Recovery Agent (Collections Support 2)

Overview

Recovery Agent (Collections Support 2) is an individual contributor role focused on curing past-due debt, resolving account delinquency and securing predictable cash flow for standard commercial portfolios.

What you'll do

• Manage daily inbound and outbound communication (phone, email, system queues) with delinquent commercial customers to cure past-due debt and secure immediate payments.
• Educate customers on account terms and conditions and resolve complex delinquent balances through sound oral and written communication.
• Monitor and manage shared group inboxes, ensuring timely and accurate resolution of customer payment inquiries and disputes.
• Review account financial histories and transaction details to understand the reasons for delinquency and apply the appropriate procedural collection treatment.
• Negotiate routine payment arrangements, short-term promises-to-pay and structured catch-up schedules within defined corporate guidelines and authority matrices.
• Document all customer touchpoints, payment commitments and account dispute details accurately and in real time in the collections system of record.
• Identify and route billing errors, account disputes and customer complaints to the appropriate internal departments (e.g., Billing, Sales), tracking files until payment roadblocks are cleared.
• Maintain adherence to the Fair Debt Collection Practices Act (FDCPA), internal credit policies and industry compliance frameworks in all customer interactions.
• Meet or exceed weekly and monthly performance goals, including outbound call volume targets, portfolio cure rates and quality assurance compliance scores.
• Follow established team workflows while identifying repetitive manual bottlenecks.
• Integrate AI tools and automation technologies into daily operational processes to improve speed, efficiency and accuracy.

What you'll need

• High School Diploma or equivalent with 2-3 years of direct experience in high-volume, complex B2B or commercial collections.
• Foundational understanding of the Fair Debt Collection Practices Act (FDCPA) or similar collections compliance frameworks, with the ability to maintain ethical standards under pressure.
• Comfortable utilizing standard software platforms and a demonstrated capability to learn core enterprise applications.
• Strong communication, active listening and verbal negotiation skills to navigate client pushback.
• Solid problem-solving skills with the ability to evaluate account details and make structured decisions.
• Effective time management and organizational skills, with a track record of meeting deadlines and managing daily task queues.
• Proven track record of high dependability, consistent attendance, strong accountability and steady operational output in a high-volume setting.
• Must successfully pass a background investigation.

Nice to have

• Some college coursework completed or an Associate's degree in Business, Finance or a related administrative field.
• Previous experience navigating structured workflow environments or participating in team-level process improvement activities.
• Basic to intermediate proficiency within Google Workspace platforms (Gmail, Docs, Sheets).
• Prior exposure to or familiarity with enterprise software platforms such as Salesforce, PeopleSoft or Genesys telephony systems.

Details

• Location: US - Remote.
• Pay range: $18.30 - $20.60.