Recovery Representative I (Tier II)

Job Description

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.

Responsibilities:
• 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.• 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.