Bilingual Collections Representative

About the role

MCI is seeking a Bilingual Collections Representative to join our dynamic team. This role involves managing inbound and outbound calls, applying negotiation strategies, and maintaining positive customer relationships.

Responsibilities

• Make outbound and receive inbound calls to resolve open accounts
• Use contact center technology and recovery strategies to locate right-party contacts
• Understand customer situations and recommend appropriate payment plans
• Negotiate payment terms with empathy, tact, and professionalism
• Respond effectively to common objections and challenges during collection calls
• Accurately document interactions and outcomes in CRM systems
• Follow all required scripts, policies, and confidentiality protocols
• Maintain monthly performance goals and complete assigned duties
• Attend training sessions and stay current on program updates
• Adhere to all attendance and schedule requirements

Qualifications

• Must be 18 years or older
• High school diploma or equivalent
• Excellent written and verbal communication skills
• Ability to type 20+ words per minute
• Basic proficiency in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)
• Familiarity with Windows operating systems
• Reliable and punctual with strong time management skills
• Skilled in conflict resolution, negotiation, and problem-solving
• Customer-focused, empathetic, and professional
• Able to multi-task, stay organized, and work independently
• Strong team orientation and interpersonal skills
• Comfortable in a fast-paced, dynamic environment
• 1+ year of experience in collections, customer service, technical support, sales, back-office, or contact center roles
• Experience working on state or federal programs

Conditions of Employment

• Must be authorized to work in the country where the job is based
• Willingness to submit up to a LEVEL II background and/or security investigation with a fingerprint
• Willingness to submit to drug screening

Compensation Details

Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.