Position Overview
Job Title: Call Center Agent (Collections Specialist)
Job Type: Full Time; Graveyard Shift
Location: San Fernando, Pampanga
As a Collections Specialist, you will play a crucial role in our organization by assisting in the recovery of outstanding debts from customers. You will utilize your excellent communication skills, empathy, and negotiation abilities to establish positive rapport with customers and work towards mutually beneficial solutions.
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
Customer Contact: Initiate contact with customers who have overdue accounts through inbound and outbound calls.
Account Analysis: Review and analyze customer accounts to understand the status, outstanding balances, and reasons for non-payment.
Negotiation: Engage in professional and empathetic negotiations to collect outstanding debts while maintaining customer satisfaction.
Payment Processing: Process and set up payment arrangements as appropriate, adhering to company policies and procedures.
Documentation: Maintain accurate and detailed records of customer interactions, payment agreements, and relevant information in the database.
Compliance: Ensure full compliance with all state and federal regulations, as well as company policies, in the collections process.
Customer Service: Provide exceptional customer service by addressing customer inquiries, resolving issues, and offering solutions to prevent future delinquencies.
Reporting: Generate and submit regular reports on collections activities and account statuses to the management team.
Training: Stay updated on industry trends, company policies, and collection techniques through ongoing training and development programs.
Targets and Goals: Meet or exceed monthly and quarterly collection targets while maintaining a high level of professionalism.
Candidate Qualifications
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 of age or older.
High school diploma or equivalent.
Minimum of 6 months of experience in collections or billing is required.
Strong understanding of billing and collection processes.
Outstanding communication and interpersonal skills.
Ability to handle difficult customer interactions with empathy and professionalism.
Proficiency in using computer systems and familiarity with collection software.
The ability to type swiftly and accurately (45+ words a minute).
Strong attention to detail.
Excellent organizational, written, and oral communication skills.
Excellent negotiation and problem-solving skills.
Goal-oriented with a strong desire to achieve targets.
The ability to evaluate, troubleshoot, and follow up on customer issues.
An aptitude for conflict resolution, problem solving, and negotiation.
Must be customer service oriented (empathetic, responsive, patient, and conscientious).
Ability to multi-task, stay focused and self-manage.
Strong team orientation and customer focus.
The ability to thrive in a fast-paced environment where change and ambiguity are prevalent.
Excellent interpersonal skills and the ability to build relationships with your team and customers.
Highly reliable with the ability to maintain regular attendance and punctuality.
Compensation Details
We believe in the importance of our staff and recognize them as the driving force behind our success.
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.
Conditions of Employment
Must be authorized to work in the country where the job is based.
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.
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.
Equal Opportunity Employer
At MCI and its subsidiaries, we embrace differences and believe diversity benefits our employees, company, customers, and community. All aspects of employment at MCI are based solely on a person's merit and qualifications.
The purpose of the above job description is to provide potential candidates with a general overview of the role. It's not an all-inclusive list of the duties, responsibilities, skills, and qualifications required for the job. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based on your performance of the tasks listed in this job description.
The employer has the right to revise this job description at any time. This job description is not an employment contract, and either you or the employer may terminate employment at any time for any reason.
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