Contact Center Collections Representative

Job Description

Job Description

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’re hiring a  results-driven Collections Representative to join our dynamic  BPO contact center . In this role, you’ll be responsible for contacting customers with overdue accounts, negotiating payment arrangements, and maintaining accurate records all while delivering exceptional customer service.

If you have strong communication skills, a persuasive personality, and a commitment to resolving financial issues with professionalism and empathy, we want to hear from you!

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.

Responsibilities

Key Responsibilities:

• Make  outbound calls to customers regarding overdue payments and account status.
• Negotiate  payment plans and settlements in line with company policies and customer circumstances.
• Update customer accounts and document all collection activities accurately in the system.
• Follow up on  broken promises and maintain consistent contact with debtors.
• Handle  disputes professionally and escalate complex cases to the appropriate department.
• Ensure full  compliance with regulatory standards and maintain confidentiality of customer information.
• Meet or exceed  daily and monthly collection targets and call quality standards.

Qualifications

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 and dedicated and should possess the below qualities:

• Must be 18 years or older
• High school diploma or equivalent required; further education is a plus
• 1–2 years of experience in collections or a similar  contact center role
• Strong  negotiation and conflict resolution skills
• Ability to remain  calm and professional under pressure
• Familiarity with  debt collection laws and practices
• Fluency in English required;  Spanish fluency is a strong advantage