Key Responsibilities
Place outbound calls to customers with delinquent accounts to discuss balances and payment options.
Use scripted dialogues and proven negotiation techniques to encourage timely payments and resolve outstanding debts.
Engage with customers in a professional and empathetic manner, actively listening and addressing concerns or objections.
Provide accurate information about account status, payment terms, and consequences of non-payment.
Process payments over the phone, including credit card transactions, EFTs, and payment arrangements, ensuring accuracy and compliance.
Document all customer interactions, payment arrangements, and account updates in the collections system or CRM.
Adhere to regulatory requirements and company policies, including the Fair Debt Collection Practices Act (FDCPA).
Ensure all collection activities are conducted ethically, professionally, and legally.
Maintain accurate and up-to-date records of customer interactions and account statuses.
Generate reports and metrics related to collection performance, call outcomes, and recovery rates.
Provide exceptional customer service by resolving inquiries and escalating complex cases when necessary.
Build rapport and trust with customers to foster cooperation and positive outcomes.
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, dedicated and should possess the below qualities:
High school diploma or equivalent; college coursework or degree preferred
Proven experience in collections, customer service, or contact center environments
Strong verbal and written communication skills
Excellent interpersonal abilities, including active listening, empathy, and conflict resolution
Ability to remain calm and professional under pressure
Familiarity with collection software, CRM systems, and call center technology is a plus
Knowledge of debt collection laws and compliance requirements preferred
Strong attention to detail, organizational skills, and proficiency in data entry
Willingness to work flexible hours, including evenings and weekends as needed
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 USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers are powered by both on-site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs.
At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry-leading organization.
We are seeking a Collections Agent to join our team and play a key role in recovering outstanding debts while maintaining respectful and solution-focused customer relationships. This position requires strong communication and negotiation skills, attention to detail, and a commitment to compliance and customer service excellence.
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
Place outbound calls to customers with delinquent accounts to discuss balances and payment options.
Use scripted dialogues and proven negotiation techniques to encourage timely payments and resolve outstanding debts.
Engage with customers in a professional and empathetic manner, actively listening and addressing concerns or objections.
Provide accurate information about account status, payment terms, and consequences of non-payment.
Process payments over the phone, including credit card transactions, EFTs, and payment arrangements, ensuring accuracy and compliance.
Document all customer interactions, payment arrangements, and account updates in the collections system or CRM.
Adhere to regulatory requirements and company policies, including the Fair Debt Collection Practices Act (FDCPA).
Ensure all collection activities are conducted ethically, professionally, and legally.
Maintain accurate and up-to-date records of customer interactions and account statuses.
Generate reports and metrics related to collection performance, call outcomes, and recovery rates.
Provide exceptional customer service by resolving inquiries and escalating complex cases when necessary.
Build rapport and trust with customers to foster cooperation and positive outcomes.
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, dedicated and should possess the below qualities:
High school diploma or equivalent; college coursework or degree preferred
Proven experience in collections, customer service, or contact center environments
Strong verbal and written communication skills
Excellent interpersonal abilities, including active listening, empathy, and conflict resolution
Ability to remain calm and professional under pressure
Familiarity with collection software, CRM systems, and call center technology is a plus
Knowledge of debt collection laws and compliance requirements preferred
Strong attention to detail, organizational skills, and proficiency in data entry
Willingness to work flexible hours, including evenings and weekends as needed
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)
COMPENSATION DETAILS
WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?
At MCI, we believe that your hard work deserves recognition and reward. Our compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.
What You Can Expect from MCI
We understand the importance of balance and support, which is why we offer a variety of benefits and incentives that go beyond a paycheck. Our team members enjoy:
Paid Time Off: Earn PTO and paid holidays to take the time you need.
Incentives & Rewards: Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacations and sometimes even cars!
Health Benefits: Full-time employees are eligible for comprehensive medical, dental, and vision coverage after 60 days of employment, and all employees have access to MEC medical plans after just 30 days. Benefit options vary by location.
Retirement Savings: Secure your future with retirement savings programs, where available.
Disability Insurance: Short-term disability coverage is available to help protect you during unexpected challenges.
Life Insurance: Access life insurance options to safeguard your loved ones.
Supplemental Insurance: Accident and critical illness insurance
Career Growth: With a focus on internal promotions, employees enjoy significant advancement opportunities.
Paid Training: Learn new skills while earning a paycheck.
Fun, Engaging Work Environment: Enjoy a team-oriented culture that fosters collaboration and engagement.
Casual Dress Code: Be comfortable while you work.
Compensation & Benefits that Fit Your Life
MCI takes pride in tailoring our offerings to fit the needs of our diverse team across subsidiaries and locations. While specific benefits and incentives may vary by geography, the core of our commitment remains the same: rewarding effort, providing growth opportunities, and creating an environment where every employee feels valued.
If you’re ready to join a company that recognizes your contributions and supports your growth, MCI is the place for you. Apply today!
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.
