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Customer Service Representative – Early Collections
4 months ago
About This Job
The Collector contributes to the Bank’s ongoing goal of maintaining low delinquency and low gross losses on current Bankcard accounts. The Collector is a critical position in the bank that is responsible for helping customers understand their financial obligations and help to prevent or limit potential losses to the bank. You’ll be responsible for consumer and corporate credit cards, secured and unsecured loans, and real estate open and closed-ended loans.
This is a very important position that can have a huge impact on the Bank’s bottom line. You’ll need to be a helpful, clear communicator who is empathetic to our customers yet firm in making sure they live up to their obligations. This is a fast paced job so you’ll need to able to perform in an independent, resourceful manner and show a high degree of problem-solving skill. If this sounds like you, we’d love to talk.
Essential Functions
Collect on low-risk accounts to minimize the Bank’s 30+ delinquency rate. Business need may dictate assignment to varying levels of collections
Assist the consumer in a professional and empathetic manner to interpret their financial situation, reason 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, and leave messages as necessary
Provide proper documentation and account maintenance while maintaining and acceptable level of quality assurance and productivity
Perform other duties as assigned
Work Schedule
Monday- Thursday 8:00am- 7:00pm; Friday 8:00am - 5:00pm, Saturday 8:00am- 12:00pm
Weekly flexible prime-time hours required (3:00pm-7:00pm
Monday - Thursday, Friday afternoon 1:00pm-5:00pm, or Saturday 8:00am-12:00pm)
Knowledge, Skills & Abilities Required
General understanding of collection management software, such as TSYS, SHAW, DM9, etc.
Familiarity with inbound/outbound/blended dialing environment
Excellent customer service skills
Ability to maintain a high degree of confidentiality
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
Ability to remain adaptable and resilient to all situations with an optimistic outlook and cast a positive shadow that is aligned with our culture and Core Values
Basic level proficiency with Microsoft Word, Excel and Outlook
Education & Experience
High School Diploma or equivalent combination of education and experience required
1+ year customer service experience required
Collections experience preferred
***For individuals applying, assigned and/or hired to work in areas with pay transparency requirements, Commerce is required by law to include a reasonable estimate of the compensation range for some roles. This compensation range is for the Collector I job and contemplates a wide range of factors that are considered in making compensation decisions, including but not limited to location, skill sets, education, relevant experience and training, licensure and certifications, and other business and organizational needs. The disclosed range estimate has not been adjusted for any applicable differentials (geographic, bilingual, or shift) that could be associated with the position or where it is filled. At Commerce, it is not typical for an individual to be hired at or near the top of the range for their role, and compensation decisions are dependent on the facts and circumstances of each situation. A reasonable estimate of the current base pay is $15.50 to $16.50 per hour. This position will be eligible for additional compensation through performance-based incentive plan(s) that will correspond to meeting performance goals. The candidate selected for this position may be eligible for the following employment benefits: employer sponsored health, dental, and vision insurance, 401(k), life insurance, paid vacation, and paid personal time. In addition, we offer career development, education assistance, and voluntary supplemental benefits. Click to learn more.
