Recovery Representative

Job Title: Recovery Representative Duration: Contract to Hire. Conversion based on performance and available headcount; may take up to a year or more. Location: Rochester, NY Required Pay Scale: As Per Market Standards ***Due to client requirements this role is only open to USC or GC candidates*** Job Summary: Project Details: The Recovery Representative is responsible for resolving bank-returned payments associated with FSA, Health & Benefits, 401(k), debit card, and other ancillary products. This is a high-volume, client-facing role that combines collections, account research, problem resolution, and customer service. The representative will work directly with clients to understand why a payment or debit was unsuccessful, recover outstanding funds, and educate clients on steps they can take to help prevent future bank returns. The role requires confidence handling challenging financial conversations while maintaining a professional, service-oriented approach.

Required Qualifications

• Previous collections experience.

• Associate degree or higher.

• Previous experience working directly with customers or clients.

• Experience handling inbound phone calls in a professional environment.

• Ability to confidently navigate difficult or potentially escalated client conversations.

• Ability to work effectively in a high-volume, fast-paced environment with limited downtime.

• Strong computer skills and ability to learn multiple systems and processes.

• Working knowledge of Microsoft Office, including Word and Excel.

• Professional verbal and written communication skills.

Nice to Have Qualifications

• Banking or financial services experience.

• Previous call center experience.

• Experience in finance, accounting, payroll, or payment processing.

• Sales experience, particularly experience overcoming objections or discussing payments with customers.

• Bachelor's degree.

• Experience researching payment failures, returned transactions, or banking issues.

• Familiarity with FSA, Health & Benefits, 401(k), payroll, or related financial products.

• Experience working in a metric-driven environment.

Key Responsibilities

• Handle inbound calls and resolve bank returns, failed debits, and outstanding balances.

• Research and process new and pending returned items across products such as FSA, Health & Benefits, 401(k), and debit card programs.

• Recover as much lost revenue as possible while providing quality service to internal and external customers.

• Handle client objections and work returns through completion using established guidelines.

• Educate clients on return reasons, prevention, and alternate service or resolution options when appropriate.

• Evaluate client status and available services while helping mitigate financial risk.

• Maintain required daily call activity and accurate account documentation.

• Develop working knowledge of applicable products and systems.

• Participate in ongoing training to strengthen product and process knowledge.

• Follow department procedures and applicable requirements, including FDCPA and NACHA guidelines.

About Matlen Silver Experience Matters. Let your experience be driven by our experience. For more than 40 years, Matlen Silver has delivered solutions for complex talent and technology needs to Fortune 500 companies and industry leaders. Led by hard work, honesty, and a trusted team of experts, we can say that Matlen Silver technology has created a solutions experience and legacy of success that is the difference in the way the world works. Matlen Silver is an Equal Opportunity Employer and considers all applicants for all positions without regard to race, color, religion, gender, national origin, age, sexual orientation, veteran status, the presence of a non-job-related medical condition or disability, or any other legally protected status. If you are a person with a disability needing assistance with the application or at any point in the hiring process, please contact us at email and/or phone at: [email protected] // 908-393-8600 At The Matlen Silver Group, Inc., W2 employees are eligible for the following benefits:

• Health, vision, and dental insurance (single and family coverage)
• 401(k) plan (employee contributions only)