Job Title: Recovery Representative
Schedule: 8:00 AM – 5:00 PM EST, Monday–Friday (Hybrid)
Pay Rate: $21/hr
Type: 12 Month Contract
Job Summary
The Recovery Representative is responsible for the accurate and timely resolution of bank returned items while providing high-quality customer service to internal and external clients. This role mitigates risk to the company, educates clients and internal teams on resolution processes, and supports revenue recovery in accordance with established standards and guidelines.
Key Responsibilities
-
Resolve returned items promptly and accurately, ensuring compliance with departmental standards.
-
Provide quality customer service and education to clients, branches, and product areas regarding resolution processes and alternate service options.
-
Develop and maintain knowledge of Paychex products, including Taxpay, Direct Deposit, Readychex, Garnishments, 401(k), Workers' Compensation, Health & Benefits, National Health FSA, FSA Debit Card Advantage, and corresponding systems.
-
Research and resolve product and service issues from the field and clients; handle client objections with guidance from a mentor.
-
Manage daily processing of new and pending returned items for assigned products.
-
Maintain the daily EDI payment and payroll hold reports with accuracy and timeliness to avoid penalties or service issues.
-
Meet daily call requirements based on forecasts and adhere to department policies and procedures to ensure compliance.
-
Evaluate client status to determine appropriate services while mitigating risk and exposure to the company.
-
Participate in ongoing training to enhance product knowledge, skills, and regulatory compliance.
-
Ensure adherence to the Fair Debt Collections Practices Act (FDCPA), NACHA, and other relevant regulatory requirements.
Qualifications
-
Associate's degree minimum.
-
Strong communication, critical thinking, and customer service skills.
-
Proficiency in Microsoft Excel.
-
Prior experience as an analyst or in a similar role preferred.
Nesco Resource provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.