Call Center Collections Agent

POSITION 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.

Are you a persuasive communicator with a talent for turning tough conversations into positive outcomes? We’re looking for a
Collections Agent
who can combine empathy, professionalism, and negotiation skills to help customers resolve outstanding debts while supporting our company’s financial goals.

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.

Key Responsibilities:

• Make outbound calls to customers with overdue accounts to discuss balances and offer tailored repayment solutions.
• Use proven scripts and negotiation strategies to secure payment commitments and resolve delinquencies.
• Communicate with empathy and professionalism, actively listening to concerns and addressing objections.
• Accurately process payments via phone (credit cards, EFTs, and payment plans) in compliance with company protocols.
• Record all customer interactions, payment arrangements, and account updates in our CRM system.
• Follow all applicable laws and regulations, including the Fair Debt Collection Practices Act (FDCPA), ensuring ethical and legal collection practices.
• Track and report on collection performance, call outcomes, and recovery rates.
• Resolve inquiries and elevate complex issues to supervisors when needed, always aiming for a positive customer experience.
• Foster trust and cooperation with customers to encourage timely payments and long-term resolution.

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 required; college coursework a plus.
• Prior experience in collections, customer service, or call center environments preferred.
• Strong verbal and written communication with the ability to explain financial matters clearly and confidently.
• Empathy, active listening, and conflict resolution skills.
• Familiarity with collection software, CRM systems
  , and call center tools is a plus.
• Understanding of debt collection laws and regulatory requirements is highly desirable.
• Strong organizational skills and accuracy in data entry and documentation.
• Ability to stay composed under pressure and thrive in a fast-paced, target-driven environment.
• Willingness to work evenings and weekends
  as needed.

WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?

At MCI, we believe that your hard work deserves recognition and reward. Our compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.

What You Can Expect from MCI:

We understand the importance of balance and support, which is why we offer a variety of benefits and incentives that go beyond a paycheck. Our team members enjoy:

• Paid Time Off: Earn PTO and paid holidays to take the time you need.
• Incentives & Rewards: Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacations and sometimes even cars!
• Health Benefits: Full-time…