Collections Representative (Experienced)

About the role

MCI is seeking Experienced Collections Representatives to join our dynamic team. This role involves making outbound and receiving inbound calls to recover past-due consumer accounts, using proven recovery strategies and scripts with empathy and tact.

Responsibilities

• Customer Contact: Make outbound and receive inbound calls to connect with customers regarding overdue accounts.
• Negotiation & Resolution: Use proven recovery strategies and scripts to negotiate payment plans and settlements with empathy and tact.
• Account Analysis: Review customer accounts to identify payment history and determine the best recovery approach.
• Problem Solving: Offer solutions to customers facing financial challenges to help them maintain good standing.
• Documentation: Accurately update account information, payment statuses, and customer interactions in the system.
• Compliance: Follow all company policies, procedures, and regulatory guidelines, including debt collection laws.
• Performance & Training: Meet monthly recovery goals, attend team meetings, and stay current with training materials and process updates.
• Team Collaboration: Communicate effectively with peers and leadership and escalate unresolved issues when necessary.

Qualifications

• Must be 18 years or older
• High school diploma or equivalent required
• Prior experience in contact center roles such as collections, customer service, tech support, sales, or back-office support
• 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
• Strong conflict resolution, negotiation, and problem-solving abilities
• Customer service-oriented: empathetic, responsive, patient, and conscientious
• Ability to multi-task, self-manage, and stay focused in a fast-paced environment
• Reliable and punctual with a strong work ethic
• Team-oriented with excellent interpersonal skills

Benefits

We offer paid training, a competitive compensation structure, and a steady flow of new accounts. Additional benefits include:

• 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 Details

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

• 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

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.