Overview
MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers are powered by both on-site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs.
At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry-leading organization.
We are seeking aCollections Agentto join our team and play a key role in recovering outstanding debts while maintaining respectful and solution-focused customer relationships. This position requires strong communication and negotiation skills, attention to detail, and a commitment to compliance and customer service excellence.
To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.
Responsibilities
Key Responsibilities:
- Placeoutbound callsto customers with delinquent accounts to discuss balances and payment options.
- Usescripted dialogues and proven negotiation techniquesto encourage timely payments and resolve outstanding debts.
- Engage with customers in aprofessional and empathetic manner, actively listening and addressing concerns or objections.
- Provide accurate information aboutaccount status, payment terms, and consequences of non-payment.
- Process payments over the phone, includingcredit card transactions, EFTs, and payment arrangements, ensuring accuracy and compliance.
- Document all customer interactions, payment arrangements, and account updates in thecollections system or CRM.
- Adhere toregulatory requirementsand company policies, including theFair Debt Collection Practices Act (FDCPA).
- Ensure all collection activities are conductedethically, professionally, and legally.
- Maintain accurate and up-to-date records of customer interactions and account statuses.
- Generate reports and metrics related tocollection performance, call outcomes, and recovery rates.
- Provideexceptional customer serviceby resolving inquiries and escalating complex cases when necessary.
- Buildrapport and trustwith customers to foster cooperation and positive outcomes.
Qualifications
WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?
All positive, and driven applicants are encouraged to apply. The Ideal candidates for this position are highly motivated, dedicated and should possess the below qualities:
- High school diploma or equivalent;college coursework or degree preferred
- Proven experience incollections, customer service, or contact centerenvironments
- Strongverbal and written communicationskills
- Excellentinterpersonal abilities, including active listening, empathy, and conflict resolution
- Ability to remaincalm and professional under pressure
- Familiarity withcollection software, CRM systems, and call center technology is a plus
- Knowledge ofdebt collection laws and compliance requirementspreferred
- Strongattention to detail, organizational skills, and proficiency in data entry
- Willingness to workflexible hours, including evenings and weekends as needed
