Job Title: Recovery Coordinator 

Reports to: Sr Ops Manager 

Department: Recovery 

Location: Niles, IL

Summary

The Recovery Coordinator serves as a vital support function within Pavilion Payments' Fraud, Risk, and Bankruptcy Departments. This role is responsible for ensuring full compliance with state laws and departmental procedures while upholding the highest standards of regulatory adherence. The Recovery Coordinator will provide high-quality service to ensure a swift resolution of debtor issues, allowing them to continue patronizing our merchants.

Key Responsibilities

• Ensure all debtor account communications comply with the Fair Credit Reporting Act (FCRA) and Fair Debt Collection Practices Act (FDCPA), whether directed at debtors or third-party collection agencies.
• Conduct manual audits and reviews of daily claims payable reports to identify potential fraud patterns.
• Maintain, update, and process debtor account information related to credit, fraud, and bankruptcy inquiries, disputes, updates, and documentation.
• Maintain and update all workbook sheets related to Fraud, Bankruptcy and Debt Validation.
• Serve as the primary liaison for inbound calls concerning consumer credit, fraud, and bankruptcy inquiries.
• Maintain, reply and notate all voicemail inquiries.
• Execute additional duties and responsibilities as assigned.

Collaboration & Teamwork

• Work effectively with other Recovery Coordinators, Collection Representatives, and Management to meet service levels and organizational goals.
• Promote a collaborative and positive work environment.

Customer Engagement

• Address debtor inquiries professionally and provide accurate information to resolve issues efficiently.
• Ensure seamless consumer interactions to prevent future transaction disruptions.

Adaptability & Resilience

• Maintain strict compliance with FCRA and FDCPA while managing high-pressure situations.
• Quickly adapt to new information and varying debtor inquiries.

Attention to Detail

• Follow detailed procedures and ensure data accuracy.
• Transition smoothly between debtor accounts and tasks while managing inbound calls.

Problem-Solving & Decision-Making

• Adhere to guidelines and take appropriate actions to resolve issues effectively.
• Recognize and escalate complex issues when necessary, demonstrating sound judgment.

Technical Expertise

• Blend technical knowledge with strong communication skills to educate debtors on Pavilion Payments’ role in check assignments.
• Utilize multiple platforms efficiently.

Desired Qualifications:

• Minimum of three years of customer service and/or collections experience preferred.
• College diploma or equivalent preferred.
• Ability to multitask and transition seamlessly between calls in a fast-paced environment.
• Strong adherence to company policies and procedures to ensure consistent customer treatment.
• Ability to work both independently and collaboratively within a team-driven environment.
• Excellent organizational and interpersonal communication skills (written and verbal).

• AS400 skills, customer service skills, fraud, call backs, excel, quick learner, claims and dealing with legal websites.

• Strong attention to detail with the ability to make informed decisions based on customer data and departmental guidelines.
• Customer-focused mindset with a willingness to take ownership of responsibilities.
• Positive attitude to foster productive consumer interactions.

Perks & Benefits!

• A great company that is focused on team building, and career pathing for its team!
• Join a team that is fun, friendly, and customer-focused!
• Excellent employee benefits package - Health, Dental, Vision, 401k match, and more!

Pavilion Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the Human Resources Department

JOB CODE: 1000051