MassMarkets is hiring: Call Center Collections Agent in Tampa

Overview

Join to apply for the Call Center Collections Agent role at MassMarkets.

Position Overview: MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry. Are you a persuasive communicator with a talent for turning tough conversations into positive outcomes? We're looking for a Collections Agent who can combine empathy, professionalism, and negotiation skills to help customers resolve outstanding debts while supporting our company's financial goals.

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.

Responsibilities

• Make outbound calls to customers with overdue accounts to discuss balances and offer tailored repayment solutions.
• Use proven scripts and negotiation strategies to secure payment commitments and resolve delinquencies.
• Communicate with empathy and professionalism, actively listening to concerns and addressing objections.
• Accurately process payments via phone (credit cards, EFTs, and payment plans) in compliance with company protocols.
• Record all customer interactions, payment arrangements, and account updates in our CRM system.
• Follow all applicable laws and regulations, including the Fair Debt Collection Practices Act (FDCPA), ensuring ethical and legal collection practices.
• Track and report on collection performance, call outcomes, and recovery rates.
• Resolve inquiries and escalate complex issues to supervisors when needed, always aiming for a positive customer experience.
• Foster trust and cooperation with customers to encourage timely payments and long-term resolution.

Candidate Qualifications

• High school diploma or equivalent required; college coursework a plus.
• Prior experience in collections, customer service, or call center environments preferred.
• Strong verbal and written communication with the ability to explain financial matters clearly and confidently.
• Empathy, active listening, and conflict resolution skills.
• Familiarity with collection software, CRM systems, and call center tools is a plus.
• Understanding of debt collection laws and regulatory requirements is highly desirable.
• Strong organizational skills and accuracy in data entry and documentation.
• Ability to stay composed under pressure and thrive in a fast-paced, target-driven environment.
• Willingness to work 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

• Starting compensation is based on experience; we offer a variety of benefits and incentives to support and reward our team members.
• Benefits include Paid Time Off, holidays, health benefits (medical, dental, vision), retirement savings where available, disability and life insurance, supplemental insurance, and casual dress code.
• Incentives & Rewards: Daily, weekly, and monthly contests with cash bonuses and prizes.
• Career Growth: Focus on internal promotions and significant advancement opportunities.
• Paid Training and a collaborative, engaging work environment.

About MassMarkets / MCI

MCI helps customers take on their CX and DX challenges differently, creating industry-leading solutions that deliver exceptional experiences and drive optimal performance. MCI is the holding company for a diverse lineup of services and brands. This description is intended as a general overview of the role.