Entry-Level 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.

We are seeking a Collections Agent to join our team and play a key role in recovering outstanding debts while maintaining respectful and solution-focused customer relationships. This position requires strong communication and negotiation skills, attention to detail, and a commitment to compliance and customer service excellence.

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:

• Place 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 in a professional and empathetic manner
  , actively listening and addressing concerns or objections.
• Provide accurate information about
  account status, 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 customer interactions, payment arrangements, and account updates 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
  .
• Maintain accurate and up-to-date records of customer interactions and account statuses.
• Generate reports and metrics related to
  collection performance, call outcomes
  , and recovery rates.
• Provide
  exceptional customer service by resolving inquiries and escalating complex cases when necessary.
• Build
  rapport and trust
  with customers to foster cooperation and positive outcomes.

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;
  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

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…