Disputes Resolution Lead

Ferrovial•Manassas, VA

2d•Onsite

About The Position

Summary: The Dispute Resolution Lead will be tasked with multiple responsibilities including but not limited to handling customer interactions, processing check payments, case management, dispute resolution, exempt vehicle management, data validation, and return mail processing.

Requirements

High School Diploma or equivalent certification required
Must be willing and able to work on-site at our Manassas, VA office
Strong Communication skills, both written and verbal
Great active listening skills
Exceptional rapport-building skills
Patient/Empathetic Attitude
Ability to adapt to change and Flexibility to move from one task to another
Must be able to multitask, problem solve and implement innovative processes within a fast-paced environment
Comfortable working in a fast-paced environment
Moderate to advance troubleshooting skills
Must be able to demonstrate basic computer proficiency, especially in Microsoft Excel, Word, PowerPoint, and other PC based programs

Nice To Haves

Previous call center, customer service, and/or collections experience preferred, but not required.
Bilingual (English & Spanish) is a plus

Responsibilities

Utilize the Customer Relationship Management tool (CBO) to actively manage customer contacts, violation notices, and associated license plates. The Dispute Resolution Lead will use the CBO to create, review, and resolve cases, and to review account notes and payment-related information to help assist with the resolution of customer disputes and/or escalations.
Utilize the Power BI application to research and understand the transaction and trip data received from the roadside to validate why vehicles receive their toll amount either by E-ZPass or by notice violation.
Process payments received by mail to the corresponding notice, license plate, and/or contact.
Validate check payments processed match what the CBO shows as received check payments.
Review customer disputes (includes mail disputes, email disputes, E-ZPass disputes, and Cases created due to customer disputes).
Research and resolve customer disputes by using established procedures and guidelines.
Provide proper expectations with customers on what information is needed to properly resolve their dispute.
Process payments that are attached to mailed disputes after a decision on the dispute has been made.
Contact customers by phone, email, & mail to communicate the status of submitted disputes.
Track and close cases as information is provided and/or the period to resolve the case has ended.
Send toll corrections for adjustments that need to be made based on findings from customer disputes.
Send E-ZPass corrections to E-ZPass for adjustments that need to be made based on findings from E-ZPass disputes.
Track report on the number of disputes coming in from different channels with insights on top disputes and adjustments made.
Contact customers by phone, email, & mail to collect unpaid notices prior to being sent to collections.
Assist the legal team in pulling CBO customer data to prepare court packages for summons and/or court hearings.
Assist customer service handling customer interactions via phone, chat, email, and in person.
Perform additional tasks as needed
Provide a monthly report on the number of disputes received, dispute channels, types of disputes, and adjustments made based on dispute resolution.
Recommend additional training or procedures to address trends seen while handling disputes.
Report issues observed with the system and customer accounts to management immediately.