Debt Recovery Agent

Debt Recovery Agent

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 seeking a skilled and results-driven Debt Recovery Agent to join our team. 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 and adhering to regulatory standards.

If you're a confident communicator with a passion for helping people resolve financial challenges, 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:

• Make outbound calls to customers with past-due accounts to discuss payment options.
• Negotiate repayment plans and settlements to bring accounts current.
• Offer empathetic solutions to customers experiencing financial hardship.
• Review and analyze account histories to identify overdue payments and determine recovery strategies.
• Accurately document all customer interactions and update account information in the system.
• Provide exceptional customer service by addressing concerns and questions professionally and promptly.
• Educate customers on payment options, account status, and consequences of non-payment.
• Ensure full compliance with company policies, procedures, and regulatory requirements.
• Communicate effectively with customers, team members, and management.
• Escalate unresolved or complex issues to the appropriate department.
• Meet or exceed individual and team performance goals.
• Maintain a high level of accuracy and efficiency in account handling.
• Participate in ongoing training and development to enhance recovery techniques and stay current with industry regulations.
• Stay informed about updates to company policies and procedures.

Ideal Candidate Qualities:

• Must be 18 years or older
• High school diploma or equivalent required
• Excellent organizational, written, and verbal communication skills
• Typing speed of 20+ WPM
• Basic proficiency in Microsoft Office Suite (Excel, Word, Outlook, PowerPoint)
• Familiarity with Windows OS
• Highly reliable with strong attendance and punctuality
• 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 fast-paced environment
• Team-oriented with excellent interpersonal skills
• Comfortable working in an environment where change and ambiguity are common

Conditions of Employment:

• 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 Details:

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:

• 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 employees are eligible for comprehensive medical, dental, and vision coverage after 60 days of employment, and all employees have access to MEC medical plans after just 30 days. Benefit options vary by location.
• Retirement Savings: Secure your future with retirement savings programs, where available.
• Disability Insurance: Short-term disability coverage is available to help protect you during unexpected challenges.
• Life Insurance: Access life insurance options to safeguard your loved ones.
• Supplemental Insurance: Accident and critical illness insurance.
• Career Growth: With a focus on internal promotions, employees enjoy significant advancement opportunities.
• Paid Training: Learn new skills while earning a paycheck.
• Fun, Engaging Work Environment: Enjoy a team-oriented culture that fosters collaboration and engagement.
• Casual Dress Code: Be comfortable while you work.

Compensation & Benefits that Fit Your Life

MCI takes pride in tailoring our offerings to fit the needs of our diverse team across subsidiaries and locations. While specific benefits and incentives may vary by geography, the core of our commitment remains the same: rewarding effort, providing growth opportunities, and creating an environment where every employee feels valued.

If you're ready to join a company that recognizes your contributions and supports your growth, MCI is the place for you. Apply today!

Physical Requirements:

This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.

Reasonable Accommodation:

Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources.

Diversity and Equality:

At MCI and its subsidiaries, we embrace differences and believe diversity benefits our employees, company, customers, and community. All aspects of employment at MCI are based solely on a person's merit and qualifications. MCI maintains a work environment free from discrimination, where employees are treated with dignity and respect. All employees are responsible for fulfilling MCI's commitment to a diverse and equal-opportunity work environment.

MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. MCI will consider qualified applicants with criminal histories for employment in a manner consistent with local and federal requirements.

MCI will not tolerate discrimination or harassment based on any of these characteristics. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, MCI's policy is to provide reasonable accommodation to qualified employees with protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.