Call Center Agent - National Bank

Customer Service / 1st Party Collections Representative (In-Office)

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.

A valid, unexpired government-issued photo  required for this role as part of the credentialing process.

Accepted forms of identification include:

• State-issued driver's licenses
• State-issued identification cards
• Valid U.S. passports

Please note:

• Learner's permits are not accepted for this project.
• Temporary paper IDs, receipts for replacement IDs, or expired identification documents cannot be accepted for credentialing purposes.
• Candidates must possess the physical  to their training start date to successfully complete onboarding and system credentialing requirements.

• $19.00/hr starting pay
• Guaranteed increases in your first year
• $150 bonus after 60 days
• No weekend shifts

• Start Date:
  
  June 29, 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 AM - 7:00 PM, No weekends required

• 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

• 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)

• Health, Dental, and Vision insurance
• 401(k) with company match
• Paid Time Off (PTO)
• On-the-job training & career development
• Work-from-home opportunities
• Employee referral bonuses
• Advancement opportunities

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

We conduct a 7 year background check and drug screen for all potential hires.