Customer Service / 1st Party Collections Representative

Capital Management Services•Buffalo, NY

10d•Onsite

About The Position

Capital Management Services, LP (CMS) is hiring an in-office Customer Service / 1st Party Collections Representative in Amherst, NY. CMS is a compliance-focused call center headquartered in Amherst and specializes in first-party collections and reminder calls on behalf of a national bank. Representatives work exclusively with current customers who are approximately 2–90 days behind on credit card payments. The role does not involve cold calling or collecting old debt. The representative contacts customers about recently missed payments, explains options for resolving past-due balances, and provides respectful, solutions-focused customer service. The position involves inbound and outbound calls, navigating multiple computer systems, documenting account activity accurately, and complying with client, company, and regulatory requirements. Starting pay is $19.00 per hour. The role is in-office, with future work-from-home opportunities. A Monday–Friday schedule is provided, with no weekends required. The next paid training class starts Monday, November 9, 2026. Classroom training lasts three weeks, Monday–Friday, 8:00 AM–4:30 PM, followed by four weeks of on-the-job training, Monday–Friday, 1:00 PM–10:00 PM. After training, the regular schedule is Monday–Friday, 10:00 AM–7:00 PM. Candidates must be available for the full training and on-the-job training schedules. CMS conducts a seven-year background check and drug screen for potential hires.

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 communicating with customers.
Accurate data-entry and typing skills.
Must be able to work in-office in Amherst, NY 14221.
Must be available for the required classroom and on-the-job training schedules.
Potential hires are subject to a seven-year background check and drug screen.

Nice To Haves

Experience in first-party collections, financial services, or debt resolution.
Bilingual or multilingual skills.

Responsibilities

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 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 during customer interactions.