Recovery Representative

Recovery Representative

The Recovery Representative is responsible for the accurate and timely resolution of bank-returned items while delivering excellent customer service to both internal and external stakeholders. This role focuses on mitigating financial risk, supporting clients and branches through education on resolution processes, and ensuring compliance with company and regulatory standards.

Key Responsibilities

• Accurately and efficiently resolve all bank-returned items.
• Provide quality customer service to internal and external clients while mitigating company risk.
• Educate clients, branches, and product areas on resolution processes and alternative service options.
• Develop and maintain working knowledge of products and systems, including :
• Taxpay, Direct Deposit, Readychex, Garnishments, 401(k), Workers' Compensation, Health & Benefits, National Health, FSA, FSA Debit Card Advantage, and related systems.
• Research and resolve product or service issues from clients and field teams.
• Handle client objections with mentor support; manage returns through completion to maximize recovered revenue using established standards.
• Process daily new and pending returned items for assigned products.
• Complete daily EDI payment reports and payroll hold reports (with mentor guidance) to ensure timely and accurate updates, avoiding penalties or service issues.
• Meet departmental standards for return resolutions, inbound phone calls, and daily processing.
• Maintain daily call requirements based on department forecasts.
• Ensure compliance with departmental policies, procedures, and regulatory standards (Fair Debt Collections Practices Act, NACHA, etc.).
• Evaluate client status to determine appropriate service use while mitigating company risk.
• Participate in ongoing training to expand knowledge and skills.

Qualifications

Required :

Nesco Resource offers a comprehensive benefits package for our associates, which includes a MEC (Minimum Essential Coverage) plan that encompasses Medical, Vision, Dental, 401K, and EAP (Employee Assistance Program) services.

Nesco Resource provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.