Recovery Representative -- Collections & Payment Recovery

Job Description

Recovery Representative — Collections & Payment Recovery

Location : Rochester, NY

Schedule: Hybrid — Monday–Wednesday onsite; Thursday–Friday remote

Available shifts are 9:00 a.m.–6:00 p.m. or 11:00 a.m.–8:00 p.m., each with a one-hour lunch.

Employment Type: Contract-to-hire

Compensation: Under $22-$24 per hour

About the Opportunity

We’re seeking Recovery Representatives to join a collaborative team focused on resolving returned payments, researching account issues, and recovering outstanding balances. This high-volume, client-facing role combines collections, problem-solving, account research, and customer service.

You’ll work directly with clients to understand why payments were unsuccessful, explain resolution options, recover funds, and help prevent future payment issues. Successful candidates are confident communicators who can navigate challenging financial conversations while maintaining a professional, service-oriented approach.

What You’ll Do

• Handle inbound calls related to returned payments, failed debits, and outstanding balances.
• Research and resolve new and pending returned transactions across products such as flexible spending accounts (FSAs), health and benefits, 401(k), and debit card programs.
• Recover outstanding funds while providing quality service to clients and internal partners.
• Address client concerns and objections, following established procedures to bring accounts to resolution.
• Explain payment-return reasons, prevention steps, and available resolution options.
• Review account status and available services to help mitigate financial risk.
• Meet daily call-activity expectations and maintain accurate account documentation.
• Learn relevant products, systems, and processes through ongoing training.
• Follow department procedures and applicable requirements, including FDCPA and NACHA guidelines.

Required Qualifications

• Associate degree or higher.
• Previous collections experience.
• Experience working directly with customers or clients.
• Experience handling inbound calls in a professional environment.
• Confidence navigating difficult or escalated client conversations.
• Ability to multitask and stay organized in a fast-paced, high-volume environment.
• Strong computer skills and the ability to learn multiple systems and processes.
• Working knowledge of Microsoft Word and Excel.
• Professional verbal and written communication skills.

Preferred Qualifications

• Experience in banking, financial services, payment recovery, or a call center.
• Background in finance, accounting, payroll, or payment processing.
• Sales experience involving objection handling or payment discussions.
• Experience researching failed payments, returned transactions, or banking issues.
• Familiarity with FSAs, health and benefits, 401(k), payroll, or related financial products.
• Experience working in a metric-driven environment.
• Bachelor’s degree.