Account Manager - International Calling Executive
Midland Credit / Encore Capital
- Experience
- 1+ year
- Location
- On-site
- International voice process
- Negotiation
- English communication
- PC navigation
- Time management
- Organizational skills
- Call etiquette
About the role
Deliver high-quality customer interactions for US customers via international outbound calls. Meet individual and team performance targets for call quality, productivity, and adherence. Resolve customer queries and issues within agreed timelines. Maintain accurate documentation of customer interactions in internal systems.
What you’ll do
- Handle international outbound voice calls professionally for US customers
- Deliver high-quality customer interactions while meeting defined quality and compliance standards
- Effectively negotiate and resolve customer queries or issues within agreed timelines
- Maintain accurate and complete documentation of customer interactions in internal systems
- Meet individual and team performance targets, including call quality, productivity, and adherence
- Follow all process guidelines, policies, and regulatory requirements
- Manage call volumes efficiently while maintaining a high level of customer satisfaction
What we’re looking for
Must have
- International voice process
- Negotiation
- English communication
- PC navigation
- Time management
- Organizational skills
What makes this role challenging
- Handling high call volumes in a fast-paced environment
- Meeting strict quality and compliance standards on every call
- Negotiating and resolving customer issues within tight timelines
- Maintaining accuracy and documentation while managing multiple tasks
What success looks like
- First 30 days
- Ramp up on the international voice process, internal systems, and compliance standards; begin handling outbound calls with acceptable quality and adherence.
- By 90 days
- Consistently meet individual performance targets for call quality, productivity, and adherence; resolve customer queries effectively and maintain accurate documentation.
- First year
- Become a top performer on the team, contributing to team targets, participating in coaching and training, and demonstrating readiness for career growth opportunities.
About Midland Credit / Encore Capital
Encore Capital Group (NASDAQ: ECPG) is a publicly traded international specialty finance company and the largest debt buyer and collector in the United States. Its wholly-owned subsidiary Midland Credit Management (MCM), headquartered in San Diego, purchases portfolios of defaulted consumer receivables and manages them by partnering with consumers as they repay obligations and work toward financial recovery. Encore also operates Cabot Credit Management in Europe and a Latin America/Asia Pacific (LAAP) business, with global operations across North America, Europe, Asia and Latin America.
Specialty finance / debt buying & collections · Public · 7,350 employees (Encore Capital Group); MCM over 4,000 worldwide; Midland Credi…
Job description
Key responsibilities
Handle international outbound voice calls professionally for US customers.
Deliver high‐quality customer interactions while meeting defined quality and compliance standards.
Effectively negotiate and resolve customer queries or issues within agreed timelines.
Maintain accurate and complete documentation of customer interactions in internal systems.
Meet individual and team performance targets, including call quality, productivity, and adherence.
Follow all process guidelines, policies, and regulatory requirements.
Manage call volumes efficiently while maintaining a high level of customer satisfaction.
Work collaboratively with team members and escalate issues when required.
Demonstrate flexibility to handle a fast‐paced and demanding work environment.
Participate in training, feedback, and coaching sessions for continuous performance improvement.
Experience
Graduation is mandatory (no undergraduates).
Minimum 1 year of core International VOICE process experience (pure voice only).
Experience in International processes (Collections or Non‐Collections).
Backend, blended experience is not eligible.
Candidates must have all relevant experience documents from last 1 year of employment
Skills Required
Excellent verbal and written English communication skills.
Good negotiation skills.
Basic PC and system navigation knowledge.
Strong time management and organizational skills.
Ability to handle multiple tasks & maintaining accuracy.
Professional call etiquette with a customer‐centric approach
Perks and Benefits
Transportation Services: Convenient and reliable commute options to ensure a hassle-free journey to and from work.
Meal Facilities: Nutritious and delicious meals provided to keep you energized throughout the day.
Career Growth Opportunities: Clear pathways for professional development and advancement within the organization.
Captive Unit Advantage: Work in a stable, secure environment with long-term projects and consistent workflow.
Continuous Learning: Access to training programs, workshops, and resources to support your personal and professional growth.
What We Offer
We understand the important balance between work and life, fun and professionalism, and corporation verse community. We strive to support your career aspirations and provide the benefits you need to live a more fulfilling life.
Our compensation and benefits programs were created with an 'Employee-First Approach' focused on supporting, developing, and recognizing YOU. We offer a wide array of wellness and mental health initiatives, support volunteerism, and environmental efforts, encourage employee education through leadership training, skill-building, and tuition reimbursements, and always strive to provide promotion opportunities from within.
All these things are just a small way to show our employees that we recognize their value, we understand what is important to them, and we reward their contributions.
About us
Headquartered in the United States, Encore Capital Group(opens in new window) (Encore) is a publicly traded international specialty finance company operating in various countries around the globe. Through our businesses - such as Midland Credit Management and Cabot Credit Management - we help consumers to restore their financial health as we further our Mission of creating pathways to economic freedom. Our commitment to building a positive workplace culture and a best-in-class employee experience have earned us accolades including Great Place to Work® certifications in many geographies where we operate. If you have a passion for helping others and thrive at a company that values innovation, inclusion and excellence, then Encore Capital Group is the right place for you.
Encore Capital Group and all of its subsidiaries are proud to be an equal opportunity employer and are committed to fostering an inclusive and welcoming environment where everyone feels they belong. We encourage candidates from all backgrounds to apply. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status, or any other status protected under applicable law. If you wish to discuss potential accommodations related to applying for employment,