Customer Service Representative - Collections

CollectorBuilding a career at Commerce 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. 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 160 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 RangeHourly: $18.00 - $20.50 (Amount based on relevant experience, skills, and competencies.)About This JobThe 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 FunctionsCollect on low-risk accounts to minimize the bank's 30+ delinquency rate. Business need may dictate assignment to varying levels of collectionsAssist the consumer in a professional and empathetic manner to interpret their financial situation, reason for delinquency, and provide guidance to limit loss to the bankNegotiate repayment options by asking questions and offering applicable solutionsHandle incoming and outgoing calls to customers with current and past due accounts, and leave messages as necessaryProvide proper documentation and account maintenance while maintaining and acceptable level of quality assurance and productivityPerform other duties as assignedWork ScheduleMonday - Thursday 8:00am- 7:00pm; Friday 8:00am - 5:00pm, Saturday 8:00am- 12:00pmWeekly flexible prime-time hours required (3:00pm-7:00pm Monday - Thursday, Friday afternoon 1:00pm-5:00pm, or Saturday 8:00am-12:00pm)Work Location"Moments that Matter!" At Commerce Bank, we believe our team members are in tune with the needs of their respective role and professional enough to know when they should be in-person. This role is categorized as hybrid/flexible; meaning, a team member may work remotely from home except for those "moments that matter" and should live within a 3-hour radius of the Kansas City or St. Louis Commerce Bank locations.Knowledge, Skills & Abilities RequiredGeneral understanding of collection management software, such as TSYS, SHAW, DM9, etc.Familiarity with inbound/outbound/blended dialing environmentExcellent customer service skillsAbility to maintain a high degree of confidentialityMotivated and organized self-starter with strong attention to detail and the ability to manage multiple prioritiesInquisitive, agile and strong team player with excellent written, verbal and interpersonal communication skillsAbility 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 valuesBasic level proficiency with Microsoft Word, Excel and OutlookEducation & ExperienceHigh School Diploma or equivalent combination of education and experience required1+ year customer service experience requiredCollections experience preferredRemote Schedule: Work primarily from home*Must be eligible to work in the U.S. without sponsorship now or in the future**Level of role is determined by knowledge, experience, skills, abilities, and education***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 & II job and contemplates a wide range of factors that are considered in determining most appropriate job level and 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 $18.00 to $20.50 per hour.#LI-Hybrid#LI-MC1The 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.