POSITION RESPONSIBILITIES
Key Responsibilities
Contact customers regarding overdue accounts, outstanding balances, and payment concerns through phone and other communication channels.
Assist customers with making payments and understanding their account balances, payment due dates, and account status.
Discuss and arrange appropriate payment solutions with customers in accordance with established guidelines.
Investigate and resolve billing questions, payment discrepancies, disputes, and account-related concerns.
Assist customers with questions relating to service interruptions resulting from overdue accounts and explain available options for restoring services.
Follow up on outstanding balances and monitor accounts to encourage timely payment and reduce delinquency.
Accurately document customer interactions, payment arrangements, account updates, and collection activities.
Work with internal teams to investigate and resolve account or billing issues efficiently.
Maintain a professional, empathetic, and solution-oriented approach when handling sensitive financial conversations.
Follow company policies, procedures, quality standards, and applicable regulatory requirements.
Meet individual and team performance goals related to collections, quality, productivity, and customer satisfaction.
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 / National Senior Certificate (NSC) or an equivalent qualification.
2–3 years of experience in collections, accounts receivable, credit control, or a collections-focused contact centre environment.
Must successfully pass a drug screening assessment.
Excellent verbal and written communication skills.
Strong negotiation, communication, problem-solving, and conflict-resolution skills.
Excellent attention to detail and organizational abilities.
Ability to remain professional, patient, empathetic, and solution-focused when handling sensitive account and payment matters.
Comfortable working with multiple systems in a fast-paced customer service environment.
Proficiency in Microsoft Office and experience using CRM, billing, or customer account management systems is an advantage.
Ability to meet performance, quality, productivity, and customer service expectations in a results-driven environment.
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.
POSITION OVERVIEW
MCI is one of the fastest-growing tech-enabled business services companies in the US, delivering Customer Experience (CX), Business Process Outsourcing (BPO) and technology solutions across multiple industries and countries worldwide. Our team uses people, technology and innovation to help organizations improve customer experience and business performance.
We’re looking for experienced Collections Agents to join our team and support customers with account balances, overdue payments, and payment-related concerns.
In this role, you’ll engage directly with customers to discuss outstanding balances, resolve billing and payment issues, establish payment arrangements, and assist with account recovery. You’ll be responsible for managing collection activities while maintaining a professional and customer-focused approach throughout every interaction.
The successful candidate will be confident handling financial conversations, skilled at resolving customer concerns, and able to balance effective collections with a positive customer experience.
This position requires working hours aligned with the United States, ensuring seamless communication and collaboration across teams and stakeholders within this time zone.
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.
POSITION RESPONSIBILITIES
Key Responsibilities
Contact customers regarding overdue accounts, outstanding balances, and payment concerns through phone and other communication channels.
Assist customers with making payments and understanding their account balances, payment due dates, and account status.
Discuss and arrange appropriate payment solutions with customers in accordance with established guidelines.
Investigate and resolve billing questions, payment discrepancies, disputes, and account-related concerns.
Assist customers with questions relating to service interruptions resulting from overdue accounts and explain available options for restoring services.
Follow up on outstanding balances and monitor accounts to encourage timely payment and reduce delinquency.
Accurately document customer interactions, payment arrangements, account updates, and collection activities.
Work with internal teams to investigate and resolve account or billing issues efficiently.
Maintain a professional, empathetic, and solution-oriented approach when handling sensitive financial conversations.
Follow company policies, procedures, quality standards, and applicable regulatory requirements.
Meet individual and team performance goals related to collections, quality, productivity, and customer satisfaction.
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 / National Senior Certificate (NSC) or an equivalent qualification.
2–3 years of experience in collections, accounts receivable, credit control, or a collections-focused contact centre environment.
Must successfully pass a drug screening assessment.
Excellent verbal and written communication skills.
Strong negotiation, communication, problem-solving, and conflict-resolution skills.
Excellent attention to detail and organizational abilities.
Ability to remain professional, patient, empathetic, and solution-focused when handling sensitive account and payment matters.
Comfortable working with multiple systems in a fast-paced customer service environment.
Proficiency in Microsoft Office and experience using CRM, billing, or customer account management systems is an advantage.
Ability to meet performance, quality, productivity, and customer service expectations in a results-driven environment.
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. (Does not apply in Canada)
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.
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.
DIVERSITY AND EQUALITY
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 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 for employment qualified applicants with criminal histories 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, 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.
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.
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.
