Call Center Agent (Collections Specialist)

Pampanga, PH

JOB TYPE
Full-Time

Position Overview Job Title: Call Center Agent (Collections Specialist)

Job Type: Full Time; Graveyard Shift

Location: San Fernando, Pampanga

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.

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.


Key Responsibilities Initiate contact with customers who have overdue accounts through inbound and outbound calls.Review and analyze customer accounts to understand the status, outstanding balances, and reasons for non-payment.Engage in professional and empathetic negotiations to collect outstanding debts while maintaining customer satisfaction.Process payments and set up payment arrangements as appropriate, adhering to company policies and procedures.Maintain accurate and detailed records of customer interactions, payment agreements, and relevant information in the database.Ensure full compliance with all state and federal regulations, as well as company policies, in the collections process.Provide exceptional customer service by addressing customer inquiries, resolving issues, and offering solutions to prevent future delinquencies.Generate and submit regular reports on collections activities and account statuses to the management team.Stay updated on industry trends, company policies, and collection techniques through ongoing training and development programs.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.Ability to work in a fast-paced and team-oriented environment.Highly reliable with the ability to maintain regular attendance and punctuality.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.Compensation Details 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 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 90 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- and long-term disability coverage is available to help protect you during unexpected challenges.Life Insurance: Access life insurance options to safeguard your loved ones.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.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.
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.
Disclaimer 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 upon 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 a contract for employment, and either you or the employer may terminate employment at any time, for any reason.

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