Debt Recovery Agent

About the role

MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers are powered by both on-site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs. At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry-leading organization.

Responsibilities

• Make outbound calls to customers with past-due accounts to discuss payment options.
• Negotiate repayment plans and settlements to bring accounts current.
• Offer empathetic solutions to customers experiencing financial hardship.
• Review and analyze account histories to identify overdue payments and determine recovery strategies.
• Accurately document all customer interactions and update account information in the system.
• Provide exceptional customer service by addressing concerns and questions professionally and promptly.
• Educate customers on payment options, account status, and consequences of non-payment.
• Ensure full compliance with company policies, procedures, and regulatory requirements.
• Communicate effectively with customers, team members, and management.
• Escalate unresolved or complex issues to the appropriate department.
• Meet or exceed individual and team performance goals.
• Maintain a high level of accuracy and efficiency in account handling.
• Participate in ongoing training and development to enhance recovery techniques and stay current with industry regulations.
• Stay informed about updates to company policies and procedures.

Qualifications

• Must be 18 years or older.
• High school diploma or equivalent required.
• Excellent organizational, written, and verbal communication skills.
• Typing speed of 20+ WPM.
• Basic proficiency in Microsoft Office Suite (Excel, Word, Outlook, PowerPoint).
• Familiarity with Windows OS.
• Highly reliable with strong attendance and punctuality.
• 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 fast-paced environment.
• Team-oriented with excellent interpersonal skills.
• Comfortable working in an environment where change and ambiguity are common.

Benefits

We understand the importance of balance and support, which is why we offer a variety of benefits and incentives that go beyond a paycheck. Our team members enjoy:

• Paid Time Off: Earn PTO and paid holidays to take the time you need.
• Incentives & Rewards: Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacations and sometimes even cars!
• Health Benefits: Full-time employees are eligible for comprehensive medical, dental, and vision coverage after 60 days of employment, and all employees have access to MEC medical plans after just 30 days.
• Retirement Savings: Secure your future with retirement savings programs, where available.
• Disability Insurance: Short-term disability coverage is available to help protect you during unexpected challenges.
• Life Insurance: Access life insurance options to safeguard your loved ones.
• Supplemental Insurance: Accident and critical illness insurance.
• Career Growth: With a focus on internal promotions, employees enjoy significant advancement opportunities.
• Paid Training: Learn new skills while earning a paycheck.
• Fun, Engaging Work Environment: Enjoy a team-oriented culture that fosters collaboration and engagement.
• Casual Dress Code: Be comfortable while you work.

Compensation Details

Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members. Want an employer that values your contribution? At MCI, we believe that your hard work deserves recognition and reward.

Physical Requirements

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.

Reasonable Accommodation

Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment.

Diversity and Equality

At MCI and its subsidiaries, we embrace diversity and equality. We are committed to creating an inclusive environment where every employee feels valued and respected. We strive to foster a workplace where differences are celebrated and everyone has the opportunity to succeed.