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We are looking for a Recovery Representative I (Tier II) to support payment recovery operations and deliver responsive service for both internal partners and external clients in Rochester, New York. This Long-term Contract position focuses on resolving returned banking items, protecting company revenue, and guiding customers through available resolution options with professionalism and accuracy. The ideal candidate brings a strong customer service mindset, sound judgment, and the ability to work effectively in a fast-paced, compliance-driven environment.
Job Responsibility
Investigate returned bank transactions and take timely action to bring each item to resolution while maintaining accurate records
Communicate with clients, branches, and internal teams to explain recovery steps, answer questions, and recommend suitable service alternatives
Review product and account details across payroll, tax, benefits, garnishments, retirement, debit card, and related service areas to support informed decisions
Research client issues, address objections with appropriate guidance, and manage recovery activities through completion to maximize retained revenue
Update daily payment-related and payroll hold reporting with a high level of accuracy to help prevent penalties and service disruptions
Assess account standing and approved service usage to reduce financial exposure and support risk-conscious decision-making
Meet daily call volume expectations and follow established departmental procedures, documentation standards, and compliance practices
Participate in ongoing learning and apply regulatory requirements, including debt collection standards, during all customer interactions
Requirements
Previous collections experience is required
High school diploma required
bachelor’s degree preferred
Background in customer service, finance, accounting, or payroll support is preferred
Prior call center experience with inbound customer communication is strongly desired
Working knowledge of Microsoft Word, Excel, and Access
Ability to analyze account information, research issues, and make accurate decisions within established guidelines
Comfortable working in a high-volume, fast-paced environment while maintaining attention to detail
Understanding of compliance expectations and regulatory standards related to collection or recovery activity is preferred