Call Center Collections Agent

OneMCI•Tampa, FL

1d•Onsite

About The Position

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. Are you a persuasive communicator with a talent for turning tough conversations into positive outcomes? We’re looking for a Collections Agent who can combine empathy, professionalism, and negotiation skills to help customers resolve outstanding debts while supporting our company’s financial goals. 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.

Requirements

High school diploma or equivalent required; college coursework a plus.
Prior experience in collections, customer service, or call center environments preferred.
Strong verbal and written communication with the ability to explain financial matters clearly and confidently.
Empathy, active listening, and conflict resolution skills.
Familiarity with collection software, CRM systems , and call center tools is a plus.
Understanding of debt collection laws and regulatory requirements is highly desirable.
Strong organizational skills and accuracy in data entry and documentation.
Ability to stay composed under pressure and thrive in a fast-paced, target-driven environment.
Willingness to work evenings and weekends as needed.
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.

Responsibilities

Make outbound calls to customers with overdue accounts to discuss balances and offer tailored repayment solutions.
Use proven scripts and negotiation strategies to secure payment commitments and resolve delinquencies.
Communicate with empathy and professionalism, actively listening to concerns and addressing objections.
Accurately process payments via phone (credit cards, EFTs, and payment plans) in compliance with company protocols.
Record all customer interactions, payment arrangements, and account updates in our CRM system.
Follow all applicable laws and regulations, including the Fair Debt Collection Practices Act (FDCPA) , ensuring ethical and legal collection practices.
Track and report on collection performance, call outcomes, and recovery rates.
Resolve inquiries and escalate complex issues to supervisors when needed, always aiming for a positive customer experience.
Foster trust and cooperation with customers to encourage timely payments and long-term resolution.

Benefits

Paid Training
Paid Time Off
Medical
Dental
Vision
Life Insurance
Retirement
Advancement Opportunity
Flexible Schedules
Daily Contests
Prizes
Casual Dress Code
Regular Raises
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. Benefit options vary by location.
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.