Call Center Agent - National Bank

Capital Management Services, LP; Buffalo (NY); On-site; USD 22,000 - 31,000; Full time

Benefits offered by this job

Health insurance

401(k) with company match

Paid Time Off (PTO)

Paid training

Career development and advancement

Future work-from-home opportunities

Employee referral bonuses

$150 bonus after 60 days

Job summary

Capital Management Services, LP (CMS) is hiring for a Customer Service / 1st Party Collections Representative in Amherst/Williamsville, NY. The role is full-time and in-office with an evening schedule and no weekend shifts.

You will work with current customers who are behind on payments, offering options to resolve balances while maintaining empathy, professionalism, and compliance. Training is provided with potential for future work-from-home opportunities.

Qualifications

• Excellent verbal communication and active listening skills.
• Strong customer service experience in retail, hospitality, call center, financial services, or a similar environment.
• 1st party collections, financial services, or debt resolution experience preferred.
• Comfortable making outbound calls and discussing account balances.
• Strong computer and technology skills.

Responsibilities

• No weekends required.
• Contact current customers regarding recently missed credit card payments.
• Assist customers in understanding options to resolve past-due balances.
• Provide professional, respectful, and solutions-focused customer service.
• Handle both outbound and inbound customer calls.
• Navigate multiple computer systems efficiently.
• Accurately document account activity and customer interactions.
• Maintain compliance with client, company, and regulatory requirements.
• Represent CMS and our banking partner professionally during every interaction.

Skills

Verbal communication

Active listening

Customer service

Outbound calls

Tech skills

Systems navigation

Data entry

Typing

Bilingual (plus)

Job description

• Monday–Friday schedule

Customer Service / 1st Party Collections Representative

Evening Shift – In-Office

Amherst/Williamsville, NY

Full-Time | In-Office with Future Work-from-Home Opportunity

Starting Pay: $19.00/hour

About The Position

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.

In this role, you will work exclusively with current customers who are approximately 2–90 days behind on their credit card payments. This is not traditional third-party debt collection—there is no cold calling and no old debt.

We're expanding our team and looking for professional, tech-savvy, and customer service-oriented individuals who are comfortable communicating with customers, navigating multiple technology systems, and offering account solutions with empathy and professionalism.

Why Work With CMS?

• $19.00/hour starting pay
• $150 bonus after 60 days
• Monday–Friday schedule
• No weekends
• Paid training and on-the-job development
• Future work-from-home opportunities
• Opportunities for advancement

Schedule

Start Date: Tuesday, October 12, 2026

Training

3 weeks | Monday–Friday | 8:00 AM–4:30 PM

Training begins Tuesday, September 8. Candidates must be available to attend the full training program.

On-the-Job Training

4 weeks | Monday–Friday | 1:00 PM–10:00 PM

Following classroom training, employees transition into four weeks of hands-on, on-the-job training.

Regular Schedule – After Training

Monday–Friday | 10:00 AM–7:00 PM

Responsibilities

No weekends required.

• Contact current customers regarding recently missed credit card payments
• Assist customers in understanding available options to resolve past-due balances
• Provide professional, respectful, and solutions-focused customer service
• Handle both outbound and inbound customer calls
• Navigate multiple computer systems efficiently
• Accurately document account activity and customer interactions
• Maintain compliance with client, company, and regulatory requirements
• Represent CMS and our banking partner professionally during every customer interaction

Qualifications

• Excellent verbal communication and active listening skills
• Strong customer service experience in retail, hospitality, call center, financial services, or a similar environment
• 1st party collections, financial services, or debt resolution experience preferred
Comfortable making outbound calls and discussing account balances
• Strong computer and technology skills
• Ability to navigate multiple systems while communicating with customers
• Accurate data-entry and typing skills
• Bilingual or multilingual skills are a plus
• Must be able to work in-office in Amherst, NY 14221
• Must be available for the required training and on-the-job training schedules

Benefits

• $19.00/hour starting wage
• Health, Dental, and Vision insurance
• 401(k) with company match
• Paid Time Off (PTO)
• Paid training
• Career development and advancement opportunities
• Future work-from-home opportunities
• Employee referral bonuses
• $150 bonus after 60 days

Build Your Career With CMS

If you're looking for a professional customer service position with competitive starting pay, no weekends, paid training, and opportunities for advancement, CMS offers an opportunity to build valuable experience in the financial services industry.

Join our team and help current customers find solutions while building your career with Capital Management Services, LP.

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