Collections Representative

About the role

MCI is seeking a Collections Representative to join our team. This role involves outbound collections, payment negotiation, customer support, and account review.

Responsibilities

• Initiate calls to customers with past-due accounts to discuss balances and payment options.
• Develop and negotiate repayment plans and settlements tailored to customer circumstances.
• Offer empathetic solutions to customers facing financial hardship to help them maintain account standing.
• Analyze account histories to identify overdue payments and determine appropriate collection strategies.
• Accurately record all customer interactions, payment arrangements, and account updates in the system.
• Inform customers about payment options, account status, and potential consequences of non-payment.
• Adhere to all company policies, procedures, and regulatory requirements, including debt collection laws.
• Communicate effectively with customers, team members, and management; escalate unresolved issues as needed.
• Meet or exceed individual and team collection targets while maintaining high service standards.
• Participate in training programs to enhance collection techniques and stay current on industry regulations and company updates.

Qualifications

• 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.

Benefits

MCI offers a variety of benefits and incentives to support and reward our team members, including:

• Paid Time Off
• Incentives & Rewards
• Health Benefits
• Retirement Savings
• Disability Insurance
• Life Insurance
• Supplemental Insurance
• Career Growth
• Paid Training
• Fun, Engaging Work Environment
• Casual Dress Code

Compensation

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