Image Review Specialist

Ferrovial•Manassas, VA

About The Position

About the Role: The Image Review Supervisor is responsible for managing and overseeing Image Review staff and activities including performance monitoring, training, coaching, and motivation of staff. The Image Review Supervisor is also required to assist with month-end preparations and producing data and reports for month-end.

Requirements

1 to 2 years of applicable prior experience in transaction processing and/or financial reconciliation is preferred, but not required
Ability to motivate and lead team members
Exceptional Interpersonal skills and ability to resolve conflicts
Ability to interact with colleagues in a self-managed team structure
Ability to implement innovative processes within a fast-paced environment
Performance Management
Ability to solve problems through Data Analysis
Must be able to demonstrate analytical skills and reconciliation skills
Excellent Time Management skills
Excellent Communication Skills
Must be able to demonstrate computer proficiency, especially in Microsoft Excel, Word and PowerPoint, and other PC based programs

Nice To Haves

Toll collection background preferred but not required

Responsibilities

Develop and manage staff schedules
Training of Image Review staff
Maintain established Image processing procedures and Training Manuals
Set per/hour goals with agents and track progress
Coach and mentor team to ensure optimal performance metric per hour is met.
Communicate any new initiatives, changes to goals, or company news to the team promptly
Conduct risk assessments to make sure the team is maintaining specified safety standards
Accurately and efficiently, resolve escalations that have been assigned
Meet regularly with management to discuss team goals, action plans, staffing, and department KPIs
Conduct performance reviews
Monitor and review image movements in the queues, daily, to ensure images are queueing and loading appropriately for review.
Support day-to-day operational activities and reporting tracking of key performance indicators
Oversee, manage, and participate in the timely clearing of the Supervisor queue, Code-Off Queue, Recon Queue, Dispute Queue, Rate Gaps, and the re-rating of transactions
Evaluate and investigate rejections and code-offs performed by Image Review staff
Work with the Development Team to communicate changes to reporting.
Manage duplicate transaction validations
Manage TSM manual review operations
Manage DMV Error handling
Manage Invoice processing