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We are looking for a skilled Recovery Representative I (Tier II) to join our team in Rochester, New York. In this long-term contract role, you will play a critical part in managing corporate collections, ensuring the resolution of returned bank items, and delivering high-quality customer service to both internal and external stakeholders. The ideal candidate will have a strong background in collections and customer service, with a proactive approach to risk mitigation and revenue recovery.
Job Responsibility:
Accurately resolve returned bank items in a timely manner, adhering to established policies and procedures
Provide exceptional customer service to internal teams and external clients, ensuring satisfaction while minimizing company risk
Educate clients and branches on resolution processes and recommend alternative service options when necessary
Develop and maintain knowledge of Paychex products and systems to make informed decisions regarding revenue
Research and address product and service issues, handling objections with mentorship support to recover lost revenue
Monitor and update daily payment reports and payroll hold reports to ensure accuracy and prevent penalties or service disruptions
Evaluate client accounts to determine approved services and implement measures to mitigate company risk
Maintain daily call quotas and comply with departmental policies and procedures
Participate in ongoing training sessions to enhance skills and remain compliant with regulatory standards
Ensure adherence to the Fair Debt Collections Practices Act and other relevant regulatory requirements
Requirements:
Proven experience in collections
Minimum of a high school diploma required
Bachelor's degree is preferred
Background in customer service, finance, accounting, or payroll functions
Familiarity with call center operations
Proficiency in Microsoft Word, Excel, and Access
Ability to thrive in a fast-paced environment and handle multiple priorities effectively
Strong analytical skills for researching and resolving service and product issues
Knowledge of compliance standards, including the Fair Debt Collections Practices Act
Excellent communication skills to educate clients and manage objections professionally
Capacity to work collaboratively and independently while adhering to organizational policies
What we offer:
Medical, vision, dental, and life and disability insurance
Eligible to enroll in company 401(k) plan
Access to top jobs, competitive compensation and benefits