Recovery Representative ; Tier II Rochester, NY

Recovery Representative I (Tier II)

We are looking for a detail-oriented Recovery Representative I (Tier II) to support payment recovery operations and deliver responsive service to clients and internal teams in Rochester, New York. This long-term contract position focuses on resolving returned banking items, reducing financial exposure, and guiding customers through available resolution options with professionalism and accuracy. The ideal candidate is comfortable working in a fast-paced, call-driven environment and can balance collections, research, compliance, and customer communication effectively.

Responsibilities:

• Investigate and resolve returned bank transactions promptly while ensuring records are updated accurately and recovery efforts are completed within established time frames.
• Provide attentive support to internal partners and external customers by explaining resolution steps, addressing questions, and recommending suitable service alternatives when needed.
• Research product-related issues across payroll, tax, benefits, direct deposit, garnishments, retirement, and payment services to support sound decisions that protect company revenue.
• Manage client concerns and objections with guidance as needed, working cases through completion to maximize recovery results while following departmental standards.
• Review daily payment-related reports and apply timely updates to help prevent penalties, service disruptions, or downstream processing issues.
• Monitor payroll hold activity, validate account status, and take appropriate action to maintain accuracy and minimize operational risk.
• Meet daily call volume expectations and complete case follow-up activities in alignment with departmental procedures and forecasted workload.
• Assess client eligibility for available services and determine appropriate next steps based on account standing, risk exposure, and company guidelines.
• Participate in ongoing training and apply current regulatory and policy requirements, including fair debt collection practices, in all recovery activities.