Recovery Representative I (Tier II)

We are looking for a Recovery Representative I (Tier II) to join a customer service team supporting payment recovery and account resolution activities in Rochester, New York. This Long-term Contract position focuses on resolving returned banking items, assisting clients and internal partners with service-related questions, and helping reduce financial exposure through accurate, timely follow-up. The ideal candidate brings strong collections and call center experience, sound judgment, and the ability to work effectively in a fast-paced environment while maintaining compliance with established guidelines.

Responsibilities:

• Review and resolve returned banking transactions promptly and accurately to support recovery efforts and minimize outstanding losses.
• Respond to questions from clients, branches, and internal teams with attentive service while balancing customer needs with company risk controls.
• Investigate payment, payroll, and service issues by analyzing account details, identifying root causes, and determining appropriate next steps.
• Guide customers and internal partners through the resolution process, including alternative service options when standard methods are not available.
• Monitor daily payment and payroll-related reports to ensure updates are completed on time and to help prevent penalties or service disruptions.
• Assess account standing and service eligibility to determine approved solutions and reduce operational and financial risk.
• Maintain expected call volume and documentation standards while following departmental procedures and compliance requirements.
• Build working knowledge of payroll, tax, benefits, garnishments, retirement, debit card, and related service offerings to support sound decision-making.
• Participate in ongoing coaching and training to strengthen product knowledge, collection techniques, and regulatory adherence.