Recovery Specialist

About the role

The Recovery Specialist is responsible for managing and collecting outstanding damage-related claims associated with rental activity. This role focuses on researching claim documentation, validating liability, and executing collection efforts with renters, insurance carriers, and third parties to maximize recoveries and reduce loss exposure. The Recovery Specialist partners with internal Sales and Operations teams, as well as customers and insurance carriers, to resolve claims through phone and email communication. Additional responsibilities may be assigned by the supervisor as needed.

Responsibilities

• Review and validate damage claims, ensuring all required documentation is complete and accurate.
• Conduct detailed research to support liability determinations, including contracts, photographs, reports, and billing records.
• Initiate and manage collection efforts through phone, email, and written correspondence.
• Negotiate payment resolutions with customers, insurance carriers, and third parties.
• Track, document, and maintain accurate records of all collection activities within internal systems.
• Manage account portfolios and maintain aging within established guidelines.
• Develop a systematic approach to account reviews, collection activities, and follow-up communications.
• Maximize recoveries while maintaining a high level of customer satisfaction and professionalism.
• Partner with internal teams, including Customer Care, Operations, Claims, Legal, Customer Relations, and Sales, to resolve disputes, escalations, and sensitive account issues.
• Interact with internal and external customers to resolve outstanding issues in a timely and professional manner.
• Respond to customer inquiries within 24 hours and provide status updates as needed.
• Escalate accounts when financial instability or other collection risks are identified.
• Ensure compliance with company policies, state regulations, and established collection practices.
• Support departmental objectives related to billing, collections, recoveries, and cycle-time improvements.
• Meet or exceed individual and team performance metrics, including recovery rates, cycle times, and assigned targets.
• Perform other duties as assigned by the supervisor or manager.

Requirements

• Minimum high school diploma or equivalent required; some college coursework preferred.
• One year of credit and collections experience or one year of auto insurance claims experience required.
• Experience working in a collaborative office environment.
• Prior experience in claims handling, insurance, or damage recovery preferred.
• Proficiency in Microsoft Word and Excel.
• Ability to work independently and manage multiple priorities.
• Basic mathematical and analytical skills.
• Strong problem-solving and decision-making abilities.
• Excellent written and verbal