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.

Work in one of the local offices, training provided, then hybrid schedule: 3 days in office, 2 days at home.

Monday to Friday shift, 8:00 am to 5:00 pm ET.

Eligible only for US‑based applicants; not located in CA; must be authorized to work in the US; no visa sponsorship.

• Develops and maintains comprehensive knowledge of all Advance Partners and Paychex products in 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.

• H.S. Diploma - Required
• Collections experience.
• 4 years of experience in customer service, finance, accounting, or payroll.

Starting base pay range: $25.00 - $38.02 hourly (base pay only, total compensation may vary).

• 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:
  We provide over 21 comprehensive rewards, including medical coverage, virtual wellness classes, tuition reimbursement, 401(k) + employer match, adoption assistance, financial assistance, and much 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 to be your best.
• We value your development:
  Our award‑winning training and development programs empower our employees with ongoing learning opportunities to give you the building blocks to grow your career.
• We value your perspective:
  Our company culture reflects the diversity of our employees. We want you to be you and your voice to be heard.
• We value our communities:
  We offer paid time off for volunteerism and promote many company‑wide and local initiatives that benefit organizations you care about.

Note:

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

At Paychex, we know that great talent comes in many forms. If you're passionate about the role but don't check every box, we still encourage you to apply. You might be the right fit - either for this position or another opportunity with us.

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.