Outbound Calling for US customers - Account Manager

Midland Credit Management, an Encore Capital Group Company; Gurugram District; On-site; INR 300,000 - 500,000; Full time

Benefits offered by this job

Transportation Services

Meal Facilities

Career Growth Opportunities

Captive Unit Advantage

Continuous Learning

Job summary

Midland Credit Management, an Encore Capital Group Company, seeks an experienced International VOICE associate to handle outbound calls for US customers. You will ensure high-quality interactions, comply with standards, and document each interaction in our systems.

The role requires graduation and at least one year in international voice processes, with a focus on collections or non-collections. You will work in a fast-paced environment with ongoing training and growth opportunities.

Qualifications

• Graduation is mandatory (no undergraduates).
• Minimum 1 year of core International VOICE process experience (pure voice only).
• Experience in International processes (Collections or Non‑Collections).
• Backend, blended experience is not eligible.
• Candidates must have all relevant experience documents from last 1 year of employment

Responsibilities

• Handle international outbound voice calls professionally for US customers.
• Deliver high-quality customer interactions while meeting defined quality and compliance standards.
• Negotiate and resolve customer queries within agreed timelines.
• Maintain accurate documentation of customer interactions in internal systems.
• Meet individual and team performance targets, including call quality and productivity.
• Follow all process guidelines, policies, and regulatory requirements.
• Manage call volumes efficiently while maintaining customer satisfaction.
• Collaborate with team and escalate issues when required.
• Demonstrate flexibility in a fast-paced environment.
• Participate in training and coaching sessions for improvement.

Skills

Excellent English

Negotiation

Basic PC skills

Time management

Multitasking

Customer-centric etiquette

Education

Graduation mandatory

Job description

Key Responsibilities

• Handle international outbound voice calls professionally for US customers.
• Deliver high‑quality customer interactions while meeting defined quality and compliance standards.
• Effectively negotiate and resolve customer queries or issues within agreed timelines.
• Maintain accurate and complete documentation of customer interactions in internal systems.
• Meet individual and team performance targets , including call quality, productivity, and adherence.
• Follow all process guidelines, policies, and regulatory requirements.
• Manage call volumes efficiently while maintaining a high level of customer satisfaction.
• Work collaboratively with team members and escape issues when required.
• Demonstrate flexibility to handle a fast‑paced and demanding work environment.
• Participate in training, feedback, and coaching sessions for continuous performance improvement.

Experience

• Graduation is mandatory (no undergraduates).
• Minimum 1 year of core International VOICE process experience (pure voice only).
• Experience in International processes (Collections or Non‑Collections).
• Backend, blended experience is not eligible.
• Candidates must have all relevant experience documents from last 1 year of employment

Skills Required

• Excellent verbal and written English communication skills.
• Good negotiation skills.
• Basic PC and system navigation knowledge.
• Strong time management and organizational skills.
• Ability to handle multiple tasks & maintaining accuracy.
• Professional call etiquette with a customer‑centric approach

Perks and Benefits

Transportation Services : Convenient and reliable commute options to ensure a hassle‑free journey to and from work.

Meal Facilities : Nutritious and delicious meals provided to keep you energized throughout the day.

Career Growth Opportunities : Clear pathways for professional development and advancement within the organization.

Captive Unit Advantage : Work in a stable, secure environment with long‑term projects and consistent workflow.

Continuous Learning : Access to training programs, workshops, and resources to support your personal and professional growth.

What We Offer

We understand the important balance between work and life, fun and professionalism, and corporation verse community. We strive to support your career aspirations and provide the benefits you need to live a more fulfilling life.

Our compensation and benefits programs were created with an ‘Employee‑First Approach’ focused on supporting, developing, and recognizing YOU. We offer a wide array of wellness and mental health initiatives, support volunteerism, and environmental efforts, encourage employee education through leadership training, skill‑building, and tuition reimbursements, and always strive to provide promotion opportunities from within.

All these things are just a small way to show our employees that we recognize their value, we understand what is important to them, and we reward their contributions.

About Us

Headquartered in the United States, Encore Capital Group (Encore) is a publicly traded international specialty finance company operating in various countries around the globe. Through our businesses - such as Midland Credit Management and Cabot Credit Management - we help consumers to restore their financial health as we further our Mission of creating pathways to economic freedom. Our commitment to building a positive workplace culture and a best‑in‑class employee experience have earned us accolades including Great Place to Work® certifications in many geographies where we operate. If you have a passion for helping others and thrive at a company that values innovation, inclusion and excellence, then Encore Capital Group is the right place for you.

Encore Capital Group and all of its subsidiaries are proud to be an equal opportunity employer and are committed to fostering an inclusive and welcoming environment where everyone feels they belong. We encourage candidates from all backgrounds to apply. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status, or any other status protected under applicable law. If you wish to discuss potential accommodations related to applying for employment, please contact [e-mail]