About this Recovery Agent (Collections Support 2) role at WEX
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.
- 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.
- Proficient use of multiple systems and collections tools to be able to reach a decision maker in the collections process.
- Self-motivated, dependable and able to work productively in a dynamic, high energy, rapidly changing environment.
- Perform skip tracing on required accounts using multiple systems/tools
- Perform additional duties and participate in special projects as required.
- 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 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
- 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.
- Must pass a successful background investigation
