Customer Service Representative - Senior Collector

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

Essential Functions

• Collect on high-risk accounts to control loss rates and reduce gross charge off.  According to business need, may be assigned varying levels of collections

• Perform in depth skip tracing as required by account

• Leverage internal Bank resources to obtain customer/account specific information

• Provide guidance and training to team members as necessary

• 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

• Familiarity with repossession requirements, including secured loans

• Familiarity with force-placed insurance, including secured loans

• Familiarity with inbound/outbound/blended dialing environment

• Basic understanding of Debt Settlement and Consumer Credit Counseling programs

• Ability to read and understand a consumer’s credit profile

• Ability to train team members and serve as a mentor

• Ability to prioritize collection effort and expense based on balance, loan type, etc.

• General understanding of collection management software, such as TSYS, SHAW, Debt Management software, 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 collections experience required

• 1+ year skip tracing and/or credit bureau 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 Senior Collector 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, compensation decisions are dependent on the facts and circumstances of each situation. A reasonable estimate of the current base pay is $20.00 to $22.00 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.

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