Recovery Agent (Collections Support 2)
WEX · Remote · $18.30–$20.60/hr (stated in the posting)
About the Team/Role
As a Recovery Agent, you are an essential contributor to safeguarding WEX’s financial health and reducing credit exposure. This is an impactful individual contributor role designed for a focused collections professional whose core mission is clear: to successfully cure past-due debt, resolve account delinquency, and secure predictable cash flow for our standard commercial portfolios.
You will own the daily management of a portfolio of moderately complex, past-due business accounts. Utilizing standard commercial collection techniques and structured negotiation protocols, you will work directly with clients to resolve outstanding balances, make payment arrangements, and maintain positive ongoing business relationships.
We look to our Recovery Agents to execute tasks with high accuracy, maintain tight compliance, and call out workflow bottlenecks or system errors so we can continuously improve.
How you'll make an impact
- Manage daily inbound and outbound communication channels (phone, email, system queues) with delinquent commercial customers to successfully cure past-due debt and secure immediate payments.
- Execute sound communication (oral and written) to educate customers on account terms and conditions and effectively resolve complex delinquent balances.
- Monitor and manage shared group inboxes, ensuring timely and accurate resolution of customer payment inquiries and disputes.
- Review account financial histories and transaction details systematically to understand the baseline 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 strictly defined corporate guidelines and established authority matrices.
- Document all customer touchpoints, payment commitments, and account dispute details accurately and in real-time within the core collections system of record.
- Identify and route billing errors, account disputes, or customer complaints to the appropriate internal departments (e.g., Billing, Sales), tracking the file to ensure payment roadblocks are cleared.
- Maintain standard operating adherence to the Fair Debt Collection Practices Act (FDCPA), internal credit policies, and industry compliance frameworks during all daily merchant interactions.
- Meet or exceed standard weekly and monthly performance goals, including outbound call volume targets, portfolio cure rates, and quality assurance compliance scores.
- Follow established team workflows closely while identifying repetitive manual bottlenecks.
- Embrace opportunities to integrate AI tools and automation technologies into daily operational processes to improve speed, efficiency and accuracy.
These statements are intended to describe the general nature and level of work being performed rather than give an exhaustive list of all duties and responsibilities.
Experience you'll bring
Minimum Required Qualifications for Consideration
- 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 a clear 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 the ability to maintain steady operational output within a high-volume professional setting.
- Must successfully pass a background investigation.
Preferred
- 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.