Recovery Representative

Job Title: Recovery Representative

Location Requirements: Hybrid (Monday – Wednesday onsite in Rochester, NY; Thursday – Friday remote)

Job Type: Contract to Hire

Role Overview:
You will resolve bank-returned payments across various financial products. This high-volume, client-facing role involves collections, account research, problem resolution, and customer service. You will directly engage with clients to address unsuccessful payments, recover funds, and educate them on preventing future returns. Confidence handling challenging financial conversations is essential, along with maintaining a professional, service-oriented approach.

Responsibilities:

• Handle inbound calls to 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 delivering quality service to internal and external customers.
• Work through client objections and complete returns using established guidelines.
• Educate clients on return reasons, prevention strategies, and alternative solutions.
• Assess client status and available services while mitigating financial risk.
• Maintain daily call activity and accurate account records.
• Develop knowledge of relevant products and systems.
• Participate in ongoing training to enhance product and process understanding.
• Follow departmental procedures and compliance regulations, including FDCPA and NACHA guidelines.

Required Qualifications:

• Previous collections experience.
• Associate degree or higher.
• Experience working directly with customers or clients.
• Experience handling inbound phone calls in a professional environment.
• Ability to confidently navigate difficult or potentially escalated client conversations.
• Ability to work effectively in a high-volume, fast-paced environment with limited downtime.
• Strong computer skills and ability to learn multiple systems and processes.
• Working knowledge of Microsoft Office, including Word and Excel.
• Professional verbal and written communication skills.

Gravity IT Resources is an Equal Opportunity Employer. We are committed to creating an inclusive environment for all employees and applicants. We do not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, veteran status, or any other legally protected characteristic. All employment decisions are based on qualifications, merit, and business needs.