What are the responsibilities and job description for the Recovery Representative position at Vaco by Highspring?
Client: Leading payroll and HR solutions company
Title: Recovery Representative - Contract-to-Hire
Salary: Up to $45/hour
Location: Rochester, NY | Hybrid
Job Description:
A leading Payroll and HR solutions company is seeking a Recovery Representative to join its Rochester team in a contract-to-hire capacity. This is a high-volume, phone-based role focused on resolving returned payments, recovering outstanding funds, researching account issues, and helping clients understand and prevent future payment problems.
The ideal candidate will bring prior collections experience, strong client-facing communication skills, and the ability to remain confident and professional during challenging financial conversations.
Responsibilities:
- Handle client calls related to returned payments, failed debits, and outstanding balances.
- Research and resolve new and pending returned transactions across products including FSA, Health & Benefits, 401(k), debit card, and other ancillary programs.
- Handle objections and difficult financial conversations while maintaining a professional, service-oriented approach.
- Educate clients on the reason for returned transactions and steps they can take to help prevent future issues.
- Review account information, available services, and resolution options to help minimize financial risk.
- Build working knowledge of Paychex products, systems, and recovery procedures.
- Participate in ongoing training and coaching to strengthen product and process knowledge.
- Follow applicable departmental procedures and regulatory requirements, including FDCPA and NACHA guidelines.
Qualifications:
- Previous collections experience required.
- Confidence navigating difficult, escalated, or payment-related client conversations.
- Strong communication skills with the ability to remain professional and composed under pressure.
- Strong organizational skills and ability to take ownership of assigned accounts and follow issues through resolution.
- Associate degree or higher required.
Vaco by Highspring is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race (including but not limited to traits historically associated with race such as hair texture and hair style), color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by federal, state or local law.
Vaco by Highspring and its parents, affiliates, and subsidiaries are committed to the full inclusion of all qualified individuals. As part of this commitment, Vaco by Highspring and its parents, affiliates, and subsidiaries will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact HR@vaco.com.
Vaco by Highspring also wants all applicants to know their rights that workplace discrimination is illegal.
By submitting to this position, you agree that you will be giving Vaco by Highspring the exclusive right to present your as a candidate for the foregoing employment opportunity. You further agree that you have represented information about yourself accurately and have not affirmatively misrepresented your qualifications. You also agree to maintain as confidential, to the fullest extent permitted by law, any information you learn from Vaco by Highspring about the position and you will limit disclosure of information about the position only to the extent necessary to perform any obligations in furtherance of your application. In exchange, Vaco by Highspring agrees to exercise reasonable efforts to represent you through all solicitation, job screening and resume dispersal.
For residents of Ontario, Canada: Based on Highspring's discussions with its Client, Highspring's understanding is that this position for employment is a current vacancy (either through Highspring as a contractor or with the client directly).
Vaco by Highspring and its parents, affiliates, and subsidiaries ("we," "our," or "Vaco by Highspring") respects your privacy and are committed to providing transparent notice of our policies.
- California residents may access Vaco by Highspring HR Notice at Collection for California Applicants and Employees here.
- Virginia residents may access our state specific policies here.
- Residents of all other states may access our policies here.
- Canadian residents may access our policies in English here and in French here.
- Residents of countries governed by GDPR may access our policies here.
Additionally, submissions to this position are subject to the use of AI to perform preliminary candidate screenings, focused on ensuring minimum job requirements noted in the position are satisfied. More details about Vaco by Highspring's use of AI can be found here (https://www.highspring.com/ai-use-notices/). Further assessment of candidates beyond this initial phase will be conducted by recruiters and hiring managers. Vaco by Highspring does not know and cannot opine on if its client's use of AI products in hiring.
Determining compensation for this role (and others) at Vaco by Highspring depends upon a wide array of factors including but not limited to:
- the individual's skill sets, experience and training;
- licensure and certification requirements;
- office location and other geographic considerations;
- other business and organizational needs.
With that said, as required by local law, Vaco by Highspring believes that the following salary range referenced above reasonably estimates the base compensation for an individual hired into this position in geographies that require salary range disclosure. The individual may also be eligible for discretionary bonuses.