Recovery Agent

WEX

About The Position

The Recovery Agent communicates in a clear, concise manner, orally and in writing, with customers to influence and negotiate to obtain immediate payment and resolve delinquent account balances. This role involves managing and deescalating conflict, handling later-stage delinquent and complex account situations, and utilizing professional knowledge to achieve resolution. The agent is responsible for managing delinquencies to prevent them from escalating, applying industry knowledge, departmental policies, and the Fair Debt Collection Practices Act for appropriate collection decisions. The position requires proficient use of multiple systems, executing and exhausting all skip tracing resources to reach decision-makers, and appropriately applying collection tools and payment options to resolve delinquency and minimize bad debt. Accurate documentation and follow-up are crucial. The agent must be self-motivated, dependable, and able to work productively in a dynamic, high-energy, rapidly changing environment, demonstrating competitiveness, persistence, and assertiveness. Peer collaboration for best practices is encouraged, and the role allows for working with minimal supervision. The agent will also participate in special projects and perform additional duties as required. Key responsibilities include inbound/outbound collection calls, managing emails in a shared group inbox, engaging in ongoing customer education on terms and conditions and alternative payment methods, and managing multiple portfolios and risk levels. The agent will use judgment to balance risk, quality, productivity, corporate objectives, and customer retention, and perform skip tracing on required accounts using various systems/tools.

Requirements

Must pass a successful background investigation
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
Sound decision making/judgment
Ability to maintain confidentiality of customer and company information
Organized/Time Management ability
Ability to be productive while maintaining quality
Results-Oriented
Self-motivated
Effective oral and written communication skills
Working knowledge of Google Sheets

Nice To Haves

Working knowledge of FDCPA and any other applicable Federal laws
Basic accounting knowledge
Analytical skills
Sound decision making/judgment
Flexible/Adaptable to change
Detail Oriented
Proficient computer skills including Office and/or Google suite products
Familiarity with AI and an eagerness to learn more

Responsibilities

Communicates in a clear, concise manner, orally and in writing, with customers to influence and negotiate to obtain immediate payment and resolve delinquent account balances
Manages & deescalates conflict when speaking to a customer
Ability to manage up to and including later stage delinquent and complex account situations, utilizing professional knowledge and experience to determine appropriate approaches to achieve resolution
Manages delinquencies from rolling to the next level
Applies industry knowledge, departmental policies and procedures, and Fair Debt Collection Practices Act to make appropriate collection decisions
Demonstrates the ability to apply consistency in work processes
Proficient use of multiple systems
Executes & exhausts all skip tracing resources to reach a decision maker
Appropriately applies all collection tools & payment options to resolve delinquency and minimize bad debt
Appropriate documentation of accounts and follow-up
Engages in peer collaboration as it relates to sharing/ implementing collection best practices
Ability to work with minimal supervision
Participates in special projects and performs additional duties as required
Inbound/ Outbound Collection calls
Work emails in a shared group inbox
Communicate effectively, orally and in writing, with customers to negotiate and obtain immediate payment and resolve delinquent account balances
Engage in on-going education with customers on terms and conditions and alternative payment methods
Ability to manage multiple portfolios and risk levels
Utilize judgment and experience to make decisions that effectively balance risk, quality, productivity, corporate objectives and customer retention
Apply industry knowledge, departmental policies and procedures, and Fair Debt Collection Practices Act to make appropriate collection decisions
Perform skip tracing on required accounts using multiple systems/tools
Perform additional duties and participate in special projects as required