Entry-Level Collections Agent

Entry-Level Collections Agent (Full-Time)

Mass Markets is inviting applications for the Entry-Level Collections Agent (Full-Time) role. The position involves contacting customers with outstanding debts to collect payments and negotiate repayment plans while maintaining positive customer relationships.

Tampa, FL

Hourly – $36,000.00‑$ per year

We seek a Collections Agent who will be responsible for contacting customers who have outstanding debts. The role embraces effective communication and negotiation skills to resolve balances while ensuring a respectful customer experience.

• Place outbound calls to customers with delinquent accounts to discuss outstanding balances, payment options, and negotiate repayment plans.
• Use scripted dialogues and negotiation techniques to encourage timely payments and resolve outstanding debts.
• Engage with customers in a professional and empathetic manner, actively listening to concerns and addressing questions or objections regarding payments.
• Provide accurate information about account status, payment terms, and consequences of non‑payment.
• Process payments over the phone, including credit card transactions, electronic fund transfers, and payment arrangements, ensuring accuracy and compliance with payment processing protocols.
• Document payment arrangements, notes, and interactions with customers in the collections system.
• Adhere to regulatory requirements and company policies governing debt collection practices, including the Fair Debt Collection Practices Act (FDCPA).
• Ensure that all collection activities are conducted ethically, professionally, and in accordance with legal guidelines.
• Maintain accurate and up‑to‑date records of customer interactions, payment arrangements, and account statuses in the collections database or CRM system.
• Generate reports and metrics related to collection performance, call outcomes, and payment recovery rates.
• Provide exceptional customer service by addressing inquiries, resolving issues promptly, and escalating complex cases to team leaders or supervisors when necessary.
• Build rapport and trust with customers to facilitate positive interactions and increase willingness to cooperate with repayment efforts.

• High school diploma or equivalent; some college coursework or degree preferred.
• Proven experience in collections, customer service, or call center environments is advantageous.
• Strong communication skills, both verbal and written, with the ability to effectively convey information and negotiate payment arrangements.
• Excellent interpersonal skills, including active listening, empathy, and conflict resolution abilities.
• Ability to work in a fast‑paced environment, handle challenging situations with composure, and maintain professionalism under pressure.
• Familiarity with collection software, CRM systems, and call center technology is a plus.
• Knowledge of debt collection laws, regulations, and compliance requirements is preferred.
• Strong attention to detail, organizational skills, and proficiency in data entry and documentation.
• Willingness to work flexible hours, including evenings and weekends, as needed.

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

• Paid Training
• Paid Time Off:
  Earn PTO and paid holidays.
• Health Benefits:
  
  Comprehensive medical, dental, and vision coverage after 60 days; MEC plans after 30 days.
• Retirement Savings:
  Programs available where offered.
• Life, Disability, and Supplemental Insurance options.
• Disability Insurance—short term available.
• Incentives & Rewards:
  Daily, weekly, and monthly contests with cash bonuses and prizes.
• Career Growth:
  Internal promotion opportunities.
• Casual Dress Code and flexible schedules.
• Regular raises and advancement opportunities.

The role is largely sedentary. Employees may sit/stand for long…