Recovery Representative I (Tier II)

We are looking for a detail-oriented Recovery Representative I (Tier II) to support payment recovery operations and deliver responsive service to clients and internal teams in Rochester, New York. This Long-term Contract position focuses on resolving returned banking items, reducing financial exposure, and guiding customers through available resolution options with professionalism and accuracy. The ideal candidate is comfortable working in a fast-paced, call-driven environment and can balance collections, research, compliance, and customer communication effectively.

Responsibilities:
• Investigate and resolve returned bank transactions promptly while ensuring records are updated accurately and recovery efforts are completed within established timeframes.
• Provide attentive support to internal partners and external customers by explaining resolution steps, addressing questions, and recommending suitable service alternatives when needed.
• Research product-related issues across payroll, tax, benefits, direct deposit, garnishments, retirement, and payment services to support sound decisions that protect company revenue.
• Manage client concerns and objections with guidance as needed, working cases through completion to maximize recovery results while following departmental standards.
• Review daily payment-related reports and apply timely updates to help prevent penalties, service disruptions, or downstream processing issues.
• Monitor payroll hold activity, validate account status, and take appropriate action to maintain accuracy and minimize operational risk.
• Meet daily call volume expectations and complete case follow-up activities in alignment with departmental procedures and forecasted workload.
• Assess client eligibility for available services and determine appropriate next steps based on account standing, risk exposure, and company guidelines.
• Participate in ongoing training and apply current regulatory and policy requirements, including fair debt collection practices, in all recovery activities.

Qualifications:

• Previous collections experience is required.
• Associate degree is required; a bachelor’s degree is preferred.
• Experience in customer service, finance, accounting, payroll, or a related business function is preferred.
• Prior call center experience with high-volume phone interaction is required.
• Working knowledge of Microsoft Word, Excel, and Access is required.
• Ability to perform effectively in a fast-paced environment while maintaining accuracy and professionalism.
• Strong research, problem-solving, and communication skills with the ability to manage sensitive client interactions.
• Familiarity with compliance-driven processes and regulated customer contact practices is preferred.

Compensation

$23.75-$25.00 Hourly

About Us

Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.

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