Debt Recovery Representatives

POSITION OVERVIEW

Tampa, FL

Debt Recovery Representative – MCI

MCI is a leading tech‑enabled business services company that delivers Customer Experience (CX), Business Process Outsourcing (BPO), and cloud technology solutions across multiple industries.

We are looking for a driven, empathetic negotiator to manage delinquent accounts, resolve disputes, and negotiate repayment plans while maintaining high standards of customer service and compliance.

• Make outbound calls to customers with delinquent accounts to discuss balances and payment options.
• Use scripted dialogues and proven negotiation techniques to encourage timely payments and resolve outstanding debts.
• Engage with customers professionally and empathetically, actively listening and addressing concerns.
• Provide accurate account information, payment terms, and consequences of non‑payment.
• Process payments over the phone, including credit card transactions, EFTs, and payment arrangements, ensuring accuracy and compliance.
• Document all interactions and payment arrangements in the collections system or CRM.
• Adhere to regulatory requirements and company policies, including the Fair Debt Collection Practices Act (FDCPA).
• Ensure all collection activities are conducted ethically, professionally, and legally.
• Generate reports and metrics related to collection performance, call outcomes, and recovery rates.
• Resolve inquiries and, when necessary, elevate complex cases.
• Build rapport and trust with customers to foster cooperation and positive outcomes.

• High school diploma or equivalent; college coursework or degree preferred.
• Proven experience in collections, customer service, or contact center environments.
• Strong verbal and written communication skills.
• Excellent interpersonal abilities, including active listening, empathy, and conflict resolution.
• Ability to remain calm and professional under pressure.
• Familiarity with collection software, CRM systems, and call center technology is a plus.
• Knowledge of debt collection laws and compliance requirements preferred.
• Strong attention to detail, organizational skills, and proficiency in data entry.
• Willingness to work flexible hours, including evenings and weekends as needed.

• Must be authorized to work in the U.S. 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 results.
• Must be willing to submit to drug screening; job offers are contingent on results.

• Paid Time Off, including holidays.
• Incentives & Rewards through daily, weekly, and monthly contests.
• Health Benefits:
  
  comprehensive medical, dental, and vision coverage after required periods.
• Retirement Savings plans where available.
• Disability and life insurance options.
• Supplemental insurance for accident and critical illness.
• Career growth through internal promotion opportunities.
• Paid training to develop new skills.
• Casual dress code.

The position is performed in a professional office environment. The employee will be largely sedentary, sitting or standing for long periods while using a computer and telephone headset. Duties include operating office equipment and moving or lifting up to forty (40) pounds, and sometimes moving around the office.

Consistent with the Americans with Disabilities Act, MCI provides reasonable accommodations for qualified applicants or employees with a disability, unless undue hardship results. Please contact Human Resources for assistance.

MCI is committed to equal employment opportunity. Employment decisions are based solely on merit, qualifications, and business needs. MCI does not discriminate on the basis of age, ancestry, color, family or medical leave, gender identity or expression, genetic information, marital status, medical condition, national origin, disability, political affiliation, veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other protected characteristic.

MCI welcomes qualified applicants with criminal histories in compliance with applicable laws.