Recovery Agent (Collections Support 2)

WEX•Pennsylvania - Remote Office, PA

5d•$18 - $21

About The Position

As a Recovery Agent, you are an individual contributor who helps safeguard WEX’s financial health and reduce credit exposure. The role focuses on curing past-due debt, resolving account delinquency, and securing predictable cash flow for standard commercial portfolios. You will manage a portfolio of moderately complex, past-due business accounts. Using standard commercial collection techniques and structured negotiation protocols, you will work directly with clients to resolve outstanding balances, arrange payments, and maintain positive business relationships. The role also requires accurate, compliant work and identifying workflow bottlenecks or system errors to support continuous improvement. The position involves managing customer communications and payment inquiries, applying judgment to collection decisions, and using multiple systems and tools. You will also have opportunities to integrate AI tools and automation into daily processes to improve speed, efficiency, and accuracy. The listed duties describe the general nature of the work and are not exhaustive.

Requirements

High school diploma and 1–2 years of experience in a related field.
At least one year of transportation industry customer support experience.
Basic accounting knowledge.
Basic skip tracing knowledge.
Analytical skills.
Sound decision-making and judgment.
Ability to maintain confidentiality of customer and company information.
Organization and time-management skills.
Ability to maintain productivity while ensuring quality.
Results-oriented approach.
Self-motivation and dependability.
Effective oral and written communication skills.
Working knowledge of Google Sheets.
Working knowledge of the Fair Debt Collection Practices Act (FDCPA) and other applicable federal laws.
Flexibility and adaptability to change.
Attention to detail.
Proficient computer skills, including Office and/or Google Suite products.
Familiarity with AI and eagerness to learn more.
Must pass a successful background investigation.

Responsibilities

Manage daily inbound and outbound phone, email, and system-queue communications with delinquent commercial customers to cure past-due debt and secure payments.
Educate customers about account terms and conditions and resolve complex delinquent balances through effective oral and written communication.
Monitor shared group inboxes and resolve customer payment inquiries and disputes accurately and promptly.
Negotiate with customers to obtain payment and resolve delinquent account balances.
Educate customers on alternative payment methods.
Manage multiple portfolios and risk levels.
Use judgment and experience to balance risk, quality, productivity, corporate objectives, and customer retention.
Apply industry knowledge, departmental policies and procedures, and the Fair Debt Collection Practices Act to collection decisions.
Use multiple systems and collections tools to reach decision makers in the collections process.
Perform skip tracing on required accounts using multiple systems and tools.
Identify workflow bottlenecks or system errors.
Integrate AI tools and automation technologies into daily operational processes to improve speed, efficiency, and accuracy.
Perform additional duties and participate in special projects as required.

Benefits

Health insurance
Dental insurance
Vision insurance
Retirement savings plan
Paid time off
Health savings account
Flexible spending accounts
Life insurance
Disability insurance
Tuition reimbursement
Quarterly or annual bonus eligibility for non-sales roles, subject to role and applicable plan