Recovery Representative I (Tier II)

Job Title:

Recovery Representative I Location:

Rochester New York 14623

Duration:

6+ months

Schedule:

8AM-5

PM Responsibilities:

Responsible for accurate and timely resolution of all bank returned items Provides quality customer service to internal/external customers while mitigating risk to the company Educates clients branches product areas on the resolution process and provides alternate service options when necessary Develops and maintains basic knowledge of Client products including but not limited to Taxpay Direct Deposit Readychex Garnishments 401(k) Workers Compensation Health and Benefits National Health FSA FSA Debit card Advantage and their corresponding systems to accurately make decisions on the revenue Client receives from the products Researches and resolves product and service issues from the field and clients Handles client objections through the help of a mentor and manages the return to completion in order to recover as much lost revenue as possible using established standards and guidelines Handles returns resolutions and inbound phone requirements to meet departmental standards Performs the daily processing of all new and pending returned items for the assigned products Handles the daily EDI payment report in conjunction with a mentor to ensure accuracy and timeliness of updates to avoid penalty assessment Handles the daily payroll hold report in conjunction with their mentor to ensure accuracy and timeliness of updates to avoid service related issues Maintains daily call requirements based on the forecast provided Maintains department policies/procedures to ensure daily compliance Evaluates client status to determine the appropriate service that they are approved to use and mitigates risk and exposure to Client Participates in ongoing training to enhance knowledge and skills Ensures adherence to the Fair Debt Collections Practices Act NACHA and other regulatory agencies

Qualifications:

Collection Experience Required Minimum Education High School Diploma Bachelors Degree (Preferred) Experience in customer service, finance, accounting, or payroll Call Center Experience Microsoft Word Excel and Access knowledge Ability to work in a fast paced environment