Customer Service / 1st Party Collections Representative

Capital Management Services•Buffalo, NY

11d•Onsite

About The Position

Capital Management Services, LP (CMS), a compliance-focused call center headquartered in Amherst, NY, is hiring a Customer Service / 1st Party Collections Representative to handle 1st party collections and reminder calls on behalf of a national bank. The representative works exclusively with current customers who are approximately 2–90 days behind on credit card payments. This is not third-party debt collection; the role does not involve cold calling or old debt. The position is in-office in Amherst, NY, with future work-from-home opportunities. Starting pay is $19.00 per hour, with a $150 bonus after 60 days. The schedule includes three weeks of paid classroom training, Monday–Friday from 8:00 AM to 4:30 PM, beginning November 9, 2026. This is followed by four weeks of on-the-job training, Monday–Friday from 1:00 PM to 10:00 PM. After training, the regular schedule is Monday–Friday from 10:00 AM to 7:00 PM. Weekends are not required. Candidates must be available for the full training program and the specified on-the-job training schedule. The role is suited to professional, technology-comfortable, customer service-oriented people who can communicate with customers, navigate multiple systems, and discuss account solutions with empathy and professionalism. CMS offers paid training, career development and advancement opportunities, and employee referral bonuses. Applicants are subject to a seven-year background check and drug screen.

Requirements

Excellent verbal communication and active listening skills.
Strong customer service experience in retail, hospitality, a call center, financial services, or a similar environment.
Comfort making outbound calls and discussing account balances.
Strong computer and technology skills, including the ability to navigate multiple systems while speaking with customers.
Accurate data-entry and typing skills.
Ability to work in-office in Amherst, NY 14221.
Availability for the full required classroom and on-the-job training schedules.

Nice To Haves

Experience in 1st party collections, financial services, or debt resolution.
Bilingual or multilingual skills.

Responsibilities

Contact current customers regarding recently missed credit card payments.
Help customers understand available options for resolving past-due balances.
Provide professional, respectful, solutions-focused customer service.
Handle inbound and outbound customer calls.
Navigate multiple computer systems efficiently while communicating with customers.
Accurately document account activity and customer interactions.
Maintain compliance with client, company, and regulatory requirements.
Represent CMS and its banking partner professionally in every customer interaction.