Customer Service Representative – Early Collections (Hybrid) Commerce Bank


Location: KC Downtown 811 Main (825 Main)

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.


  • 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)
  • This role is categorized as hybrid/flexible; meaning, a team member may work remotely from home except for when the business need arises and for "moments that matter"; training will take place in person

Qualifications / Requirements

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

***Level of role (I or II) is determined by knowledge, experience, skills, abilities, and education

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