Recovery Representative – Accounts Receivable & Billing

Location: Rochester, NY (Hybrid – Tuesday through Thursday onsite)
Working Hours: 11:00 AM–8:00 PM EST (Training: 8:00 AM–5:00 PM EST for approximately 2–4 weeks)
Employment Type: Contract-to-Hire opportunity

Summary
Seeking a Recovery Representative to resolve past-due balances, address client billing and service concerns, and negotiate payment solutions while maintaining positive customer relationships. This is a fast-paced, high-volume, client-facing position requiring strong communication, sound judgment, problem-solving, and the ability to navigate challenging financial conversations professionally.

Responsibilities

• Handle inbound and outbound client calls regarding past-due balances, billing disputes, and service concerns.
• Research customer accounts to identify issues impacting payment and determine appropriate resolutions.
• Negotiate payment arrangements and work with clients to recover outstanding balances.
• Resolve billing and service concerns while maintaining positive client relationships.
• Exercise sound judgment when evaluating client circumstances and determining solutions.
• Collaborate with internal sales and service teams to resolve account issues.
• Manage client disputes, account follow-ups, and daily payroll holds.
• Maintain accurate account documentation and meet daily call activity expectations.
• Navigate multiple systems to research account information and resolve issues.
• Balance revenue recovery with customer satisfaction and client retention.

Required Skills & Qualifications

• Strong client-facing communication skills and experience handling professional phone conversations.
• Ability to manage difficult or sensitive customer interactions with professionalism and empathy.
• Strong problem-solving, decision-making, and sound judgment in situations without clearly defined solutions.
• Ability to negotiate resolutions and maintain positive customer relationships.
• Ability to multitask and work efficiently in a fast-paced, high-volume environment.
• Strong organizational skills, adaptability, and ability to manage changing priorities.
• Professional, self-motivated, team-oriented, and comfortable taking ownership of responsibilities.
• Comfortable learning multiple systems and working with account information.

Preferred: Customer service, banking, finance, sales, retail, hospitality, or call center experience. Previous collections experience is not required. Recent graduates and early-career candidates are encouraged to apply.

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.

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