Contact Center Collections Representative

MCI Careers•Killeen, TX

145d

About The Position

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. We’re hiring a results-driven Collections Representative to join our dynamic BPO contact center. In this role, you’ll be responsible for contacting customers with overdue accounts, negotiating payment arrangements, and maintaining accurate records all while delivering exceptional customer service. If you have strong communication skills, a persuasive personality, and a commitment to resolving financial issues with professionalism and empathy, we want to hear from you! 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

Must be 18 years or older
High school diploma or equivalent required; further education is a plus
1–2 years of experience in collections or a similar contact center role
Strong negotiation and conflict resolution skills
Ability to remain calm and professional under pressure
Familiarity with debt collection laws and practices
Fluency in English required; Spanish fluency is a strong advantage

Nice To Haves

Spanish fluency is a strong advantage

Responsibilities

Make outbound calls to customers regarding overdue payments and account status.
Negotiate payment plans and settlements in line with company policies and customer circumstances.
Update customer accounts and document all collection activities accurately in the system.
Follow up on broken promises and maintain consistent contact with debtors.
Handle disputes professionally and escalate complex cases to the appropriate department.
Ensure full compliance with regulatory standards and maintain confidentiality of customer information.
Meet or exceed daily and monthly collection targets and call quality standards.

Benefits

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. 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.