Outbound Collections Agent

POSITION OVERVIEW:
**Job Title**: Outbound 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 proactive and results-driven Outbound Collections Agent to join our team. As an essential member of our collections department, you will be responsible for contacting customers to collect outstanding debts or payments. If you have a persuasive demeanor, strong negotiation skills, and a passion for achieving targets, we encourage you to apply.

POSITION RESPONSIBILITIES:
**Key Responsibilities**:

- Place outbound calls to customers with overdue accounts or outstanding balances.
- Negotiate payment plans or settlements with customers to resolve delinquent accounts.
- Educate customers on the importance of timely payments and consequences of non-payment.
- Document all customer interactions, payment agreements, and follow-up actions accurately in the system.
- Adhere to compliance regulations and company policies regarding debt collection practices.
- Meet or exceed daily, weekly, and monthly collection targets set by management.
- Handle objections or disputes from customers professionally and effectively.
- Work collaboratively with other team members and departments to optimize collection strategies and processes.
- Provide regular updates on collection activities, progress, and challenges to supervisors or team leaders.
- Continuously seek opportunities for process improvement and share best practices with the team.

CANDIDATE QUALIFICATIONS:
**WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?**
- Grade 12 or equivalent; additional education or certifications in finance would be advantageous.
- Proven experience in collections, customer service, or call center environments
- 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 debt collection regulations and compliance requirements
- 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 subsidiaries, we embrace differences and believe diversity is a benefit to our employees, our company, our customers, and our community. All aspects of employment at MCI are based solely on a person's merit and qualifications. MCI maintains a work environment free from discrimination, one where employees are treated with dignity and respect. All employees share in the responsibility for fulfilling MCI's commitment to a diverse and equal opportunity work environment.

MCI will not tolerate discrimination or harassment based on any of these characteristics. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, it is the policy of MCI to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.

REASONABLE ACCOMMODATION: