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 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.
Responsibilities
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; escalate 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.
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
- 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