Recovery Representative

Gravity IT Resources; City of Rochester (NY); Hybrid; USD 40,000 - 55,000; Full time

Job summary

Gravity IT Resources is seeking a Recovery Representative to join our Rochester, NY team. This hybrid role focuses on resolving bank-returned payments, handling high-volume client conversations, and recovering revenue through careful account research and negotiation.

You will work with internal teams and customers to resolve returns, educate clients on prevention, and maintain accurate records while adhering to FDCPA and NACHA guidelines.

Qualifications

• Experience in collections or debt recovery.
• Associate degree or higher required.
• Experience handling inbound calls with professionalism.
• Strong written and verbal communication.
• Proficient in Microsoft Office.

Responsibilities

• Resolve bank-returned payments and outbound collections.
• Research and process returned items across supported products.
• Educate clients on prevention and remedies.
• Maintain accurate account records and daily activity.
• Comply with FDCPA and NACHA guidelines.

Skills

Collections

Customer service

Phone calls

Communication skills

Microsoft Office

Education

Associate degree or higher

Tools

CRM software

Job description

Job Title: Recovery Representative

Location Requirements: Hybrid (Monday – Wednesday onsite in Rochester, NY; Thursday – Friday remote)

Job Type: Contract to Hire

Role Overview:
You will resolve bank-returned payments across various financial products. This high-volume, client-facing role involves collections, account research, problem resolution, and customer service. You will directly engage with clients to address unsuccessful payments, recover funds, and educate them on preventing future returns. Confidence handling challenging financial conversations is essential, along with maintaining a professional, service-oriented approach.

Responsibilities:

• Handle inbound calls to 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 delivering quality service to internal and external customers.
• Work through client objections and complete returns using established guidelines.
• Educate clients on return reasons, prevention strategies, and alternative solutions.
• Assess client status and available services while mitigating financial risk.
• Maintain daily call activity and accurate account records.
• Develop knowledge of relevant products and systems.
• Participate in ongoing training to enhance product and process understanding.
• Follow departmental procedures and compliance regulations, including FDCPA and NACHA guidelines.

Required Qualifications:

• Previous collections experience.
• Associate degree or higher.
• Experience working directly with customers or clients.
• Experience handling inbound phone calls in a professional environment.
• Ability to confidently navigate difficult or potentially escalated client conversations.
• Ability to work effectively in a high-volume, fast-paced environment with limited downtime.
• Strong computer skills and ability to learn multiple systems and processes.
• Working knowledge of Microsoft Office, including Word and Excel.
• Professional verbal and written communication skills.

Equal Employment Opportunity Statement

Gravity IT Resources is an Equal Opportunity Employer. We are committed to creating an inclusive environment for all employees and applicants. We do not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, veteran status, or any other legally protected characteristic. All employment decisions are based on qualifications, merit, and business needs.