Customer Service Representative - Mid-Stage Collections
Commerce Bank

About Working at Commerce

Building a career here is more than just steps on a ladder. It's about helping people find financial safety and success, helping businesses thrive, and making sure people and their money are taken care of. And our commitment doesn't stop there. Our culture is about our people, the ones in our communities and the ones that work with us.

Here, you'll find opportunities to grow and learn, to connect with others, and build relationships with the people around you. You'll have the space and resources to grow into the best version of yourself. Because our number one investment is you.

Creating an award-winning culture doesn't come easy. And after more than 155 years, we know Commerce Bank is only at its best when our people are. If this sounds interesting to you, keep reading and let's talk.

Compensation Range
Hourly: $17.00 - $18.00 (Amount based on relevant experience, skills, and competencies.)

About This Job

The Collector II contributesto the Bank's ongoing goal of maintaining low delinquency and low gross losses on current Bankcard/installment loan accounts.The Collector II is a critical position in the bank that is responsible for helping customers understand their financial obligations and helping 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 afast pacedjob so you'll need to able to perform in an independent, resourceful manner and show a high degree of problem-solving skill.

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)
  

Essential Functions

• Collect on moderate-risk accounts to minimize the Bank's 30+ delinquency rate. According to business need, may be assigned varying levels of collections
  
• Perform skip tracing as required by account
  
• Quickly identify irregularities in spending, possible identity theft, or fraud, etc.
  
• Generate and send various customer facing communication regarding account activity
  
• 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
  

Knowledge, Skills & Abilities Required

• Basic understanding of Debt Settlement and Consumer Credit Counseling programs
  
• Basic understanding of collection management software, such as TSYS, SHAW, DM9, etc.
  
• Familiarity with force-placed insurance, including secured loans
  
• Familiarity with inbound/outbound/blended dialing environment
  
• Ability to prioritize collection effort and expense based on balance, loan type, etc.
  
• 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. Associate's degree in Business Administration preferred.
  
• 2+ years customer service experience required
  
• 1+ year collections experience required
  

***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 II 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 $17.00 to $18.00 per hour. This position will be eligible for additional compensation through performance-based incentive plan(s) that will correspond to meeting performance goals.

#LI-Remote

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 here to learn more.

Location: 811 MAIN, KANSAS CITY, Missouri 64105

Time Type:
Full time

This job has expired.