Collections Representative
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 Representative, 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.
Key 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.
Candidate Qualifications
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.
Conditions of Employment
All MCI Locations
- Must be authorized to work in the country where the job is based.
Subject to the program and location of the position
- 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.
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.
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