Collections Agent

LOCATION

Cape Town, ZA

MCI is a global business services company delivering Customer Experience (CX), Business Process Outsourcing (BPO) and technology solutions across multiple industries and countries. Our teams use people, technology and innovation to help organizations improve their experiences and business performance.

We’re looking for experienced Collections Agents to join our team and support customers with account balances, overdue payments, and payment-related concerns.

In this role, you’ll engage directly with customers to discuss outstanding balances, resolve billing and payment issues, establish payment arrangements, and assist with account recovery. You’ll be responsible for managing collection activities while maintaining a professional and customer-focused approach throughout every interaction.

The successful candidate will be confident handling financial conversations, skilled at resolving customer concerns, and able to balance effective collections with a positive customer experience.

Key Responsibilities:

• Contact customers regarding overdue accounts, outstanding balances, and payment concerns through phone and other communication channels.
• Assist customers with making payments and understanding their account balances, payment due dates, and account status.
• Discuss and arrange appropriate payment solutions with customers in accordance with established guidelines.
• Investigate and resolve billing questions, payment discrepancies, disputes, and account-related concerns.
• Assist customers with questions relating to service interruptions resulting from overdue accounts and explain available options for restoring services.
• Follow up on outstanding balances and monitor accounts to encourage timely payment and reduce delinquency.
• Accurately document customer interactions, payment arrangements, account updates, and collection activities.
• Work with internal teams to investigate and resolve account or billing issues efficiently.
• Maintain a professional, empathetic, and solution-oriented approach when handling sensitive financial conversations.
• Follow company policies, procedures, quality standards, and applicable regulatory requirements.
• Meet individual and team performance goals related to collections, quality, productivity, and customer satisfaction.

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 and dedicated and should possess the below qualities:

• Grade 12 / National Senior Certificate (NSC) or an equivalent qualification.
• 2–3 years of experience in collections, accounts receivable, credit control, or a collections-focused contact centre environment.
• Must successfully pass a drug screening assessment.
• Excellent verbal and written communication skills.
• Strong negotiation, communication, problem-solving, and conflict-resolution skills.
• Excellent attention to detail and organizational abilities.
• Ability to remain professional, patient, empathetic, and solution-focused when handling sensitive account and payment matters.
• Comfortable working with multiple systems in a fast-paced customer service environment.
• Proficiency in Microsoft Office and experience using CRM, billing, or customer account management systems is an advantage.
• Ability to meet performance, quality, productivity, and customer service expectations in a results-driven environment.

MCI helps customers take on their CX and DX challenges differently, creating industry-leading solutions that deliver exceptional experiences and drive optimal performance. MCI assists companies with business process outsourcing, staff augmentation,…