Entry-Level Collections Agent (Full-Time)

About the role

MCI is seeking a Collections Agent to join our team. This position plays a key role in recovering outstanding debts while maintaining respectful and solution-focused customer relationships.

Responsibilities

• Place outbound calls to customers with delinquent accounts to discuss balances and payment options.
• Use scripted dialogues and proven negotiation techniques to encourage timely payments and resolve outstanding debts.
• Engage with customers in a professional and empathetic manner, actively listening and addressing concerns or objections.
• Provide accurate information about account status, payment terms, and consequences of non-payment.
• Process payments over the phone, including credit card transactions, EFTs, and payment arrangements, ensuring accuracy and compliance.
• Document all customer interactions, payment arrangements, and account updates in the collections system or CRM.
• Adhere to regulatory requirements and company policies, including the Fair Debt Collection Practices Act (FDCPA).
• Maintain accurate and up-to-date records of customer interactions and account statuses.
• Generate reports and metrics related to collection performance, call outcomes, and recovery rates.
• Provide exceptional customer service by resolving inquiries and escalating complex cases when necessary.
• Build rapport and trust with customers to foster cooperation and positive outcomes.

Qualifications

• A high school diploma or equivalent; college coursework or degree preferred.
• Proven experience in collections, customer service, or contact center environments.
• Strong verbal and written communication skills.
• Excellent interpersonal abilities, including active listening, empathy, and conflict resolution.
• Ability to remain calm and professional under pressure.
• Familiarity with collection software, CRM systems, and call center technology is a plus.
• Knowledge of debt collection laws and compliance requirements preferred.
• Strong attention to detail, organizational skills, and proficiency in data entry.
• Willingness to work flexible hours, including evenings and weekends as needed.

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.

Compensation Details

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

Physical Requirements

• This job operates in a professional office environment.
• 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 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 differences and believe diversity benefits our employees, company, customers, and community. All aspects of employment at MCI are based solely on a person's merit and qualifications. MCI maintains a work environment free from discrimination, where employees are treated with dignity and respect. All employees are responsible for fulfilling MCI's commitment to a diverse and equal-opportunity work environment.