Call Center Representative (Remote)

About the Role

The Call Center Collections Representative is responsible for contacting customers regarding outstanding account balances, negotiating payment arrangements, maintaining accurate account records, and ensuring compliance with applicable debt collection regulations. This role requires strong communication, negotiation, and customer service skills while helping customers resolve financial obligations through professional and solution-oriented interactions.

Responsibilities

• Contact customers by phone and email regarding overdue account balances.
• Explain outstanding balances and available repayment options.
• Maintain professional, respectful, and empathetic customer interactions.
• Respond to customer questions regarding payment arrangements.
• Build positive customer relationships while resolving outstanding accounts.
• Provide excellent customer service throughout the collections process.
• Negotiate realistic repayment plans and settlement options.
• Aid customers in resolving delinquent accounts.
• Follow up on missed payments and broken payment commitments.
• Encourage timely account resolution while maintaining customer satisfaction.
• Meet daily and monthly collection performance goals.
• Apply effective negotiation and conflict resolution techniques.
• Update customer account records accurately and promptly.
• Document all customer interactions and collection activities.
• Record payment statuses and account notes in company systems.
• Maintain organized and accurate account documentation.
• Monitor account progress and follow up as necessary.
• Ensure customer records remain current and complete.
• Perform collection activities in accordance with debt collection laws.
• Follow company policies and regulatory requirements.
• Maintain confidentiality of customer information.
• Ensure accurate documentation for audit and compliance purposes.
• Adhere to company quality and performance standards.
• Support ethical and compliant collection practices.
• Collaborate with supervisors and team members to achieve department objectives.
• Participate in ongoing training and professional development.
• Maintain productivity and performance targets.
• Contribute to a positive and collaborative work environment.
• Demonstrate professionalism under pressure.
• Support continuous improvement initiatives within the collections team.

Requirements

• Must be at least 18 years of age.
• High school diploma or GED.
• Bilingual proficiency in English and Spanish.
• Strong negotiation and conflict resolution skills.
• Excellent verbal and written communication skills.
• Ability to remain calm, professional, and empathetic in challenging situations.
• Strong organizational and time management skills.
• Ability to maintain accurate records and documentation.
• Ability to work independently and as part of a team.
• Authorization to work in the country where the position is based.
• Willingness to complete required background investigations.
• Willingness to complete required drug screening where applicable.

Benefits

• Paid time off.
• Paid holidays.
• Medical insurance eligibility.
• Dental insurance.
• Vision insurance.
• Minimum Essential Coverage (MEC) medical plans.
• Retirement savings program.
• Short-term disability insurance.
• Life insurance.
• Supplemental accident insurance.
• Critical illness insurance.
• Paid training.
• Career advancement opportunities.
• Cash bonuses and performance rewards.
• Team-oriented work environment.
• Casual dress code.
• Continuous learning and professional development opportunities.

Equal Opportunity Employer

MCI is an Equal Opportunity Employer committed to maintaining a diverse, inclusive, and respectful workplace. Employment decisions are based solely on merit, qualifications, and business needs without discrimination based on any characteristic protected by applicable federal, state, or local laws. MCI also provides reasonable accommodations for qualified applicants and employees with disabilities in accordance with the Americans with Disabilities Act (ADA).