Recovery Representative

The Judge Group, INC.; City of Rochester (NY); On-site; USD 40,000 - 62,000; Full time

Job summary

The Judge Group, INC. is seeking a Recovery Representative in Rochester, NY to handle inbound calls, resolve bank returns, and process returned items across FSA, Health & Benefits, 401(k), and debit card programs.

You will recover revenue while delivering quality service to clients and internal teams. You will educate customers on return reasons, prevention, and alternatives, while complying with FDCPA and NACHA guidelines.

Qualifications

• Banking or financial services experience.
• Previous call center experience.
• Experience in finance, accounting, payroll, or payment processing.
• Sales experience, particularly overcoming objections or discussing payments with customers.

Responsibilities

• Handle inbound calls and resolve bank returns, failed debits, and outstanding balances.
• Research and process new and pending returned items across products such as FSA, Health & Benefits, 401(k), and debit card programs.
• Recover as much lost revenue as possible while providing quality service to internal and external customers.
• Handle client objections and work returns through completion using established guidelines.
• Educate clients on return reasons, prevention, and alternate service or resolution options when appropriate.
• Evaluate client status and available services while helping mitigate financial risk.
• Maintain required daily call activity and accurate account documentation.
• Develop working knowledge of applicable Paychex products and systems.
• Participate in ongoing training to strengthen product and process knowledge.
• Follow department procedures and applicable requirements, including FDCPA and NACHA guidelines.

Skills

Banking

Call center

Finance/payroll/payments

Sales

Education

Bachelor's degree

Job description

Our client is currently seeking a Recovery Representative

Key Responsibilities

• Handle inbound calls and resolve bank returns, failed debits, and outstanding balances.
• Research and process new and pending returned items across products such as FSA, Health & Benefits, 401(k), and debit card programs.
• Recover as much lost revenue as possible while providing quality service to internal and external customers.
• Handle client objections and work returns through completion using established guidelines.
• Educate clients on return reasons, prevention, and alternate service or resolution options when appropriate.
• Evaluate client status and available services while helping mitigate financial risk.
• Maintain required daily call activity and accurate account documentation.
• Develop working knowledge of applicable Paychex products and systems.
• Participate in ongoing training to strengthen product and process knowledge.
• Follow department procedures and applicable requirements, including FDCPA and NACHA guidelines.

Nice to Have Qualifications

• Banking or financial services experience.
• Previous call center experience.
• Experience in finance, accounting, payroll, or payment processing.
• Sales experience, particularly experience overcoming objections or discussing payments with customers.
• Bachelor's degree.
• Experience researching payment failures, returned transactions, or banking issues.
• Familiarity with FSA, Health & Benefits, 401(k), payroll, or related financial products.
• Experience working in a metric-driven environment.

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