Call Center Collections Agent

MCI Careers • Other • Cape Town, Western Cape, South Africa • $50 - $200 / year • 20h ago

Job Title: Call Center Collections Agent

Location: Onsite, Pinelands, Cape Town

Start Date: 2 December 2024

Hours: USA Shifts

MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients.

We are seeking an experienced Call Center Collections Agent to join our team who will be responsible for contacting customers to collect overdue payments on accounts while maintaining a high level of customer service. The agent will use various communication methods to reach out to customers, resolve disputes, and negotiate payment plans.

Key Responsibilities:

Make outbound collection calls to customers with past due accounts.
Negotiate payment plans and settlements with customers to bring accounts current.
Offer solutions to customers experiencing financial difficulties to help them maintain their accounts in good standing.
Review and analyze customer accounts to identify overdue payments.
Document all customer interactions and update account information in the system accurately.
Provide exceptional customer service by addressing customer concerns and questions promptly and professionally.
Educate customers on payment options, account status, and the consequences of non-payment.
Adhere to all company policies, procedures, and regulatory requirements.
Communicate effectively with customers, team members, and management.
Escalate unresolved issues to the appropriate department.
Meet or exceed individual and team performance goals and targets.
Maintain a high level of accuracy and efficiency in handling customer accounts.
Participate in ongoing training and development programs to enhance collection techniques and knowledge of industry regulations.
Stay updated on changes in company policies and procedures.

CANDIDATE QUALIFICATIONS:

Grade 12
6 months - 1 year experience in a collection's role
Superior command of the English language
Strong negotiation skills.
Ability to handle sensitive information with discretion and confidentiality.
Proficient in using computer systems and software applications.
Strong problem-solving skills and attention to detail.
Ability to work in a fast-paced environment and handle multiple tasks simultaneously.

COMPENSATION DETAILS:

We provide competitive compensation packages, opportunities for professional growth, and a supportive, collaborative work environment that embraces diversity and inclusion.

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.

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.
Must be willing to submit to drug screening.

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.