Call Center Agent (Collections Specialist)

MCI; San Fernando; On-site; PHP 100,000 - 400,000; Full time

Job summary

A leading BPO company in San Fernando, Philippines is seeking a Collections Specialist to manage customer accounts. Candidates should possess strong communication skills and empathy, with a high school diploma required. Responsibilities include customer outreach, account analysis, and payment processing. The role offers benefits such as HMO coverage and performance bonuses, fostering a supportive work environment.

Benefits

HMO Coverage

Dental Coverage

Free meal during training

Performance bonuses

Employee shuttle services

Qualifications

• Must be 18 years or older.
• 6+ months of experience in collections, billing, or customer service.
• Detail-oriented with strong organizational skills.

Responsibilities

• Initiate inbound and outbound calls to customers with overdue accounts.
• Review account histories to assess balances.
• Negotiate payment arrangements with customers.

Skills

Verbal and written communication

Empathy

Problem-solving

Organizational skills

Customer-first mindset

Education

High school diploma or equivalent

Tools

CRM systems

Collection software

Job description

Full-Time

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 skilled communicator with a passion for resolving financial challenges and helping customers find solutions? We’re looking for Collections Specialist who thrives in a fast‑paced, goal‑driven environment and is committed to delivering exceptional service while recovering outstanding balances.

Key Responsibilities

• Customer Outreach: Initiate inbound and outbound calls to customers with overdue accounts to discuss payment options.
• Account Analysis: Review account histories to assess balances, payment status, and reasons for delinquency.
• Negotiation & Resolution: Use empathy and professionalism to negotiate payment arrangements that meet both customer and company needs.
• Payment Processing: Set up and manage payment plans in accordance with company policies.
• Documentation: Maintain accurate records of customer interactions, agreements, and account updates.
• Compliance: Ensure all collection activities align with federal, state, and company regulations.
• Customer Support: Address inquiries, resolve disputes, and provide proactive solutions to prevent future delinquencies.
• Reporting: Generate regular reports on collection efforts and account statuses for management review.
• Continuous Improvement: Stay informed on industry best practices and participate in ongoing training.

Candidate Qualifications

• Must be 18 years or older.
• High school diploma or equivalent required.
• 6+ months of experience in collections, billing, or customer service.
• Strong understanding of collections and billing procedures.
• Excellent verbal and written communication skills.
• Proven ability to handle challenging conversations with empathy and professionalism.
• Proficient in CRM systems and collection software.
• Typing speed of 45+ WPM.
• Detail‑oriented with strong organizational and problem‑solving skills.
• Goal‑driven and motivated to meet or exceed performance targetsli>
• Ability to multi‑task, manage time effectively, and work independently.
• Team‑oriented with a strong customer‑first mindset.
• Comfortable in a dynamic, fast‑paced environment.

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

• Starting compensation is based on experience.
• Benefits: HMO Coverage and dependent; Dental Coverage; In‑house dental assistance.
• Additional perks: Free meal during training, career growth and learning, allowances for rice, clothing, laundry and meals, performance and loyalty bonuses, frequent disinfection, fogging of workplace, opportunities for growth and promotion, employee shuttle services, company retreats and off‑site events, in‑office rewards, raffles, recognition gifts, and treats.

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.

MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. MCI will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements.

MCI will not tolerate discrimination or harassment based on any of these characteristics. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, it is the policy of MCI to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.