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Robert Half Logo Robert Half · Customer Service

Recovery Representative I (Tier II)

United States, Rochester · Job Posted May 05, 2026
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Job Description

We are looking for a Recovery Representative I (Tier II) to join a customer service team supporting payment recovery and account resolution activities in Rochester, New York. This Long-term Contract position focuses on resolving returned banking items, assisting clients and internal partners with service-related questions, and helping reduce financial exposure through accurate, timely follow-up. The ideal candidate brings strong collections and call center experience, sound judgment, and the ability to work effectively in a fast-paced environment while maintaining compliance with established guidelines.

Job Responsibility

  • Review and resolve returned banking transactions promptly and accurately to support recovery efforts and minimize outstanding losses
  • Respond to questions from clients, branches, and internal teams with attentive service while balancing customer needs with company risk controls
  • Investigate payment, payroll, and service issues by analyzing account details, identifying root causes, and determining appropriate next steps
  • Guide customers and internal partners through the resolution process, including alternative service options when standard methods are not available
  • Monitor daily payment and payroll-related reports to ensure updates are completed on time and to help prevent penalties or service disruptions
  • Assess account standing and service eligibility to determine approved solutions and reduce operational and financial risk
  • Maintain expected call volume and documentation standards while following departmental procedures and compliance requirements
  • Build working knowledge of payroll, tax, benefits, garnishments, retirement, debit card, and related service offerings to support sound decision-making
  • Participate in ongoing coaching and training to strengthen product knowledge, collection techniques, and regulatory adherence

Requirements

  • High school diploma required
  • bachelor's degree preferred
  • Prior collections experience is required
  • Background in customer service, finance, accounting, payroll, or a related business function
  • Experience working in a call center or other high-volume phone-based environment
  • Proficiency with Microsoft Word, Excel, and Access
  • Ability to research account issues, manage objections professionally, and work toward successful recovery outcomes
  • Strong attention to detail with the ability to maintain accuracy under tight deadlines
  • Capacity to work in a fast-paced setting while following compliance standards and regulatory guidelines

What we offer

  • Medical, vision, dental, and life and disability insurance
  • 401(k) plan
  • Free online training
  • Access to top jobs and competitive compensation
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