Recovery Representative I (Tier II)

DescriptionWe are looking for a dedicated Recovery Representative I (Tier II) to join our team in Rochester, New York. This is a long-term contract position offering a hybrid work schedule, combining in-office and remote work. The role focuses on delivering exceptional customer service, resolving financial discrepancies, and ensuring compliance with regulatory standards while minimizing risk to the organization.

Responsibilities:• Resolve returned items from banks promptly and accurately, ensuring quality service for both internal and external clients.• Educate clients, branches, and product teams on resolution processes, offering alternative service options when applicable.• Develop and maintain a working knowledge of Paychex products and systems, including Taxpay, Direct Deposit, Readychex, Garnishments, 401k, Workers Compensation, Health Benefits, and Debit Card Advantage.• Research and address product or service issues raised by clients and field teams, managing objections and recovering lost revenue.• Collaborate with mentors to handle daily payment and payroll hold reports, ensuring timely and accurate updates to prevent penalties or service disruptions.• Meet daily call requirements as forecasted to maintain service standards.• Evaluate client accounts to determine their eligibility for services and mitigate organizational risks.• Follow department policies and procedures to ensure compliance with company standards.• Participate in ongoing training sessions to enhance skills and stay updated on industry practices.• Adhere to the Fair Debt Collections Practices Act and other relevant regulatory requirements.

Requirements• Bachelors degree in business administration is preferred.• Experience in inbound call handling, customer service, or call center operations is required.• Background in customer service, finance, accounting, or payroll is advantageous.• Proficiency in Microsoft Word, Excel, and Access is preferred.• Ability to thrive in a fast-paced work environment.• Prior experience in collections or banking is a plus.• Reliable internet connectivity and a quiet home workspace for remote work days.• Strong analytical and research skills to handle recovery and compliance-related tasks effectively.

Information :

• Company : Salesforce
• Position : Recovery Representative I (Tier II)
• Location : Rochester, NY
• Country : US