Collections Representative

POSITION OVERVIEW

Las Cruces, NM

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.

We’re seeking a skilled Collections Representative to join our team and take ownership of resolving overdue accounts while delivering exceptional customer service. If you’re a confident communicator with a knack for negotiation and a commitment to compliance, this is your opportunity to make a meaningful impact.

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.

• Outbound Collections:
  Initiate calls to customers with past‑due accounts to discuss balances and payment options.
• Payment Negotiation:
  Develop and negotiate repayment plans and settlements tailored to customer circumstances.
• Customer Support:
  Offer empathetic solutions to customers facing financial hardship to help them maintain account standing.
• Account Review:
  Analyze account histories to identify overdue payments and determine appropriate collection strategies.
• Documentation:
  Accurately record all customer interactions, payment arrangements, and account updates in the system.
• Education & Guidance:
  Inform customers about payment options, account status, and potential consequences of non‑payment.
• Compliance:
  Adhere to all company policies, procedures, and regulatory requirements, including debt collection laws.
• Collaboration:
  
  Communicate effectively with customers, team members, and management; elevate unresolved issues as needed.
• Performance Goals:
  Meet or exceed individual and team collection targets while maintaining high service standards.
• Continuous Learning:
  Participate in training programs to enhance collection techniques and stay current on industry regulations and company updates.

• Must be 18 years or older.
• High school diploma or equivalent required.
• Excellent written and verbal communication skills.
• Typing speed of 20+ WPM.
• Basic proficiency in Microsoft Office Suite (Excel, Word, Outlook, PowerPoint).
• Familiarity with Windows OS.
• Reliable and punctual with strong attendance record.
• 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 dynamic environment.
• Team player with a strong customer‑first mindset.
• Comfortable working in a fast‑paced, evolving environment.
• Excellent interpersonal skills and ability to build rapport with customers and colleagues.

• Must be authorized to work in the country where the job is based.
• Must be willing to submit up to a Level II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results.
• Must be willing to submit to drug screening. Job offers are contingent on drug screening results.

• Competitive starting compensation based on experience, with opportunities for advancement and performance incentives.
• Paid Time Off and paid holidays.
• Health, dental, and vision coverage for full‑time employees after 60 days of employment (and access to MEC…