Senior Recovery Agent

📋 Description

• • As a Senior Recovery Agent at WEX Inc., you will be at the forefront of managing and resolving delinquent account balances, playing a critical role in maintaining the financial health of the company and ensuring positive customer relationships even in challenging situations.
• • Your primary responsibility will involve engaging with customers through both inbound and outbound calls, as well as managing communications via a shared email inbox. This requires a high degree of professionalism, empathy, and negotiation skill to influence customers towards immediate payment and to effectively resolve outstanding debts.
• • You will be tasked with de-escalating conflicts and managing sensitive customer interactions with tact and expertise, transforming potentially negative experiences into resolutions that uphold WEX's commitment to customer service.
• • This role demands the ability to handle complex and later-stage delinquent accounts, leveraging your professional knowledge and experience to determine the most appropriate and effective strategies for resolution.
• • You will be instrumental in preventing accounts from escalating to further stages of delinquency by proactively identifying issues and implementing timely solutions.
• • A deep understanding and application of industry knowledge, WEX's departmental policies and procedures, and the Fair Debt Collection Practices Act (FDCPA) are essential for making sound collection decisions and ensuring compliance.
• • Consistency in work processes and adherence to established protocols are paramount, ensuring a reliable and predictable approach to collections.
• • Proficiency in utilizing multiple systems and collection tools is a key aspect of the role, enabling efficient management of accounts and effective communication with customers.
• • You will be expected to execute and exhaust all available skip tracing resources to locate and connect with decision-makers, ensuring that all avenues for resolution are explored.
• • The strategic application of all available collection tools and payment options will be crucial in resolving delinquencies and minimizing bad debt, directly impacting the company's financial performance.
• • Meticulous and accurate documentation of all account activities and follow-up actions is required to maintain a clear record and ensure continuity of service.
• • This role requires a self-motivated, dependable individual who can thrive in a dynamic, high-energy, and rapidly changing environment, demonstrating resilience and a proactive approach.
• • A competitive, persistent, and assertive mindset is beneficial for achieving collection goals while maintaining professional conduct.
• • You will actively engage in peer collaboration, sharing and implementing best practices in collections to foster a culture of continuous improvement within the team.
• • The ability to work with minimal supervision is expected, showcasing your autonomy and effectiveness in managing your workload.
• • You will have the opportunity to participate in special projects and perform additional duties as required, demonstrating flexibility and a commitment to supporting broader organizational objectives.
• • You will engage in ongoing education with customers regarding their account terms, conditions, and available alternative payment methods, empowering them to manage their balances effectively.
• • The role involves managing multiple portfolios and varying risk levels, requiring adaptability and a nuanced understanding of different customer situations.
• • Your judgment and experience will be critical in making decisions that effectively balance risk, quality of service, productivity, corporate objectives, and customer retention.
• • You will perform skip tracing on required accounts using multiple systems and tools to ensure successful contact and resolution.
• • Proactively taking on additional responsibilities and contributing to special projects will be encouraged, highlighting your commitment to team and organizational success.
• • Demonstrating efficiency and strong time management skills will be key, leveraging your comprehensive knowledge of various portfolios and policies to mentor others, conduct training sessions, and support the onboarding of new employees.