Collections Agent – MCI BPO (Cape Town)

Company: MCI (Marlowe Companies Inc.)

Division: Business Process Outsourcing (BPO) / Account Receivables Management

Industry: Contact Centre & BPO Services

Location: Cape Town, Western Cape, South Africa (ZA-WC-Cape Town)

Position Type: Full-Time Permanent

Experience Level: Entry-Level / Associate

Job ID: 2026-50652

Closing Date: 05 October 2026

About MCI & The Collections Role

MCI is a global business services leader delivering Customer Experience (CX), Business Process Outsourcing (BPO), and digital technology solutions across 10+ delivery facilities worldwide, including South Africa.

MCI is seeking motivated and experienced Collections Agents to join its growing team in Cape Town. In this role, you will support international and local customers by managing overdue accounts, establishing structured payment arrangements, resolving billing disputes, and facilitating account recovery—all while maintaining an empathetic, customer-focused approach.

Key Responsibilities & Daily Deliverables

The Collections Agent will execute daily duties across four primary functional areas:

1. Customer Engagement & Payment Recovery

• Outbound & Inbound Collections: Contact customers via phone and digital channels regarding overdue accounts, status updates, and payment arrangements.
• Payment Negotiations: Discuss balances and arrange appropriate payment solutions adhering to established guidelines.

2. Billing Dispute & Account Resolution

• Query Investigation: Investigate payment discrepancies, billing disputes, and service restoration requests resulting from overdue balances.
• Account Support: Assist customers in understanding account statements, payment due dates, and available payment methods.

3. Record Keeping & Monitoring

• Interaction Documentation: Maintain precise, up-to-date records of customer commitments, payment arrangements, and collection attempts on CRM and billing software.
• Delinquency Tracking: Monitor account activity to encourage timely payments and reduce overall delinquency rates.

4. Compliance & Quality Assurance

• Regulatory Alignment: Adhere strictly to company policies, collection standards, and applicable legal/financial regulations.
• KPI Performance: Achieve individual and team targets covering collections recovery rates, call quality, and customer satisfaction metrics.

Candidate Profile & Minimum Entry Requirements

To qualify for consideration for this role at MCI, candidates must meet the following criteria:

• Educational Qualifications:
  • Grade 12 / National Senior Certificate (NSC) or equivalent qualification (Essential).
• Experience Requirements:
  • 2 to 3 years of experience in collections, accounts receivable, credit control, or a collections-focused contact centre environment (Essential).
  • Demonstrated experience using CRM, billing, or account management systems (Advantageous).
• Assessments & Clearances:
  • Must successfully pass a pre-employment drug screening assessment and online screening test.
• Technical & Soft Skills:
  • Proficiency in Microsoft Office applications.
  • Strong negotiation, active listening, conflict-resolution, and persuasion skills.
  • High attention to detail, empathy, and professional composure during difficult financial discussions.

Apply here

What MCI Offers

• Global BPO Exposure: Work with leading international client partners in an expanding global organization employing over 10,000 professionals.
• Career Advancement: Structured growth pathways in BPO operations, credit control management, and team leadership.
• Dynamic Work Environment: Professional, tech-enabled contact centre environment based in Cape Town.

Career Advice for MCI Applicants

1. Highlight Debt Recovery Experience: Feature specific metrics on past collections performance, target achievements, or recovery rates on page 1 of your CV.
2. Include Job ID: Reference Job ID: 2026-50652 on your resume and cover letter.
3. Complete Pre-Screening Fully: Complete all online assessment questions and pre-employment tests promptly after submitting your application.

Sample Collections Agent Interview Questions

Negotiation & Objection Handling

• Question (Payment Negotiation): “How do you handle a customer who states they are facing severe financial hardship and cannot afford the minimum monthly payment arrangement?”
• Question (De-escalation): “What techniques do you use to remain calm and empathetic when speaking with a customer who is angry about service suspension due to non-payment?”

How to Apply

Submit your application directly through the official MCI careers portal:

• Company: MCI (Marlowe Companies Inc.)
• Position: Collections Agent
• Job ID: 2026-50652
• Location: Cape Town, Western Cape
• Closing Date: 05 October 2026