About the Position:
Intugo, in partnership with a foreign company specializing in immigration legal services, is seeking a Recovery Supervisor / Recovery Specialist to manage delinquent accounts and drive recovery strategies. This role focuses on minimizing financial loss through effective account management, negotiation, and data-driven decision-making.
Primary Responsibilities
Account Recovery Management:
- Manage accounts that are 360+ days past due
- Monitor account status, payment activity, and recovery progress
- Conduct outreach to secure payments and negotiate payment arrangements
- Follow up on outstanding balances and track recovery activity
Analysis & Strategy:
- Review account history and determine the best recovery approach
- Adjust strategies based on debtor response and account behavior
- Maintain focus on reducing financial loss and improving recovery rates
Billing & Dispute Resolution:
- Investigate and resolve account discrepancies
- Communicate with internal teams to address account issues
- Ensure all resolutions are handled in a timely and professional manner
Documentation & Compliance:
- Maintain accurate and detailed records of all account activity
- Ensure proper system updates and adherence to follow-up timelines
Operational Oversight (Supervisor Level):
- Supervise daily recovery team operations
- Monitor delinquency trends and recovery performance metrics
- Approve escalations and specialized payment plans
- Develop reports and performance dashboards
- Train and coach team members on negotiation and recovery strategies
Required Qualifications
- Experience:
- Supervisor: 2-3+ years of experience in collections leadership and team management
- Specialist: 1-2+ years of experience in collections or Accounts Receivable
- Language:
- Fully bilingual in English and Spanish (written and verbal)
- Technical Skills:
- Proficiency in Microsoft Excel (filters, VLOOKUP/XLOOKUP, pivot tables)
- Core Competencies:
- Strong negotiation and conflic