Call Center (Remote

MCI is one of the fastest-growing technology-enabled business services companies in the United States, delivering Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) solutions across industries including healthcare, retail, government, education, telecommunications, technology, e-commerce, and financial services. With a combination of on-site and remote contact center operations, MCI leverages advanced technologies to enhance customer experiences, improve operational efficiency, and support clients worldwide while fostering continuous learning and career development for its employees.

The Call Center Collections Representative is responsible for communicating with customers regarding overdue accounts, negotiating repayment solutions, maintaining accurate account records, and ensuring compliance with debt collection regulations. This role requires strong communication, negotiation, and problem-solving skills while delivering professional and empathetic customer service in a fast-paced contact center environment.

• Customer Collections & Communication
• Contact customers via phone and email regarding overdue accounts.
• Discuss outstanding balances and available payment options.
• Build positive customer relationships through respectful and solution-focused communication.
• Handle customer inquiries professionally and empathetically.
• Explain payment arrangements and collection procedures clearly.
• Deliver exceptional customer service while maintaining collection objectives.
• Negotiate realistic repayment plans and settlement agreements.
• Work with customers to identify suitable payment solutions.
• Follow up on missed payments and broken payment commitments.
• Resolve account issues while maintaining positive customer relationships.
• Encourage timely payments through effective communication techniques.
• Support customers in achieving mutually beneficial resolutions.
• Account Management & Documentation
• Update customer payment statuses and account information accurately.
• Document all customer interactions and collection activities.
• Maintain organized and detailed account records.
• Process account updates promptly within company systems.
• Ensure all documentation meets internal quality standards.
• Maintain confidentiality when handling sensitive customer information.
• Compliance & Operational Excellence
• Ensure collection activities comply with company policies.
• Follow applicable debt collection laws and regulatory requirements.
• Maintain accuracy in all collection and documentation processes.
• Meet daily and monthly collection performance goals.
• Demonstrate professionalism while handling challenging customer situations.
• Contribute to operational efficiency and service quality improvements.
• Team Collaboration & Professional Development
• Participate in paid training and ongoing learning opportunities.
• Collaborate with supervisors and team members to achieve business objectives.
• Develop negotiation and conflict-resolution skills.
• Maintain productivity in a results-driven environment.
• Support a positive and collaborative team culture.
• Continuously improve customer service and collections performance.

• Must be at least 18 years of age.
• High school diploma or GED.
• Bilingual in English and Spanish.
• Strong negotiation and conflict-resolution skills.
• Excellent verbal and written communication skills.
• Ability to remain calm, professional, and empathetic under pressure.
• Strong organizational and documentation skills.
• Ability to meet performance goals in a fast-paced environment.
• Authorization to work in the country where the position is based.
• Ability to successfully complete required background/security investigations and drug screening, where applicable.

• Previous experience in collections.
• Experience in customer service or call center environments.
• Familiarity with debt collection laws and industry best practices.
• Experience working with customer account management systems.
• Strong problem-solving and relationship-building abilities.

• Paid time off and paid holidays.
• Medical, dental, and vision insurance for eligible employees.
• Retirement savings programs, where available.
• Short-term disability insurance.
• Life insurance.
• Supplemental accident and critical illness insurance.
• Paid training.
• Daily, weekly, and monthly incentive programs with cash bonuses and prizes.
• Casual dress code.
• Team-oriented and engaging work environment.

MCI is an Equal Opportunity Employer committed to creating a diverse, inclusive, and respectful workplace. Employment decisions are based solely on merit, qualifications, and business needs without discrimination based on any characteristic protected by applicable law. The company is committed to providing reasonable accommodations for qualified individuals with disabilities in accordance with applicable laws and regulations.