Collections Representative

POSITION OVERVIEW

Las Cruces, NM 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. We’re seeking a skilled Collections Representative to join our team and take ownership of resolving overdue accounts while delivering exceptional customer service. If you’re a confident communicator with a knack for negotiation and a commitment to compliance, this is your opportunity to make a meaningful impact. 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

Outbound Collections: Initiate calls to customers with past‑due accounts to discuss balances and payment options. Payment Negotiation: Develop and negotiate repayment plans and settlements tailored to customer circumstances. Customer Support: Offer empathetic solutions to customers facing financial hardship to help them maintain account standing. Account Review: Analyze account histories to identify overdue payments and determine appropriate collection strategies. Documentation: Accurately record all customer interactions, payment arrangements, and account updates in the system. Education & Guidance: Inform customers about payment options, account status, and potential consequences of non‑payment. Compliance: Adhere to all company policies, procedures, and regulatory requirements, including debt collection laws. Collaboration: Communicate effectively with customers, team members, and management; elevate unresolved issues as needed. Performance Goals: Meet or exceed individual and team collection targets while maintaining high service standards. Continuous Learning: Participate in training programs to enhance collection techniques and stay current on industry regulations and company updates.

CANDIDATE QUALIFICATIONS

Must be 18 years or older. High school diploma or equivalent required. Excellent written and verbal communication skills. Typing speed of 20+ WPM. Basic proficiency in Microsoft Office Suite (Excel, Word, Outlook, PowerPoint). Familiarity with Windows OS. Reliable and punctual with strong attendance record. Strong problem‑solving, conflict resolution, and negotiation skills. Customer service‑oriented: empathetic, responsive, patient, and conscientious. Ability to multi‑task, self‑manage, and stay focused in a dynamic environment. Team player with a strong customer‑first mindset. Comfortable working in a fast‑paced, evolving environment. Excellent interpersonal skills and ability to build rapport with customers and colleagues.

EMPLOYMENT CONDITIONS & REQUIREMENTS

Must be authorized to work in the country 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 background/security investigation results. Must be willing to submit to drug screening. Job offers are contingent on drug screening results.

COMPENSATION & BENEFITS

Competitive starting compensation based on experience, with opportunities for advancement and performance incentives. Paid Time Off and paid holidays. Health, dental, and vision coverage for full‑time employees after 60 days of employment (and access to MEC plans after 30 days). Retirement savings programs where available. Short‑term disability coverage and life insurance options. Supplemental insurance (accident and critical illness). Paid training and career growth opportunities. Casual dress code and collaborative work environment.

PHYSICAL REQUIREMENTS

The job is performed primarily in a professional office environment. Duties include sitting/standing for long periods, using a computer and telephone headset, operating office equipment, and occasionally moving objects up to forty (40) pounds.

REASONABLE ACCOMMODATION

Consistent with the Americans with Disabilities Act (ADA), MCI provides reasonable accommodations on request unless undue hardship is incurred.

DIVERSITY AND EQUALITY

MCI is committed to a workplace free from discrimination. Employment decisions are based on merit and qualifications; the company does not discriminate based on protected characteristics. #J-18808-Ljbffr MCI