Recovery Representative III - Advance Partners

Overview

Handles high‑risk returned items to ensure accurate and timely resolution. Handles all escalated calls and mitigates risk by offering alternate service options when necessary. Provides training and support and acts as a department subject‑matter expert.

Advance Partners is a Paychex‑backed financial services firm founded in 1998 and based in Cleveland, OH. The firm empowers staffing agencies with payroll funding, invoice factoring, back‑office support, and strategic services. For more information visit

The person who fills this role will train/work in one of the local offices listed in the posting. After training they will be allowed to work a hybrid schedule of 3 days in the office and 2 days at home if desired.

The shift is Monday – Friday, approx. 8:00 am – 5:00 pm ET. (Hours in other time zones may be adjusted.)

Applicants must be authorized to work for any employer in the US. Paychex is unable to sponsor or take over sponsorship of an employment Visa at this time. Candidates for this role may not be located in CA. This position is available for US‑based applicants only.

• Develops and maintains comprehensive knowledge of all Advance Partners and Paychex products, the Risk Management portfolio, and their corresponding systems in order to analyze existing controls, processes, and procedures and make recommendations to management on improvements.
• Researches and resolves Advance Partners product and service issues from the field and our clients.
• Manages client concerns, notifies management of critical situations, and ensures the best solution is implemented for the client as well as Paychex.
• Evaluates client status to determine appropriate services that they are approved to use and mitigates risk and exposure to Paychex. Determines solutions for our clients and Paychex, Branch, and Managers on appropriate service options for the clients. Controls decision making around the revenue Paychex receives from the client.
• Handles client objections through problem resolution and risk mitigation and manages calls to completion in order to recover as much lost revenue as possible using established standards and guidelines.
• Assists with the review of the EDI report resolution process/wires issues list.
• Handles the Direct Deposit Logical Error process to ensure risk mitigation and future loss.
• Makes decisions on canceling current clients or restarting former clients on a service in order to mitigate the potential risk to Paychex.
• Reviews and approves all final demands up to set threshold for the department.
• Reviews the negative balance report to ensure all outstanding balances are being worked.
• Processes all wire refunds for the department to ensure refunds are timely and accurate.
• Ensures adherence to the Fair Debt Collections Practices Act, NACHA, and other regulatory agencies.

• High school diploma – required.
• Collections experience.
• Four years of experience in customer service, finance, accounting, or payroll.

Starting base pay range: $25.00 – $38.02 per hour. Other components of the total rewards package may result in total compensation outside this range.

• Act with uncompromising integrity.
• Provide outstanding service and build trusted relationships.
• Drive innovation in our products and services and continually improve our processes.
• Work in partnership and support each other.
• Be personally accountable and deliver on commitments.
• Treat each other with respect and dignity.

• We value your well‑being:
  You’ll receive over 21 comprehensive rewards, including medical coverage, virtual wellness classes, tuition reimbursement, 401(k) + employer match, adoption assistance, financial assistance, and more.
• We value your time:
  From paid time off to company holidays, culture days, and comprehensive work‑life balance programs, we will ensure you have the flexibility you need.
• We value your development:
  Award‑winning training and development programs provide ongoing learning opportunities.
• We value your perspective:
  Our culture reflects the diversity of our employees and encourages inclusivity.
• We value our communities:
  Paid time off for volunteerism and numerous initiatives benefit organizations you care about.

Note:

The benefits described apply to full‑time employees. Benefits for part‑time, contract, and intern roles may vary.

Great talent comes in many forms. If you’re passionate about the role but don’t check every box, we encourage you to apply. You might be a good fit for this position or another opportunity with Paychex.

Paychex is an equal‑opportunity employer. We are committed to fostering a respectful and inclusive workplace where all individuals are treated fairly and evaluated based on their qualifications, experience, and merit. We comply with all applicable federal, state, and local laws prohibiting discrimination in employment.