Collection Agent Job Openings (Full-Time)

About the role

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.

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.

Requirements

• 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.

About the company

MCI is one of the fastest-growing tech-enabled business services companies in the USA, delivering Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across industries including healthcare, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers leverage both on-site and remote agents, powered by advanced technologies to enhance customer journeys, drive scalability, and reduce costs.

MCI helps customers address CX and DX challenges by creating industry-leading solutions that deliver exceptional experiences and optimal performance. MCI provides business process outsourcing, staff augmentation, contact center services, and IT services, including general and specialized hosting, software, staff, and services.

In 2019, MCI was named Iowa's Fastest Growing Company and the 452nd Fastest Growing Privately Held Company in the USA by Inc. Magazine. MCI operates ten business process outsourcing service delivery facilities across the U.S., Canada, South Africa, and the Philippines. MCI is the holding company for a diverse lineup of tech-enabled business services operating companies, employing over 10,000 individuals with 150+ diverse North American client partners.

Conditions of employment

• Must be authorized to work in the country where the job is based.
• Must be willing to submit to a Level II background and/or security investigation with fingerprinting (job offers contingent on results).
• Must be willing to submit to drug screening (job offers contingent on 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 required to sit/stand for long periods while using a computer and telephone headset. The employee will regularly operate office equipment, including a phone, copier, and printer. The employee may occasionally move about the office, reach in any direction, raise or lower objects, move objects weighing up to forty (40) pounds, and exert force as needed.

Reasonable accommodation

Consistent with the Americans with Disabilities Act (ADA), MCI provides reasonable accommodations when requested by a qualified applicant or employee with a disability, unless such accommodations would cause undue hardship. The policy applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources.