Collection Agent Job Openings (Full-Time)

The Sydney Call Centre•,

4d•Onsite

About The Position

MCI is a growing tech-enabled business services company with a strong call center presence. They offer Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) solutions. This role involves working with customers to resolve past-due consumer accounts, discussing payment options, and securing timely payments using ethical recovery strategies and negotiation skills. The position includes paid, on-the-job training in collection strategies, contact center technology, products, and business processes. It is an experienced-level opportunity for a confident, persuasive, professional, and motivated individual.

Requirements

Must be 18 years of age or older.
High school diploma or equivalent.
Prior contact center experience or experience in customer service, technical support, sales, or back-office support is required.
Excellent verbal, written, and interpersonal communication skills.
Strong negotiation, problem-solving, conflict-resolution, and relationship-building skills.
Customer-focused, empathetic, patient, and professional approach.
Ability to type accurately at 20+ words per minute.
Basic knowledge of Microsoft Office Suite, including Word, Excel, PowerPoint, and Outlook.
Basic understanding of the Windows operating system.
Strong organizational skills with the ability to multitask, stay focused, and work independently.
Highly reliable with consistent attendance and punctuality.
Ability to evaluate customer concerns, identify solutions, and follow through appropriately.
Comfortable working in a fast-paced environment where processes and priorities may change.
Strong team orientation with a positive and professional attitude.

Responsibilities

Make outbound calls and receive inbound calls to discuss and resolve open customer accounts.
Use contact center technology and recovery strategies to locate and communicate with the appropriate parties.
Understand each customer's situation and identify appropriate payment options.
Negotiate payment arrangements with empathy, tact, and professionalism.
Respond effectively to customer concerns and objections while working toward account resolution.
Follow all required scripts, policies, procedures, and ethical recovery practices.
Meet monthly performance and recovery goals.
Maintain positive and professional relationships with customers while representing the brand.
Attend required meetings and training and stay up to date on program, system, and process changes.
Maintain required attendance, punctuality, and work schedule adherence.
Perform other duties as assigned.