Debt Recovery Representatives

POSITION OVERVIEW:
**Job Title**: Debt Recovery Representatives

**Job Type**: Full-time, Permanent

**Location**: Onsite, Cape Town (US hours)

**About Us**:
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. As we continue to grow, we are building a talent pool of exceptional individuals who share our passion for the customer experience.

**Position Overview**:
We are seeking a Debt Recovery Representative whose primary responsibility is to contact individuals with delinquent accounts and negotiate payment arrangements to recover outstanding debts. You will utilize effective communication and negotiation skills to establish repayment plans, provide assistance to customers in financial distress, and achieve recovery targets. Your role requires empathy, resilience, and adherence to regulatory guidelines while striving to maintain positive customer relationships.

POSITION RESPONSIBILITIES:
**Key Responsibilities**:

- Place outbound calls to customers with overdue accounts to discuss outstanding balances, payment options, and negotiate repayment terms.
- Follow established call scripts and guidelines while maintaining a professional and empathetic demeanor.
- Negotiate repayment plans with customers based on their financial situation, ability to pay, and account history.
- Provide options for payment extensions, settlements, or hardship programs, as appropriate, to facilitate debt recovery.
- Engage with customers in a respectful and understanding manner, actively listening to their concerns, addressing objections, and providing solutions to resolve outstanding debts.
- Offer assistance and resources to customers experiencing financial difficulties, including referrals to financial counseling services or debt relief programs.
- Ensure compliance with all applicable laws, regulations, and industry standards governing debt collection practices.
- Maintain confidentiality and handle sensitive customer information in accordance with company policies and privacy regulations.
- Accurately document all customer interactions, payment arrangements, and account updates in the collections system or customer relationship management (CRM) software.
- Maintain detailed records of collection efforts, including call logs, notes, and correspondence with customers.
- Meet or exceed established performance targets for call volume, collection goals, and quality metrics.
- Generate reports and metrics related to collection activities, account statuses, and recovery rates to track progress and identify opportunities for improvement.

CANDIDATE QUALIFICATIONS:
**WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?**
- High school diploma or equivalent; some college coursework or degree preferred.
- Proven experience in debt 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.
- Proficiency in using collection software, CRM systems, and other call center technology tools.
- Strong attention to detail, organizational skills, and proficiency in data entry and documentation.
- Willingness to work flexible hours, including evenings and weekends, as needed.

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.

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.

EQUAL OPPORTUNITY EMPLOYER:
At MCI and its sub