We are looking for a skilled Recovery Representative I (Tier II) to join our team in Rochester, New York. In this long-term contract role, you will play a critical part in resolving bank returns, addressing client concerns, and ensuring compliance with established policies. The position requires a proactive approach to mitigating risk while delivering exceptional customer service to both internal and external stakeholders.<br><br>Responsibilities:<br>• Accurately resolve bank return items in a timely manner to minimize financial impact.<br>• Deliver outstanding customer service to both internal teams and external clients while adhering to company risk guidelines.<br>• Educate clients and internal departments on resolution processes, offering alternative service options as needed.<br>• Develop and maintain a thorough understanding of Paychex products and systems to make informed decisions related to revenue recovery.<br>• Research and address product and service issues, ensuring client objections are handled professionally and resolved effectively.<br>• Collaborate with mentors to manage daily reports such as payment and payroll hold reports, ensuring accuracy and preventing penalties.<br>• Monitor client accounts to evaluate service eligibility, reducing exposure and risk to the company.<br>• Participate in ongoing training sessions to enhance technical knowledge, compliance awareness, and customer service skills.<br>• Ensure adherence to regulatory standards, including the Fair Debt Collections Practices Act, to maintain compliance.<br>• Implement recovery strategies and guidelines to maximize revenue retention.

• Proven experience in collections, customer service, finance, accounting, or payroll.<br>• High school diploma required; bachelor's degree preferred.<br>• Familiarity with call center operations and ability to handle inbound calls efficiently.<br>• Proficiency in Microsoft Word, Excel, and Access.<br>• Strong analytical and research skills, with attention to detail and accuracy.<br>• Ability to work effectively in a fast-paced environment while managing multiple priorities.<br>• Knowledge of regulatory practices and compliance standards.<br>• Excellent communication and problem-solving skills to address client concerns and recover lost revenue.

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