Debt Recovery Agent

POSITION OVERVIEW

MCI offers a dynamic work environment in the technology‑enabled business services sector. We are seeking a skilled and results‑driven Debt Recovery Agent to join our team. In this role, you will contact customers with overdue accounts, negotiate payment arrangements, and maintain accurate records while delivering exceptional customer service and adhering to regulatory standards.

• Make outbound calls to customers with past‑due accounts to discuss payment options.
• Negotiate repayment plans and settlements to bring accounts current.
• Offer empathetic solutions to customers experiencing financial hardship.
• Review and analyze account histories to identify overdue payments and determine recovery strategies.
• Accurately document all customer interactions and update account information in the system.
• Provide exceptional customer service by addressing concerns and questions professionally and promptly.
• Educate customers on payment options, account status, and consequences of non‑payment.
• Ensure full compliance with company policies, procedures, and regulatory requirements.
• Communicate effectively with customers, team members, and management.
• Escalate unresolved or complex issues to the appropriate department.
• Meet or exceed individual and team performance goals.
• Maintain a high level of accuracy and efficiency in account handling.
• Participate in ongoing training and development to enhance recovery techniques and stay current with industry regulations.
• Stay informed about updates to company policies and procedures.

• Must be 18 years or older.
• High school diploma or equivalent required.
• Excellent organizational, written, and verbal communication skills.
• Typing speed of 20+ WPM.
• Basic proficiency in Microsoft Office Suite (Excel, Word, Outlook, PowerPoint).
• Familiarity with Windows OS.
• Highly reliable with strong attendance and punctuality.
• Strong problem‑solving, conflict resolution, and negotiation skills.
• Customer service‑oriented: empathetic, responsive, patient, and conscientious.
• Ability to multi‑task, self‑manage, and stay focused in a fast‑paced environment.
• Team‑oriented with excellent interpersonal skills.
• Comfortable working in an environment where change and ambiguity are common.

• Paid Time Off: Earn PTO and paid holidays.
• Incentives & Rewards: Daily, weekly, and monthly contests that include cash bonuses and prizes.
• Health Benefits: Full‑time employees eligible for comprehensive medical, dental, and vision coverage after 60 days; all employees have access to MEC medical plans after 30 days.
• Retirement Savings: Retirement savings programs, where available.
• Disability Insurance: Short‑term disability coverage.
• Life Insurance: Life insurance options.
• Supplemental Insurance: Accident and critical illness insurance.
• Career Growth: Internal promotion focus offers significant advancement opportunities.
• Paid Training: Earn a paycheck while learning new skills.
• Work Environment: Team‑oriented culture that fosters collaboration and engagement.
• Casual Dress Code: Comfortable while you work.

This job operates in a professional office environment. Employees will be largely sedentary, sitting or standing for long periods while using a computer and telephone headset. Employees may need to move around the office, reach in any direction, lift or lower objects, move objects from place to place, hold onto objects, and exert force up to forty (40) pounds.

• Authorized to work in the country where the job is based.
• Willing to submit up to a Level II background and/or security investigation with a fingerprint; job offer contingent on results.
• Willing to submit to drug screening; job offer contingent on results.

Consistent with the Americans with Disabilities Act (ADA), MCI and affiliates provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources.

At MCI and its subsidiaries, we embrace differences and believe diversity benefits our employees, company, customers, and community. All aspects of employment are based solely on a person’s merit and qualifications. MCI maintains a work environment free from discrimination, treating employees with dignity and respect. MCI will consider qualified applicants with criminal histories in accordance with local and federal requirements. MCI will not tolerate discrimination or harassment based on any of the characteristics listed in the EEO statement.