Entry-Level Collections Agent (Full-Time)

MCI; Tampa (FL); On-site; USD 30,000 - 40,000; Full time

Benefits offered by this job

Paid Time Off

Health Benefits

Retirement Savings

Career Growth Opportunities

Job summary

MCI is hiring a Collections Agent in Tampa, FL to assist in recovering outstanding debts while maintaining customer relationships. This role requires excellent communication skills, attention to detail, and a commitment to service excellence, adhering to compliance with debt collection laws.

Successful candidates will engage with customers, negotiate payment options, and ensure professional support while using collection software. MCI offers competitive compensation and a variety of benefits to support employee growth and satisfaction.

Qualifications

• Must have strong verbal and written communication skills.
• Proven experience in collections, customer service, or call center environments required.
• Ability to remain calm and professional under pressure is essential.

Responsibilities

• Place outbound calls to customers to discuss payment options.
• Use negotiation techniques to encourage timely payments.
• Document all customer interactions in the collections system.

Skills

Communication skills

Customer service experience

Negotiation skills

Attention to detail

Problem-solving skills

Education

High school diploma or equivalent

College coursework or degree

Tools

CRM systems

Collection software

Job description

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

• 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

• 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

CONDITIONS OF EMPLOYMENT

All MCI Locations

• Must be authorized to work in the country where the job is based.

Subject to the program and location of the position

• 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 & BENEFITS

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:

We understand the importance of balance and support, which is why we offer a variety of benefits and incentives that go beyond a paycheck. Our team members enjoy:

• 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 60 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-term disability coverage is available to help protect you during unexpected challenges.
• Life Insurance: Access life insurance options to safeguard your loved ones.
• Supplemental Insurance: Accident and critical illness insurance
• 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.

Compensation & Benefits that Fit Your Life

MCI takes pride in tailoring our offerings to fit the needs of our diverse team across subsidiaries and locations. While specific benefits and incentives may vary by geography, the core of our commitment remains the same: rewarding effort, providing growth opportunities, and creating an environment where every employee feels valued.

If you’re ready to join a company that recognizes your contributions and supports your growth, MCI is the place for you. Apply today!

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 benefits our employees, company, customers, and 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, where employees are treated with dignity and respect. All employees are responsible 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 qualified applicants with criminal histories for employment 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, MCI's policy is to provide reasonable accommodation to qualified employees with protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.