empathetic approach
• Ability to maintain confidentiality
• Motivated, organized, and detail-oriented self-starter
• Excellent written, verbal, and interpersonal communication skills
• Ability to adapt and remain resilient in various situations

Responsibilities

• Collect on low-risk accounts to help minimize the bank’s delinquency rate
• Assist customers in understanding their financial situation and reasons for delinquency
• Negotiate repayment options and offer applicable solutions to customers
• Handle incoming and outgoing calls with current and past due account holders
• Leave messages and follow-up as necessary to ensure effective communication
• Maintain proper documentation and account records in accordance with quality standards
• Ensure compliance with all regulatory and internal policies
• Provide exceptional customer service with professionalism and empathy
• Perform additional duties as assigned by management

Benefits

• Employer-sponsored health, dental, and vision insurance
• 401(k) retirement plan with company match
• Life insurance coverage
• Paid vacation and personal days
• Opportunities for career development and advancement
• Educational assistance programs
• Voluntary supplemental benefits