Recovery Agent

WEXWEXUS•Remote, OH

5d•$18 - $21

About The Position

The Recovery Agent is an individual contributor responsible for safeguarding WEX’s financial health by curing past-due debt, resolving account delinquency, reducing credit exposure, and securing predictable cash flow for standard commercial portfolios. The agent manages a daily portfolio of moderately complex, past-due business accounts, using standard commercial collection techniques and structured negotiation protocols to resolve balances, arrange payments, and maintain positive customer relationships. The role requires accurate, compliant work and identifying workflow bottlenecks or system errors to support continuous improvement.

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 and skip tracing knowledge.
Analytical skills and sound decision-making and judgment.
Ability to maintain the confidentiality of customer and company information.
Organization and time management skills.
Ability to maintain productivity while delivering quality work.
Results-oriented and self-motivated.
Effective oral and written communication skills.
Working knowledge of Google Sheets.
Working knowledge of the FDCPA and other applicable federal laws.
Flexible and adaptable to change.
Detail-oriented.
Proficient computer skills, including Office and/or Google Suite products.
Must pass a successful background investigation.

Nice To Haves

Familiarity with AI and eagerness to learn more.

Responsibilities

Manage daily inbound and outbound communications with delinquent commercial customers through phone, email, and system queues to cure past-due debt and secure payments.
Communicate account terms and conditions and resolve complex delinquent balances using effective oral and written communication.
Monitor shared group inboxes and resolve customer payment inquiries and disputes accurately and promptly.
Negotiate with customers to obtain immediate payment and resolve delinquent balances.
Educate customers on account terms, conditions, and 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 when making 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 and participate in continuous improvement.
Integrate AI tools and automation technologies into daily 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 the applicable plan