Call Center Collections Agent

POSITION OVERVIEW

Job Title: Call Center Collections Agent

Location: Onsite, Pinelands, Cape Town

Start Date: 2 December 2024

Hours: USA Shifts

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.

We are seeking an experienced Call Center Collections Agent to join our team who will be responsible for contacting customers to collect overdue payments on accounts while maintaining a high level of customer service. The agent will use various communication methods to reach out to customers, resolve disputes, and negotiate payment plans. The ideal candidate will have a superior command of the English language, strong attention to detail, and the ability to handle sensitive financial information with confidentiality and professionalism. 

We value referrals and encourage you to recommend any qualified candidates who might be a great fit for this role. If you’re ready to take on this rewarding challenge and meet the criteria, we’d love to hear from you!

To be considered for this role, you must complete a full application on our company careers page in order for all applications to be processed fairly. 

POSITION RESPONSIBILITIES

Key Responsibilities:

• Make outbound collection calls to customers with past due accounts.
• Negotiate payment plans and settlements with customers to bring accounts current.
• Offer solutions to customers experiencing financial difficulties to help them maintain their accounts in good standing.
• Review and analyze customer accounts to identify overdue payments.
• Document all customer interactions and update account information in the system accurately.
• Provide exceptional customer service by addressing customer concerns and questions promptly and professionally.
• Educate customers on payment options, account status, and the consequences of non-payment.
• Adhere to all company policies, procedures, and regulatory requirements.
• Communicate effectively with customers, team members, and management.
• Escalate unresolved issues to the appropriate department
• Meet or exceed individual and team performance goals and targets.
• Maintain a high level of accuracy and efficiency in handling customer accounts.
• Participate in ongoing training and development programs to enhance collection techniques and knowledge of industry regulations.
• Stay updated on changes in company policies and procedures.

CANDIDATE QUALIFICATIONS

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

All positive, and driven applicants are encouraged to apply. The Ideal candidates for this position are highly motivated and dedicated and should possess the below qualities:

• Grade 12
• 6 months – 1 year experience in a collection’s role
• Superior command of the English language
• Strong negotiation skills.
• Ability to handle sensitive information with discretion and confidentiality.
• Proficient in using computer systems and software applications.
• Strong problem-solving skills and attention to detail.
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously.

COMPENSATION DETAILS

WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION? 

We provide competitive compensation packages, opportunities for professional growth, and a supportive, collaborative work environment that embraces diversity and inclusion. Our salary package includes a base salary with commission, and we also offer subsidized transportation for our team members.

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

All MCI Locations

• Must be authorized to work in the country where the job is based.

Subject to the program and location of the position

• 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

Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources.

EQUAL OPPORTUNITY EMPLOYER

At MCI and its subsidiaries, we embrace differences and believe diversity benefits our employees, company, customers, and 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, where employees are treated with dignity and respect. All employees are responsible for fulfilling MCI’s commitment to a diverse and equal-opportunity work environment.

MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. MCI will consider qualified applicants with criminal histories for employment in a manner consistent with local and federal requirements.

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, MCI’s policy is to provide reasonable accommodation to qualified employees with protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.

ABOUT MCI (PARENT COMPANY)

MCI helps customers take on their CX and DX challenges differently, creating industry-leading solutions that deliver exceptional experiences and drive optimal performance. MCI assists companies with business process outsourcing, staff augmentation, contact center customer services, and IT Services needs by providing general and specialized hosting, software, staff, and services.

In 2019, Marlowe Companies Inc. (MCI) was named by Inc. Magazine as Iowa’s Fastest Growing Company in the State of Iowa and was named the 452nd Fastest Growing Privately Company in the USA, making the coveted top 500 for the first time. MCI’s subsidiaries had previously made Inc. Magazine’s List of Fastest-Growing Companies 15 times, respectively. MCI has ten business process outsourcing service delivery facilities in Georgia, Florida, Texas, New Mexico, California, Kansas, Nova Scotia, South Africa, and the Philippines.

Driving modernization through digitalization, MCI ensures clients do more for less. MCI is the holding company for a diverse lineup of tech-enabled business services operating companies. MCI organically grows, acquires, and operates companies that have synergistic products and services portfolios, including but not limited to Automated Contact Center Solutions (ACCS), customer contact management, IT Services (IT Schedule 70), and Temporary and Administrative Professional Staffing (TAPS Schedule 736), Business Process Management (BPM), Business Process Outsourcing (BPO), Claims Processing, Collections, Customer Experience Provider (CXP), Customer Service, Digital Experience Provider (DXP), Account Receivables Management (ARM), Application Software Development, Managed Services, and Technology Services, to mid-market, Federal & enterprise partners. MCI now employs 10,000+ talented individuals with 150+ diverse North American client partners across the following MCI brands: MCI BPO, MCI BPOaaS, MarketForce, GravisApps, Gravis Marketing, MarchEast, Mass Markets, MCI Federal Services (MFS), OnBrand24, The Sydney Call Center, Valor Intelligent Processing (VIP), BYC Aqua, EastWest BPO, TeleTechnology, and Vinculum.

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The purpose of the above job description is to provide potential candidates with a general overview of the role. It’s not an all-inclusive list of the duties, responsibilities, skills, and qualifications required for the job. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based on your performance of the tasks listed in this job description.

The employer has the right to revise this job description at any time. This job description is not an employment contract, and either you or the employer may terminate employment at any time for any reason.

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