Contact Center Collections Representative

About the role

Killeen, TX MCI is hiring a results-driven Collections Representative to join our dynamic BPO contact center. The ideal candidate will have strong communication skills, a persuasive personality, and a commitment to resolving financial issues with professionalism and empathy.

Responsibilities

• Make outbound calls to customers regarding overdue payments and account status.
• Negotiate payment plans and settlements in line with company policies and customer circumstances.
• Update customer accounts and document all collection activities accurately in the system.
• Follow up on broken promises and maintain consistent contact with debtors.
• Handle disputes professionally and escalate complex cases to the appropriate department.
• Ensure full compliance with regulatory standards and maintain confidentiality of customer information.
• Maintain daily and monthly collection targets and call quality standards.

Requirements

• Must be 18 years or older.
• A high school diploma or equivalent required; further education is a plus.
• 1-2 years of experience in collections or a similar contact center role.
• Strong negotiation and conflict resolution skills.
• Ability to remain calm and professional under pressure.
• Familiarity with debt collection laws and practices.
• Fluency in English required; Spanish fluency is a strong advantage.

Qualifications

• All positive, and driven applicants are encouraged to apply.

Skills

• Excellent communication skills.
• Persuasive personality.
• Professionalism and empathy in handling financial issues.

Benefits

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

• Paid Time Off
• Incentives & Rewards
• Health Benefits
• Disability Insurance
• Life Insurance
• Career Growth
• Paid Training
• Casual Dress Code
• Compensation & Benefits That Fit Your Life

Pay

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

Schedule

This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.