Experienced Customer Service Representative - Senior Collector for Remote Collections Team

Introduction to Commerce Bank

At Commerce Bank, we're not just building a career ladder; we're creating a pathway to financial safety and success for our customers, while fostering a culture that prioritizes the growth and well-being of our employees. With over 155 years of experience, we've learned that our people are our greatest investment, and we're committed to providing them with the resources and opportunities they need to thrive. Our award-winning culture is built on a foundation of community, connection, and mutual support, and we're excited to welcome like-minded individuals to our team.

About the Role

We're seeking an experienced Customer Service Representative - Senior Collector to join our remote collections team. As a Senior Collector, you will play a critical role in controlling loss rates, reducing gross charge-offs, and providing exceptional customer service to our clients. This is an excellent opportunity for individuals with a strong background in collections, skip tracing, and customer service to take their skills to the next level and make a meaningful impact on our organization.

Key Responsibilities

• Collect on high-risk accounts to control loss rates and reduce gross charge-offs, with varying levels of collections assigned according to business needs
• Perform in-depth skip tracing as required by account, leveraging internal Bank resources to obtain customer/account-specific information
• Provide guidance and training to team members as necessary, serving as a mentor and role model for junior collectors
• Quickly identify irregularities in spending, possible identity theft, or fraud, and take prompt action to mitigate potential losses
• Generate and send various customer-facing communications regarding account activity, ensuring timely and effective communication with clients
• 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, working collaboratively with clients to find mutually beneficial solutions
• 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, ensuring accurate and up-to-date records while maintaining an acceptable level of quality assurance and productivity
• Perform other duties as assigned, demonstrating flexibility and adaptability in a fast-paced collections environment

Essential Qualifications

To be successful in this role, you will need:

• A High School Diploma or equivalent combination of education and experience, with an Associate's degree in Business Administration preferred
• 2+ years of collections experience, with a strong understanding of debt settlement and consumer credit counseling programs
• 1+ year of skip tracing and/or credit bureau experience, with the ability to read and understand a consumer's credit profile
• Excellent customer service skills, with the ability to maintain a high degree of confidentiality and handle sensitive information with discretion
• Basic level proficiency with Microsoft Word, Excel, and Outlook, with the ability to learn and adapt to new software and systems
• Familiarity with inbound/outbound/blended dialing environments, with experience working in a fast-paced collections environment
• Ability to prioritize collection efforts and expenses based on balance, loan type, and other factors, with a strong understanding of collection management software and principles

Preferred Qualifications

While not required, the following qualifications are preferred:

• Experience working in a remote or virtual environment, with the ability to self-motivate and work independently
• Strong understanding of collection management software, such as TSYS, SHAW, or Debt Management software
• Experience with credit reporting and credit scoring, with a strong understanding of consumer credit laws and regulations
• Bi-lingual or multi-lingual skills, with the ability to communicate effectively with clients from diverse backgrounds

Skills and Competencies

To excel in this role, you will need to possess the following skills and competencies:

• Excellent communication and interpersonal skills, with the ability to build strong relationships with clients and colleagues
• Strong problem-solving and analytical skills, with the ability to think critically and creatively in a fast-paced environment
• Ability to work in a team environment, with a strong sense of collaboration and mutual support
• Strong attention to detail, with the ability to maintain accurate and up-to-date records and reports
• Ability to adapt to changing circumstances and priorities, with a strong sense of flexibility and resilience

Career Growth and Development

At Commerce Bank, we're committed to helping our employees grow and develop in their careers. As a Senior Collector, you will have access to a range of training and development opportunities, including:

• On-the-job training and coaching, with regular feedback and performance evaluations
• Formal training programs, including collections and customer service training
• Opportunities for advancement and career progression, with a clear path for professional growth and development
• Access to industry conferences and seminars, with the opportunity to network with professionals and stay up-to-date on industry trends and best practices

Work Environment and Company Culture

Our company culture is built on a foundation of community, connection, and mutual support. As a remote employee, you will be part of a virtual team that values collaboration, open communication, and teamwork. We offer a range of benefits and perks, including:

• Flexible working hours and remote work arrangements, with the ability to work from home or a remote location
• Competitive salary and benefits package, with a range of health, dental, and vision insurance options
• 401(k) and retirement savings plan, with employer matching and contribution options
• Opportunities for professional growth and development, with a clear path for career advancement and progression
• Access to employee recognition and reward programs, with regular feedback and performance evaluations

Compensation and Benefits

The compensation range for this role is $20.00 - $22.00 per hour, depending on experience and qualifications. In addition to a competitive salary, we offer a range of benefits and perks, including:

• Employer-sponsored health, dental, and vision insurance, with a range of plan options and coverage levels
• 401(k) and retirement savings plan, with employer matching and contribution options
• Life insurance and disability benefits, with a range of coverage options and levels
• Paid vacation and personal time, with a generous leave policy and flexible scheduling options
• Opportunities for career development and education assistance, with a range of training and development programs

Conclusion

If you're a motivated and experienced collections professional looking for a new challenge, we encourage you to apply for this exciting opportunity. As a Senior Collector with Commerce Bank, you will have the chance to make a meaningful impact on our organization, while developing your skills and advancing your career. Don't miss out on this opportunity to join our team and take your career to the next level. Apply now and take the first step towards a rewarding new role.

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