Recovery Representative – Payroll Recovery

Rochester, New York

Recovery Representative – Payment Recovery

Location: Rochester, NY (Hybrid – Monday through Wednesday onsite)
Working Hours: 9:00 AM–6:00 PM OR 11:00 AM–8:00 PM EST
Employment Type: Contract-to-Hire opportunity

Summary
Seeking a Recovery Representative to investigate returned payments, resolve outstanding balances, and recover funds while delivering excellent customer service. This is a fast-paced, high-volume, phone-based position requiring strong communication, problem-solving, and the ability to handle challenging financial conversations professionally.

Responsibilities

  • Handle inbound client calls regarding returned payments, failed debits, and outstanding balances.
  • Research payment issues across financial products, including FSA, Health & Benefits, 401(k), and debit card programs.
  • Work with clients to recover outstanding funds and resolve payment-related concerns.
  • Explain payment failures, address objections, and educate clients on preventing future returned payments.
  • Maintain accurate account documentation and meet daily call activity expectations.
  • Navigate multiple systems to research account information and determine appropriate resolutions.
  • Follow established recovery procedures and applicable FDCPA and NACHA guidelines.
  • Collaborate with internal teams to resolve issues and provide quality customer service.

Required Skills & Qualifications

  • Previous collections experience preferred; candidates with transferable payment recovery, banking, or customer service experience will also be considered.
  • Associate degree or higher.
  • Strong client-facing communication skills and experience handling professional phone conversations.
  • Ability to manage difficult or escalated customer interactions with confidence and professionalism.
  • Strong problem-solving skills, resilience, and ability to overcome objections.
  • Ability to multitask and work efficiently in a fast-paced, high-volume environment.
  • Strong computer skills, including Microsoft Word and Excel, and ability to learn multiple systems.
  • Professional, organized, adaptable, and coachable with a strong work ethic.

Preferred: Banking, financial services, payment processing, call center, or sales experience.

About SSI People: With over 26 years of industry experience, SSi People has built its reputation and expertise on putting people first. Everything we do works toward delivering exceptional experience for our consultants, our clients, and our internal team. Through a genuine commitment to people in everything we do. We have developed refined processes and a stellar internal team to deliver talent quickly. More importantly, we focus on building long-term relationships, not transactions. Putting people first is just what we do well.

By applying for this job, you agree to receive calls, AI-generated calls, text messages, or emails from SSi People and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy here: SSi People Privacy Policy

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