Debt Recovery Representatives

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 looking for a  Debt Recovery Representative who is driven, empathetic, and skilled in negotiation to join our team. In this role, you’ll be responsible for contacting customers with outstanding debts, resolving disputes, and negotiating repayment plans all while maintaining a high standard of customer service and compliance.

 

If you're passionate about helping people regain financial stability and thrive in a performance-driven environment, we encourage you to apply.

 

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:

• 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 regarding  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 .
• 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.

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, 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