Entry-Level Collections Agent (Full-Time)

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.  We are seeking a  Collections Agent  to join our team and play a key role in recovering outstanding debts while maintaining respectful and solution-focused customer relationships. This position requires strong communication and negotiation skills, attention to detail, and a commitment to compliance and customer service excellence. 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: Place  outbound calls  to customers with delinquent accounts to discuss balances and payment options. Use  scripted dialogues and proven negotiation techniques  to encourage timely payments and resolve outstanding debts. Engage with customers in a  professional and empathetic manner , actively listening and addressing concerns or objections. Provide accurate information about  account status, payment terms , and consequences of non-payment. Process payments over the phone, including  credit card transactions, EFTs , and payment arrangements, ensuring accuracy and compliance. Document all customer interactions, payment arrangements, and account updates in the  collections system or CRM . Adhere to  regulatory requirements  and company policies, including the  Fair Debt Collection Practices Act (FDCPA) . Ensure all collection activities are conducted  ethically, professionally, and legally . Maintain accurate and up-to-date records of customer interactions and account statuses. Generate reports and metrics related to  collection performance, call outcomes , and recovery rates. Provide  exceptional customer service  by resolving inquiries and escalating complex cases when necessary. Build  rapport and trust  with customers to foster cooperation and positive outcomes. 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;  college coursework or degree preferred Proven experience in  collections, customer service, or contact center  environments Strong  verbal and written communication  skills Excellent  interpersonal abilities , including active listening, empathy, and conflict resolution Ability to remain  calm and professional under pressure Familiarity with  collection software, CRM systems , and call center technology is a plus Knowledge of  debt collection laws and compliance requirements  preferred Strong  attention to detail , organizational skills, and proficiency in data entry Willingness to work  flexible hours , including 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 busines