Experienced Customer Service Representative – Collections Specialist for Financial Institution

Introduction to Commerce Bank

At Commerce Bank, we are dedicated to helping people find financial safety and success, enabling businesses to thrive, and ensuring that our customers and their money are well taken care of. With a rich history spanning over 155 years, our commitment to our communities and employees is unwavering. We believe in fostering a culture that values our people, providing opportunities for growth, learning, and connection. If you're looking for a career that offers more than just a paycheck, you're in the right place.

About the Role

We are seeking an experienced Customer Service Representative – Collections Specialist to join our team. As a Collector, you will play a critical role in maintaining low delinquency and gross losses on current Bankcard accounts. Your primary responsibility will be to help customers understand their financial obligations and prevent or limit potential losses to the bank. This is a fast-paced and challenging position that requires a unique blend of empathy, communication skills, and problem-solving abilities.

Key Responsibilities

• Collect on low-risk accounts to minimize the Bank's 30+ delinquency rate, with the potential to work on varying levels of collections based on business needs.
• Assist consumers 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, ensuring that customers are aware of their options and responsibilities.
• Handle incoming and outgoing calls to customers with current and past due accounts, leaving messages as necessary and maintaining a high level of customer service.
• Provide proper documentation and account maintenance, adhering to quality assurance and productivity standards.
• Perform other duties as assigned, demonstrating flexibility and a willingness to adapt to changing circumstances.

Essential Qualifications

To be successful in this role, you will need:

• A general understanding of collection management software, such as TSYS, SHAW, DM9, etc.
• Familiarity with inbound/outbound/blended dialing environments and excellent customer service skills.
• The ability to maintain a high degree of confidentiality, with a strong focus on attention to detail and organizational skills.
• Excellent written, verbal, and interpersonal communication skills, with the ability to remain adaptable and resilient in all situations.
• A basic level of proficiency with Microsoft Word, Excel, and Outlook.
• A High School Diploma or equivalent combination of education and experience, with a minimum of 1+ year of customer service experience required.
• Collections experience is preferred, but not essential, as we provide comprehensive training and support to help you succeed.

Preferred Qualifications

While not essential, the following skills and qualifications are highly desirable:

• Previous experience in a collections or customer service role, with a proven track record of success.
• Knowledge of financial regulations and industry standards, with a strong understanding of consumer and corporate credit cards, secured and unsecured loans, and real estate open and closed-ended loans.
• Experience with problem-solving and conflict resolution, with the ability to think critically and outside the box.
• A strong team player with excellent communication and interpersonal skills, able to work effectively in a fast-paced environment.

Career Growth Opportunities

At Commerce Bank, we are committed to helping our employees grow and develop in their careers. As a Customer Service Representative – Collections Specialist, you will have access to:

• Comprehensive training and support to help you succeed in your role.
• Ongoing coaching and feedback to help you develop your skills and knowledge.
• Opportunities for career advancement and professional growth, with a clear path for progression.
• A supportive and collaborative work environment, with a strong focus on teamwork and camaraderie.

Work Environment and Company Culture

At Commerce Bank, we pride ourselves on our award-winning culture, which is built on a foundation of:

• Inclusion and diversity, with a strong commitment to equal employment opportunities.
• Employee engagement and recognition, with regular feedback and rewards for outstanding performance.
• Community involvement and social responsibility, with opportunities to get involved in local initiatives and charitable events.
• A supportive and flexible work environment, with a range of benefits and perks to help you achieve a better work-life balance.

Compensation and Benefits

We offer a competitive salary range of $15.50 to $20.00 per hour, depending on experience and qualifications. In addition to your base salary, you will be eligible for:

• Performance-based incentive plans, with opportunities to earn bonuses and rewards for outstanding performance.
• Employer-sponsored health, dental, and vision insurance, with a range of options to suit your needs.
• 401(k) and life insurance, with a strong focus on supporting your long-term financial goals.
• Paid vacation and personal time, with a generous allowance for holidays and time off.
• Career development and education assistance, with opportunities to pursue further education and training.

Conclusion

If you're looking for a challenging and rewarding role with a leading financial institution, we encourage you to apply for the Customer Service Representative – Collections Specialist position. With a strong focus on customer service, problem-solving, and communication skills, this role offers a unique opportunity to make a real difference in the lives of our customers. Don't miss out on this chance to join our award-winning team and take your career to the next level. Apply today and discover a career that's more than just a job – it's a chance to make a real impact.

Click here to apply for this exciting opportunity and take the first step towards a rewarding and challenging career with Commerce Bank.