Collections Support 3 (Sr. Recovery Agent)

Job description

About the team/role: As a Senior Recovery Agent, you are the critical line of defense in safeguarding WEX’s financial health and driving robust risk management. This isn't just a transactional collections role—it is a strategic individual contributor position where your advanced expertise directly impacts our bottom line. You will own recovery of a complex, high-stakes portfolio of past-due commercial accounts. Utilizing specialized financial negotiation tactics and a deep understanding of B2B credit risk, you will act as a trusted subject matter expert to secure vital payments, minimize outstanding exposure, and maintain customer relationships wherever possible. You will have the autonomy to shape how we work. We look to our Senior Agents to continuously analyze workflows, identify inefficiencies, and recommend process improvements or technology solutions that help our team scale. How you'll make an impact: Manage daily inbound and outbound communication channels with past-due commercial customers classified as medium to high risk of credit loss to secure immediate payment and resolve delinquent account balances. 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. Evaluate complex account details and historical transaction data systematically to diagnose root causes of delinquency and determine the most effective, risk-mitigated collection approach. Negotiate complex payment structures, short-term payment plans, and commercial settlements independently within established corporate risk guidelines and authority limits. Apply advanced industry knowledge, corporate credit policies, and ensure strict, unwavering adherence to the Fair Debt Collection Practices Act (FDCPA) and regional regulatory mandates during all client interactions. Document all collection activities, payment commitments, skip tracing results, and structural account modifications accurately and in real-time within the core collections system of record. Partner actively with internal Global Risk Operations units and broader cross-functional teams (e.g., Contact Center, Billing) to resolve systemic disputes and eliminate complex barriers to customer payment. Clarify contract terms, legal financial obligations, and ongoing payment modalities clearly to customers to ensure long-term accounts receivable health and compliance. Achieve or exceed defined weekly and monthly service level objectives (SLOs), including portfolio productivity, quality assurance benchmarks, and recovery effectiveness metrics. Partner with leadership to proactively identify and embrace opportunities to integrate AI, workflow routing engines, and automation technologies into daily operational processes. 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: High School Diploma or equivalent with 3–5 years of direct experience in high-volume, complex B2B or commercial collections. Well-versed in the Fair Debt Collection Practices Act (FDCPA) with a proven ability to apply these legal frameworks to risk-based decision-making. Intermediate computer software literacy, including adaptive comfort learning new core platforms. Demonstrated sound decision-making and judgment capabilities in fast-paced risk environments. Strong analytical, problem-solving, and conflict-resolution skills. Excellent oral and written communication skills tailored for corporate B2B environments. Excellent time management, prioritization, goal setting, and work scheduling skills within a deadline-oriented environment. Must successfully pass a background investigation. Preferred Qualifications: Associate's degree or higher in Accounting, Finance, Business Administration or a closely related field. Proven initiative, strong curiosity, self-motivation, and an eagerness to commit to continuous professional development regarding evolving industry practices and regulatory changes. Intermediate to advanced proficiency within Google Workspace (Docs, Sheets, Slides). Direct, hands-on experience utilizing WEX enterprise platforms such as Salesforce, PeopleSoft, and Genesys. The base pay range represents the anticipated low and high end of the pay range for this position. Actual pay rates will vary and will be based on various factors, such as your qualifications, skills, competencies, and proficiency for the role. Base pay is one component of WEX's total compensation package. Most sales positions are eligible for commission under the terms of an applicable plan. Non-sales roles are typically eligible for a quarterly or annual bonus based on their role and applicable plan. WEX's comprehensive and market competitive benefits are designed to support your personal and professional well-being. Benefits include health, dental and vision insurances, retirement savings plan, paid time off, health savings account, flexible spending accounts, life insurance, disability insurance, tuition reimbursement, and more. For more information, check out the "About Us" section. Pay Range: $21.80 - $24.10