Recovery Agent (Collections Support 2)

WEX Inc.; Maine; Hybrid; USD 25,000 - 28,000; Full time

Benefits offered by this job

Health, dental and vision insurance

Retirement savings plan

Paid time off

Job summary

WEX Inc. is seeking a Recovery Agent to manage a portfolio of moderately complex past-due commercial accounts.

You will leverage standard collection techniques, negotiate payment arrangements, and document interactions in the core collections system to maintain cash flow and minimize credit exposure. You will work to cure past-due balances while adhering to FDCPA and internal policies, with a focus on accuracy, compliance, and efficiency.

Qualifications

• 2–3 years in high-volume, complex B2B or commercial collections.
• FDCPA or similar compliance knowledge; ethical standards under pressure.
• Comfort with enterprise software platforms and learning new systems.
• Strong communication, listening and negotiation to handle client pushback.
• Structured problem solving to evaluate account details and decisions.
• Good time management and ability to meet deadlines in a busy queue.
• Dependable with consistent attendance in a high-volume setting.
• Background check clearance is required.
• Some college coursework or an Associate’s degree preferred.
• Experience with structured workflow environments and process improvement.
• Proficiency in Google Workspace; familiarity with Salesforce/PeopleSoft/Genesys.

Responsibilities

• Manage daily inbound/outbound communications with delinquent commercial customers.
• Educate customers on terms and resolve complex delinquent balances.
• Monitor shared inboxes and resolve payment inquiries promptly.
• Review account histories to identify delinquency drivers and apply procedures.
• Negotiate payment arrangements and catch-up schedules within guidelines.
• Document all touchpoints and payment commitments in the system in real time.
• Escalate billing disputes or complaints to appropriate internal teams.
• Maintain FDCPA compliance and internal policies in all interactions.
• Hit weekly/monthly targets for call volume, cure rates and QA scores.
• Identify bottlenecks and suggest workflow improvements; explore AI/automation.
• Note: duties may evolve; this is a general role description.

Skills

Strong communication

Active listening

Verbal negotiation

Problem solving

Time management

Organizational skills

Adaptability

Education

High School Diploma or equivalent

Associate’s degree (Business/Finance) preferred

Tools

Google Workspace

Salesforce

PeopleSoft

Genesys

Job description

About the Team/Role

As a Recovery Agent, you are an essential contributor to safeguarding WEX’s financial health and reducing credit exposure. This is an impactful individual contributor role designed for a focused collections professional whose core mission is clear: to successfully cure past-due debt, resolve account delinquency, and secure predictable cash flow for our standard commercial portfolios. You will own the daily management of a portfolio of moderately complex, past-due business accounts. Utilizing standard commercial collection techniques and structured negotiation protocols, you will work directly with clients to resolve outstanding balances, make payment arrangements, and maintain positive ongoing business relationships. We look to our Recovery Agents to execute tasks with high accuracy, maintain tight compliance, and call out workflow bottlenecks or system errors so we can continuously improve.

How you'll make an impact

• Manage daily inbound and outbound communication channels (phone, email, system queues) with delinquent commercial customers to successfully cure past-due debt and secure immediate payments.
• Execute sound communication (oral and written) to educate customers on account terms and conditions and effectively resolve complex delinquent balances.
• Monitor and manage shared group inboxes, ensuring timely and accurate resolution of customer payment inquiries and disputes.
• Review account financial histories and transaction details systematically to understand the baseline reasons for delinquency and apply the appropriate procedural collection treatment.
• Negotiate routine payment arrangements, short-term promises-to-pay, and structured catch-up schedules within strictly defined corporate guidelines and established authority matrices.
• Document all customer touchpoints, payment commitments, and account dispute details accurately and in real-time within the core collections system of record.
• Identify and route billing errors, account disputes, or customer complaints to the appropriate internal departments (e.g., Billing, Sales), tracking the file to ensure payment roadblocks are cleared.
• Maintain standard operating adherence to the Fair Debt Collection Practices Act (FDCPA), internal credit policies, and industry compliance frameworks during all daily merchant interactions.
• Meet or exceed standard weekly and monthly performance goals, including outbound call volume targets, portfolio cure rates, and quality assurance compliance scores.
• Follow established team workflows closely while identifying repetitive manual bottlenecks.
• Embrace opportunities to integrate AI tools and automation technologies into daily operational processes to improve speed, efficiency and accuracy.
• These statements are intended to describe the general nature and level of work being performed rather than give an exhaustive list of all duties and responsibilities.

Experience you'll bring

• High School Diploma or equivalent with 2-3 years of direct experience in high-volume, complex B2B or commercial collections.
• Foundational understanding of the Fair Debt Collection Practices Act (FDCPA) or similar collections compliance frameworks, with the ability to maintain ethical standards under pressure.
• Comfortable utilizing standard software platforms and a demonstrated capability to learn core enterprise applications.
• Strong communication, active listening, and verbal negotiation skills to navigate client pushback.
• Solid problem-solving skills with a clear ability to evaluate account details and make structured decisions.
• Effective time management and organizational skills, with a track record of meeting deadlines and managing daily task queues.
• Proven track record of high dependability, consistent attendance, strong accountability, and the ability to maintain steady operational output within a high-volume professional setting.
• Must successfully pass a background investigation.
• Preferred: Some college coursework completed or an Associate’s degree in Business, Finance, or a related administrative field.
• Previous experience navigating structured workflow environments or participating in team-level process improvement activities.
• Basic to intermediate proficiency within Google Workspace platforms (Gmail, Docs, Sheets).
• Prior exposure to or familiarity with enterprise software platforms such as Salesforce, PeopleSoft, or Genesys telephony systems.

Pay & Benefits

Pay Range: $18.30 - $20.60

The base pay range represents the anticipated low and high end of the pay range for this position. Actual pay rates will vary and will be based on various factors, such as your qualifications, skills, competencies, and proficiency for the role. Base pay is one component of WEX's total compensation package. Most sales positions are eligible for commission under the terms of an applicable plan. Non-sales roles are typically eligible for a quarterly or annual bonus based on their role and applicable plan.

WEX's comprehensive and market competitive benefits are designed to support your personal and professional well-being. Benefits include health, dental and vision insurances, retirement savings plan, paid time off, health savings account, flexible spending accounts, life insurance, disability insurance, tuition reimbursement, and more.

Company Information

WEX is a global commerce platform that helps businesses solve for operational complexities like employee benefits, managing and mobilizing fleets, and streamlining payments. With over 6,500 employees, we work with large and small companies in more than 200 countries and territories, and can tailor our services to meet the unique needs of their businesses.

We hire people who share our passion for continuous innovation and client service that is unparalleled in the industry.

Offering comprehensive and market competitive benefits, our offerings are designed to support your personal and professional well-being.

If you’re looking for a growing career - come be part of WEX today.

Equal Opportunity Statement

WEX is an equal opportunity employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex, race, color, age, national origin, religion, sexual orientation, gender identity, protected veteran status, disability or other protected status.

WEX promotes a drug-free workplace. Qualified individuals with a disability have the right to request a reasonable accommodation. If you require a reasonable accommodation as a result of your disability at any point in the job application process, please submit your request through our Reasonable Accommodation Request Form. This form is for accommodation requests only and cannot be used to inquire about the status of applications.