Recovery Agent (Collections Support 2)

Overview

This individual contributor role focuses on safeguarding financial health by reducing credit exposure. The Recovery Agent is responsible for curing past-due debt, resolving account delinquency, and supporting predictable cash flow for standard commercial portfolios.

Responsibilities

• Manage daily inbound and outbound communication with delinquent commercial customers through phone, email, and system queues to cure past-due debt and secure immediate payments.
• Communicate effectively (oral and written) to educate customers on account terms and conditions and resolve complex delinquent balances.
• Monitor and manage shared group inboxes to ensure timely and accurate resolution of payment inquiries and disputes.
• Negotiate with customers to obtain immediate payment and resolve delinquent account balances.
• Provide ongoing education to customers on terms and conditions and alternative payment methods.
• Manage multiple portfolios and risk levels, balancing risk, quality, productivity, organizational objectives, and customer retention.
• Apply industry knowledge, departmental policies and procedures, and the Fair Debt Collection Practices Act to make appropriate collection decisions.
• Use multiple systems and collection tools to reach the appropriate decision maker in the collections process.
• Perform skip tracing on required accounts using multiple systems/tools.
• Identify workflow bottlenecks or system errors and call them out to support continuous improvement.
• Perform additional duties and participate in special projects as required.
• Integrate AI tools and automation technologies into daily operational processes to improve speed, efficiency, and accuracy.

Requirements

• High School Diploma with 1-2 years of experience in a related field.
• At least one year of transportation industry customer support experience.
• Basic accounting and skip tracing knowledge.
• Analytical skills and sound decision making/judgment.
• Ability to maintain confidentiality of customer and company information.
• Organized/time management skills; ability to be productive while maintaining quality.
• Results-oriented and self-motivated.
• Effective oral and written communication skills.
• Working knowledge of Google Sheets.
• Working knowledge of FDCPA and any other applicable Federal laws.
• Basic accounting knowledge.
• Flexible/adaptable to change and detail-oriented.
• Proficient computer skills including Office and/or Google suite products.
• Familiarity with AI and eagerness to learn more.
• Must pass a successful background investigation.

Compensation & Benefits

• Pay Range: $18.30 - $20.60
• Benefits include health, dental and vision insurances, retirement savings plan, paid time off, health savings account, flexible spending accounts, life insurance, disability insurance, tuition reimbursement, and more.

Location

Location details were not provided in the original posting.