Call Center Collections Agent

POSITION OVERVIEW:
**Job Title**: Call Center Collections Agent

**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.

**Position Overview**:
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.

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?**
- 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.

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.

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 acco