Call Center Representative (Rochester)

Recovery Representative

Job Description

The Recovery Representative supports active clients with past due balances, billing concerns, and account issues that may be impacting payment. The role requires strong customer service, communication, problem-solving, and sound judgment to help resolve outstanding balances while supporting the ongoing client relationship.

Representatives work in a fast-paced environment and manage a mix of client calls, account research, written communication, and follow-up activity. Because each situation can be different, the role requires the ability to evaluate information, make thoughtful decisions, and adapt to changing priorities while balancing client needs with business and financial considerations.

Call volume varies throughout the year, with approximately 20–30 inbound calls per day during slower periods and 50–80 during peak season.

Qualifications:

• High School diploma and a minimum of 3 years of experience in customer service, finance, accounting, or payroll required.
• Strong organization, communication, problem-solving, and decision-making skills required.
• Must be comfortable communicating directly with clients, handling difficult or sensitive conversations, and evaluating situations that may require judgment rather than a strictly defined response.
• Ability to work effectively in a fast-paced environment, manage multiple priorities, and adapt to changing business needs. Strong interpersonal skills and the ability to work collaboratively with clients and internal teams are important for success in the role.
• Microsoft Word, Excel, and Access knowledge is preferred.