Call Center Collections Agent

LOCATION Tampa, FL POSITION 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.  Are you a persuasive communicator with a talent for turning tough conversations into positive outcomes? We’re looking for a  Collections Agent  who can combine empathy, professionalism, and negotiation skills to help customers resolve outstanding debts while supporting our company’s financial goals. 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 Key Responsibilities: Make outbound calls to customers with overdue accounts to discuss balances and offer tailored repayment solutions. Use proven scripts and negotiation strategies to secure payment commitments and resolve delinquencies. Communicate with empathy and professionalism, actively listening to concerns and addressing objections. Accurately process payments via phone (credit cards, EFTs, and payment plans) in compliance with company protocols. Record all customer interactions, payment arrangements, and account updates in our CRM system. Follow all applicable laws and regulations, including the Fair Debt Collection Practices Act (FDCPA) , ensuring ethical and legal collection practices. Track and report on collection performance, call outcomes, and recovery rates. Resolve inquiries and escalate complex issues to supervisors when needed, always aiming for a positive customer experience. Foster trust and cooperation with customers to encourage timely payments and long-term resolution. CANDIDATE 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, dedicated and should possess the below qualities: High school diploma or equivalent required; college coursework a plus. Prior experience in collections, customer service, or call center  environments preferred. Strong verbal and written communication with the ability to explain financial matters clearly and confidently. Empathy, active listening, and conflict resolution skills. Familiarity with collection software, CRM systems , and call center tools is a plus. Understanding of debt collection laws and regulatory requirements is highly desirable. Strong organizational skills and accuracy in data entry and documentation. Ability to stay composed under pressure and thrive in a fast-paced, target-driven environment. Willingness to work evenings and weekends  as needed. 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.  Driving modernization through digitalization, MCI ensures clients do more for less. MCI is the holding company for a diverse lineup of tech-enabled business services operating companies. MCI organically grows, acquires, and operates companies that have synergistic products and services portfolios, including but not limited to Automated Contact Center Solutions (ACCS), customer contact management, IT Services (IT Schedule 70), and Temporary and Administrative Professional Staffing (TAPS Schedule 736), Business Process Management (BPM), Business Process Outsourcing (BPO), Claims Processing, Collections, Customer Experience Provider (CXP), Customer Service, Digital Experience Provider (DXP), Account Receivables Management (ARM), Application Software Development, Managed Services, and Technology Services, to mid-market, Federal & enterprise partners. MCI now employs 10,000+ talented individuals with 150+ diverse North American client partners across the following MCI brands: MCI BPO, MCI BPOaaS, MarketForce,  GravisApps, Gravis Marketing, MarchEast, Mass Markets, MCI Federal Services (MFS), OnBrand24, The Sydney Call Center, Valor Intelligent Processing (VIP), BYC Aqua,  EastWest BPO, TeleTechnology, and Vinculum. POSITION 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, includi