Call Center Collections Agent

POSITION OVERVIEW

Job Title: Call Center Collections Agent

Job Type: Full-time, Permanent

MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry. 

We are seeking a Collections Agent who will be responsible for contacting customers who have outstanding debts to collect payments and negotiate repayment plans. The role involves employing effective communication and negotiation skills to resolve outstanding balances while maintaining positive customer relationships. 

To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.

POSITION RESPONSIBILITIES

Key Responsibilities:

• Place outbound calls to customers with delinquent accounts to discuss outstanding balances, payment options, and negotiate repayment plans.
• Use scripted dialogues and negotiation techniques to encourage timely payments and resolve outstanding debts.
• Engage with customers in a professional and empathetic manner, actively listening to their concerns and addressing questions or objections regarding payments.
• Provide accurate information about account status, payment terms, and consequences of non-payment.
• Process payments over the phone, including credit card transactions, electronic fund transfers, and payment arrangements, ensuring accuracy and compliance with payment processing protocols.
• Document payment arrangements, notes, and interactions with customers in the collections system.
• Adhere to regulatory requirements and company policies governing debt collection practices, including the Fair Debt Collection Practices Act (FDCPA) and other relevant regulations.
• Ensure that all collection activities are conducted ethically, professionally, and in accordance with legal guidelines.
• Maintain accurate and up-to-date records of customer interactions, payment arrangements, and account statuses in the collections database or customer relationship management (CRM) system.
• Generate reports and metrics related to collection performance, call outcomes, and payment recovery rates.
• Provide exceptional customer service by addressing customer inquiries, resolving issues promptly, and escalating complex cases to team leaders or supervisors when necessary.
• Build rapport and trust with customers to facilitate positive interactions and increase willingness to cooperate with repayment efforts.

CANDIDATE QUALIFICATIONS

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

All positive, and driven applicants are encouraged to apply. The Ideal candidates for this position are highly motivated, dedicated and should possess the below qualities:

• High school diploma or equivalent; some college coursework or degree preferred.
• Proven experience in collections, customer service, or call center environments is advantageous.
• Strong communication skills, both verbal and written, with the ability to effectively convey information and negotiate payment arrangements.
• Excellent interpersonal skills, including active listening, empathy, and conflict resolution abilities.
• Ability to work in a fast-paced environment, handle challenging situations with composure, and maintain professionalism under pressure.
• Familiarity with collection software, CRM systems, and call center technology is a plus.
• Knowledge of debt collection laws, regulations, and compliance requirements is preferred.
• Strong attention to detail, organizational skills, and proficiency in data entry and documentation.
• Willingness to work flexible hours, including evenings and weekends, as needed.

CONDITIONS OF EMPLOYMENT

• Must be authorized to work in the country where the job is based.
• 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

WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION? 

We offer competitive compensation packages, professional development opportunities, and a collaborative work environment that values diversity and inclusion.

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

It is the policy of MCI and affiliates to provide reasonable accommodation when requested by a qualified applicant or employee with a disability unless such accommodation would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodation is needed, of Human Resources.

DIVERSITY AND EQUALITY

At MCI and its subsidiaries, we embrace differences and believe diversity is a benefit to our employees, our company, our customers, and our 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, one where employees are treated with dignity and respect. All employees share in the responsibility for fulfilling MCI’s commitment to a diverse and equal opportunity work environment.

MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. MCI will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements.

MCI will not tolerate discrimination or harassment based on any of these characteristics. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, it is the policy of MCI to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.

ABOUT MCI (PARENT COMPANY)

MCI helps customers take on their CX and DX challenges differently, creating industry-leading solutions that deliver exceptional experiences and drive optimal performance. MCI assists companies with business process outsourcing, staff augmentation, contact center customer services, and IT Services needs by providing general and specialized hosting, software, staff, and services.

In 2019, Marlowe Companies Inc. (MCI) was named by Inc. Magazine as Iowa’s Fastest Growing Company in the State of Iowa and was named the 452nd Fastest Growing Privately Company in the USA, making the coveted top 500 for the first time. MCI’s subsidiaries had previously made Inc. Magazine’s List of Fastest-Growing Companies 15 times, respectively. MCI has ten business process outsourcing service delivery facilities in Georgia, Florida, Texas, New Mexico, California, Kansas, Nova Scotia, South Africa, and the Philippines.

Driving modernization through digitalization, MCI ensures clients do more for less. MCI is the holding company for a diverse lineup of tech-enabled business services operating companies. MCI organically grows, acquires, and operates companies that have synergistic products and services portfolios, including but not limited to Automated Contact Center Solutions (ACCS), customer contact management, IT Services (IT Schedule 70), and Temporary and Administrative Professional Staffing (TAPS Schedule 736), Business Process Management (BPM), Business Process Outsourcing (BPO), Claims Processing, Collections, Customer Experience Provider (CXP), Customer Service, Digital Experience Provider (DXP), Account Receivables Management (ARM), Application Software Development, Managed Services, and Technology Services, to mid-market, Federal & enterprise partners. MCI now employs 10,000+ talented individuals with 150+ diverse North American client partners across the following MCI brands: MCI BPO, MCI BPOaaS, MarketForce, GravisApps, Gravis Marketing, MarchEast, Mass Markets, MCI Federal Services (MFS), OnBrand24, The Sydney Call Center, Valor Intelligent Processing (VIP), BYC Aqua, EastWest BPO, TeleTechnology, and Vinculum.

DISCLAIMER

The purpose of the above job description is to provide potential candidates with a general overview of the role. It’s not an all-inclusive list of the duties, responsibilities, skills, and qualifications required for the job. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based upon your performance of the tasks listed in this job description.

The employer has the right to revise this job description at any time. This job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.

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