Customer Account Representative – First-Party Personal Loan Servicing

Capital Management Services; Buffalo (NY); On-site; USD 48,712,000 - 58,520,000; Full time

Benefits offered by this job

Medical, Dental, Vision Insurance

401(k) with company match

Paid Time Off

Fully paid training

Employee Referral Program

Career advancement opportunities

All equipment provided

Job summary

Capital Management Services in Buffalo, NY is seeking a Customer Account Representative for first-party personal loan servicing. The role includes handling calls, guiding customers with payment options, and maintaining a professional service standard. Training begins September 14, 2026.

You will work with personal loans ranging from $8,000 to $40,000, focusing on past-due accounts from 2 to 90 days and aiming to bring them current while delivering exceptional service.

Qualifications

• Previous first-party collections or financial services experience preferred.
• Professional phone presence and strong communication skills.
• Excellent customer service and problem-solving abilities.
• Comfortable working in a fast-paced, goal-oriented environment.

Responsibilities

• Handle inbound and outbound calls regarding personal loan accounts.
• Discuss payment options and assist customers with resolving recently missed payments.
• Build rapport while maintaining a professional and empathetic approach.
• Accurately review account information and document customer interactions.
• Navigate multiple computer systems efficiently.
• Meet individual and team performance goals while maintaining compliance standards.

Skills

Phone presence

Communication skills

Customer service

Problem-solving

Attendance

Job description

Customer Account Representative – First-Party Personal Loan Servicing

Buffalo, NY | Full-Time | Starting at $17.00/hour + Up to $500/Month in Performance Bonuses

Capital Management Services (CMS) is hiring for our September 14th, 2026 training class!

CMS is a Buffalo-based company specializing in first‑party account servicing for a nationally recognized financial institution. In this role, you will work with customers who have personal loans ranging from $8,000 to $40,000, helping them resolve recently missed payments and identify repayment solutions.

This is first-party account servicing-not third-party debt collection or charged-off debt recovery. We are looking for professional, customer-focused individuals who can communicate confidently and represent our client with the highest level of professionalism.

What You'll Do

As a Customer Account Representative, you'll work with customers whose personal loans are between 2 and 90 days past due, helping them bring their accounts current while providing exceptional customer service.

Responsibilities include:

• Handle inbound and outbound calls regarding personal loan accounts.
• Discuss payment options and assist customers with resolving recently missed payments.
• Build rapport while maintaining a professional and empathetic approach.
• Accurately review account information and document customer interactions.
• Navigate multiple computer systems efficiently.
• Meet individual and team performance goals while maintaining strict compliance standards.

What We're Looking For

• Previous first-party collections or financial services experience preferred
• Professional phone presence and strong communication skills
• Excellent customer service and problem-solving abilities
• Comfortable working in a fast-paced, goal-oriented environment
• Basic computer proficiency and the ability to multitask
• Reliable attendance and a strong work ethic

Compensation & Benefits

• Starting pay of $17.00 per hour
• Earn up to $500 per month in performance bonuses
• Fully paid training
• Paid Time Off
• Medical, Dental, and Vision Insurance
• 401(k) with company match
• Employee Referral Program
• Career advancement opportunities
• All equipment provided

Paid Training

Training begins September 14th , 2026

Position Details

• Full-Time
• 40 hours per week
• On-site in Buffalo, NY

If you're looking for a career with a stable company that values professionalism, customer service, and employee development, we'd love to hear from you.