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Recovery Representative I (Tier II)

United States, Rochester · Job Posted June 29, 2026
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Job Description

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

What we offer

  • medical
  • vision
  • dental
  • life and disability insurance
  • 401(k) plan

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