Recovery Representative

Our client is currently seeking a Recovery Representative

• Handle inbound calls and resolve bank returns, failed debits, and outstanding balances.
• Research and process new and pending returned items across products such as FSA, Health & Benefits, 401(k), and debit card programs.
• Recover as much lost revenue as possible while providing quality service to internal and external customers.
• Handle client objections and work returns through completion using established guidelines.
• Educate clients on return reasons, prevention, and alternate service or resolution options when appropriate.
• Evaluate client status and available services while helping mitigate financial risk.
• Maintain required daily call activity and accurate account documentation.
• Develop working knowledge of applicable Paychex products and systems.
• Participate in ongoing training to strengthen product and process knowledge.
• Follow department procedures and applicable requirements, including FDCPA and NACHA guidelines.

• Banking or financial services experience.
• Previous call center experience.
• Experience in finance, accounting, payroll, or payment processing.
• Sales experience, particularly experience overcoming objections or discussing payments with customers.
• Bachelor's degree.
• Experience researching payment failures, returned transactions, or banking issues.
• Familiarity with FSA, Health & Benefits, 401(k), payroll, or related financial products.
• Experience working in a metric-driven environment.

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