Contact Center Collections Representative

About the role

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.
• Meet or exceed 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. These include:

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

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.

Equal Opportunity Employer

MCI is an equal opportunity employer and is committed to a diverse workforce. All aspects of employment at MCI are based solely on merit and qualifications.