Debt Recovery Agent

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’re seeking a skilled and results-driven Debt Recovery Agent to join our team. In this role, you’ll be responsible for contacting customers with overdue accounts, negotiating payment arrangements, and maintaining accurate records all while delivering exceptional customer service and adhering to regulatory standards.

If you’re a confident communicator with a passion for helping people resolve financial challenges, this is your opportunity to make a meaningful impact.

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.

Responsibilities

• Make outbound calls to customers with past-due accounts to discuss payment options.
• Negotiate repayment plans and settlements to bring accounts current.
• Offer empathetic solutions to customers experiencing financial hardship.
• Review and analyze account histories to identify overdue payments and determine recovery strategies.
• Accurately document all customer interactions and update account information in the system.
• Provide exceptional customer service by addressing concerns and questions professionally and promptly.
• Educate customers on payment options, account status, and consequences of non-payment.
• Ensure full compliance with company policies, procedures, and regulatory requirements.
• Communicate effectively with customers, team members, and management.
• Escalate unresolved or complex issues to the appropriate department.
• Meet or exceed individual and team performance goals.
• Maintain a high level of accuracy and efficiency in account handling.
• Participate in ongoing training and development to enhance recovery techniques and stay current with industry regulations.
• Stay informed about updates to company policies and procedures.

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:

• Must be 18 years or older
• High school diploma or equivalent required
• Excellent organizational, written, and verbal communication skills
• Typing speed of 20+ WPM
• Basic proficiency in Microsoft Office Suite (Excel, Word, Outlook, PowerPoint)
• Familiarity with Windows OS
• Highly reliable with strong attendance and punctuality
• Strong problem-solving, conflict resolution, and negotiation skills
• Customer service-oriented: empathetic, responsive, patient, and conscientious
• Ability to multi-task, self-manage, and stay focused in a fast-paced environment
• Team-oriented with excellent interpersonal skills
• Comfortable working in an environment where change and ambiguity are common