Experienced Collections Specialist

4 weeks ago

Tampa, Florida, United States MCI Military Recruitment Full time
Job Title: Experienced Collections Agent

At MCI, we are seeking a highly motivated and experienced Collections Agent to join our team. As a Collections Agent, you will be responsible for contacting customers with outstanding debts to collect payments and negotiate repayment plans.

Key Responsibilities:
  • Place outbound calls to customers with delinquent accounts to discuss outstanding balances, payment options, and negotiate repayment plans.
  • Use scripted dialogues and negotiation techniques to encourage timely payments and resolve outstanding debts.
  • Engage with customers in a professional and empathetic manner, actively listening to their concerns and addressing questions or objections regarding payments.
  • Provide accurate information about account status, payment terms, and consequences of non-payment.
  • Process payments over the phone, including credit card transactions, electronic fund transfers, and payment arrangements, ensuring accuracy and compliance with payment processing protocols.
  • Document payment arrangements, notes, and interactions with customers in the collections system.
  • Adhere to regulatory requirements and company policies governing debt collection practices, including the Fair Debt Collection Practices Act (FDCPA) and other relevant regulations.
  • Maintain accurate and up-to-date records of customer interactions, payment arrangements, and account statuses in the collections database or customer relationship management (CRM) system.
  • Generate reports and metrics related to collection performance, call outcomes, and payment recovery rates.
  • Provide exceptional customer service by addressing customer inquiries, resolving issues promptly, and escalating complex cases to team leaders or supervisors when necessary.
  • Build rapport and trust with customers to facilitate positive interactions and increase willingness to cooperate with repayment efforts.
Requirements:
  • High school diploma or equivalent; some college coursework or degree preferred.
  • Proven experience in collections, customer service, or call center environments is advantageous.
  • 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 collection software, CRM systems, and call center technology is a plus.
  • Knowledge of debt collection laws, regulations, and compliance requirements is preferred.
  • Strong attention to detail, organizational skills, and proficiency in data entry and documentation.
  • Willingness to work flexible hours, including evenings and weekends, as needed.
Working Conditions:

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.

Benefits:

We offer competitive compensation packages, professional development opportunities, and a collaborative work environment that values diversity and inclusion.

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