Recovery Representative I

7 days ago

Rochester, United States Robert Half Full time
Job DescriptionJob DescriptionWe are offering a long-term contract employment opportunity for a Recovery Representative I (Tier II) in Rochester, New York. This role primarily focuses on corporate collections, requiring the individual to be adept at resolving bank returned items promptly and accurately. The job demands interaction with both internal and external customers, necessitating quality customer service skills.

Responsibilities:

• Ensure accurate and timely mitigation of all bank returned items.
• Provide top-notch customer service to both internal and external clients, effectively managing risk to the company.
• Educate client branches and product areas on the resolution process, offering alternate service options when necessary.
• Develop and maintain knowledge of various company products and their corresponding systems to make informed decisions about the company's revenue.
• Research and resolve product and service issues from the field and clients, managing client objections and ensuring return to completion to recover as much lost revenue as possible.
• Handle daily processing of new and pending returned items for assigned products.
• Manage the daily EDI payment report to ensure accuracy and timeliness of updates, avoiding penalty assessment.
• Oversee the daily payroll hold report, ensuring accurate and timely updates to avoid service-related issues.
• Maintain daily call requirements based on forecast provided and adhere to department policies and procedures for compliance.
• Evaluate client status to determine appropriate services and mitigate risk and exposure to the company.
• Participate in ongoing training to enhance knowledge and skills, and ensure adherence to the Fair Debt Collections Practices Act, NACHA, and other regulatory agencies.• Proven experience in Customer Service, preferably within a call center environment
• Prior experience in Training and Procedures is required
• Ability to handle Answering Inbound Calls with professionalism and patience
• Strong understanding of Compliance and Payroll operations
• Proficiency in Microsoft Word and other relevant software
• Solid background in Finance, Benefit Functions, and Collection Processes
• Experience in Revenue Accounting is desirable
• Familiarity with Call Center Customer Service Practices
• Ability to conduct Research Analysis in a systematic manner
• Experience in Recovery procedures and ensuring accuracy in all tasks
• Knowledge of Mitigation strategies and dealing with External Customers
• Experience in managing Garnishments and Debit Card transactions
• Knowledge of Worker's Compensation Claim processes
• Familiarity with EDI - Electronic Data Interchange systems
• Understanding and adherence to Department Policy
• Experience in Debt Collection and liaising with Regulatory Agencies

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