Call Center Agent

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.

Are you a skilled communicator with a passion for resolving financial challenges and helping customers find solutions? We're looking for a Collections Specialist who thrives in a fast-paced, goal-driven environment and is committed to delivering exceptional service while recovering outstanding balances.

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.

• Customer Outreach: Initiate inbound and outbound calls to customers with overdue accounts to discuss payment options.
• Account Analysis: Review account histories to assess balances, payment status, and reasons for delinquency.
• Negotiation & Resolution: Use empathy and professionalism to negotiate payment arrangements that meet both customer and company needs.
• Payment Processing: Set up and manage payment plans in accordance with company policies.
• Documentation: Maintain accurate records of customer interactions, agreements, and account updates.
• Compliance: Ensure all collection activities align with federal, state, and company regulations.
• Customer Support: Address inquiries, resolve disputes, and provide proactive solutions to prevent future delinquencies.
• Reporting: Generate regular reports on collection efforts and account statuses for management review.
• Continuous Improvement: Stay informed on industry best practices and participate in ongoing training.

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

All positive, driven, and confident 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
• 6+ months of experience in collections, billing, or customer service
• Strong understanding of collections and billing procedures
• Excellent verbal and written communication skills
• Proven ability to handle challenging conversations with empathy and professionalism
• Proficient in CRM systems and collection software
• Typing speed of 45+ WPM
• Detail-oriented with strong organizational and problem-solving skills
• Goal-driven and motivated to meet or exceed performance targets
• Ability to multi-task, manage time effectively, and work independently
• Team-oriented with a strong customer-first mindset
• Comfortable in a dynamic, fast-paced environment

Compensation Details

At MCI, your hard work deserves recognition and rewards. 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:

• HMO Coverage plus a dependent
• Rank & File: ₱100,000 coverage
• Supervisors/Managers: ₱120,000 coverage
• Dental Coverage
• In-house dental assistance worth ₱5,000
• Free meal during training
• Career growth and learning
• Allowances for rice, clothing, laundry and meals
• Performance and loyalty bonuses
• Frequent disinfection, fogging of workplace
• Opportunities for growth and promotion
• Employee shuttle services
• Company retreats and off-site events
• Sharpen your social skills while meeting awesome people and making new friends
• Plus, more in-office rewards, raffles, recognition gifts, and treats

Physical Requirements

This job operates in a professional office environment. 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 may occasionally move about the office to accomplish tasks.

Conditions of Employment

• All MCI Locations: Must be authorized to work in the country where the job is based.
• Must be willing to submit to a Level II background and/or security investigation with a fingerprint. Job offers are contingent on background/security results.
• Must be willing to submit to drug screening. Job offers are contingent on drug screening results.

Equal Opportunity Employer

MCI is an equal opportunity employer. All aspects of employment are based on merit and qualifications. We do not discriminate on age, ancestry, color, gender identity or expression, national origin, disability, or any other protected characteristic. We may consider qualified applicants with criminal histories in a manner consistent with local and federal requirements.

About MCI

MCI helps customers take on their CX and DX challenges differently, providing industry-leading solutions in BPO, IT services, and related fields. MCI operates multiple subsidiaries and brands across North America and beyond, with a focus on delivering exceptional experiences and performance.

The employer reserves the right to revise this job description at any time. This description is not a contract for employment and either party may terminate employment at any time for any reason.