Call Center Agent - National Bank

Customer Service / 1st Party Collections Representative

Amherst/Williamsville, NY
Full-time | In-office with future Work-from-Home option

Capital Management Services, LP (CMS) is a compliance-focused, well-respected call center headquartered in Amherst, NY. We specialize in 1st party collections and reminder calls on behalf of a well-known national bank - working exclusively with current customers who are 2-90 days behind on their credit card payments. There is no cold calling or old debt involved.

We're expanding and looking for professional, tech-savvy, and customer service-oriented team members to join us. Ideal candidates will be comfortable making outbound calls, navigating technology tools efficiently, and offering account solutions with empathy and professionalism.

Why Work With CMS?

• $17.00/hr starting pay

• Guaranteed increases in your first year (minimum $18/hr within 12 months)

• $150 bonus after 60 days

• No weekend shifts

Schedule:

• Start Date: March 2, 2026

• Training:

  • 3 weeks | Monday - Friday | 9:00 AM - 5:00 PM

• On-the-Job Training:

  • 3 weeks | Monday - Friday | 1:00 PM - 10:00 PM

• Regular Schedule (Post Training):

  • Monday - Friday | 10:00 PM - 7:00 PM

  • No weekends required

Responsibilities:

• Call current customers to remind them of recently missed payments

• Assist customers in understanding options to resolve their past-due balances

• Utilize technology systems for account updates and documentation

• Handle both outbound and inbound calls professionally

• Promote a positive customer experience and represent the bank's offerings

Qualifications:

• Excellent verbal communication and active listening skills

• Strong customer service experience (retail, hospitality, or call center)

• 1st party collections, financial services, or debt resolution experience preferred

• Comfortable using computer systems and entering data accurately

• Typing proficiency

• Bilingual/multilingual skills are a plus

• Must be able to work in-office in Amherst, NY (14221)

Benefits:

• Health, Dental, and Vision insurance

• 401(k) with company match

• Paid Time Off (PTO)

• On-the-job training & career development

• Employee referral bonuses

• Advancement opportunities

Ready to grow your career in a supportive, professional environment?

Join CMS and help make a difference - one customer at a time.