Collection Agent Job Openings (Full-Time)

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.

As a Collections Agent, you will work with customers to resolve past-due consumer accounts and help them find appropriate ways to bring their accounts current. You will use ethical recovery strategies, negotiation skills, and a customer-focused approach to discuss payment options and secure timely payments.

You will receive paid, on-the-job training to develop your knowledge of collection strategies, contact center technology, products, and business processes. This is an experienced-level opportunity for someone who is confident, persuasive, professional, and motivated by helping customers while achieving recovery goals.

To be considered for this position, you must complete a full application on our company careers page, including screening questions and a brief pre-employment test.

Responsibilities

• Make outbound calls and receive inbound calls to discuss and resolve open customer accounts.
• Use contact center technology and recovery strategies to locate and communicate with the appropriate parties.
• Understand each customer's situation and identify appropriate payment options.
• Negotiate payment arrangements with empathy, tact, and professionalism.
• Respond effectively to customer concerns and objections while working toward account resolution.
• Follow all required scripts, policies, procedures, and ethical recovery practices.
• Meet monthly performance and recovery goals.
• Maintain positive and professional relationships with customers while representing the brand.
• Attend required meetings and training and stay up to date on program, system, and process changes.
• Maintain required attendance, punctuality, and work schedule adherence.
• Perform other duties as assigned.

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 of age or older.
• High school diploma or equivalent.
• Prior contact center experience or experience in customer service, technical support, sales, or back-office support is required.
• Excellent verbal, written, and interpersonal communication skills.
• Strong negotiation, problem-solving, conflict-resolution, and relationship-building skills.
• Customer-focused, empathetic, patient, and professional approach.
• Ability to type accurately at 20+ words per minute.
• Basic knowledge of Microsoft Office Suite, including Word, Excel, PowerPoint, and Outlook.
• Basic understanding of the Windows operating system.
• Strong organizational skills with the ability to multitask, stay focused, and work independently.
• Highly reliable with consistent attendance and punctuality.
• Ability to evaluate customer concerns, identify solutions, and follow through appropriately.
• Comfortable working in a fast-paced environment where processes and priorities may change.
• Strong team orientation with a positive and professional attitude.