Payment Correspondence Supervisor

Lereta Corporation•Pomona, CA

46d

About The Position

The Payment & Correspondence Supervisor will oversee all functions of the Payment & Correspondence Team, including outgoing manual bill requests to taxing authorities, tax bill review (keying and verification), Bill Vault reporting to customers, incoming mail sorting, letter correspondence, and monitoring EFT/ACH funds and physical checks to ensure balancing and accurate payment remittance. This position designs, implements, and monitors productivity and quality control standards, develops best-practice procedures, and ensures consistent team performance and growth. The Supervisor will work closely with clients and internal support teams, furthering LERETA's reputation as a trusted leader in the tax service industry.

Requirements

High School Diploma or equivalent
Minimum of three (3) to five (5) years' experience as Senior Payment & Correspondence or equivalent
Ability to research and understand responsible party for penalty and losses
Advanced knowledge and understanding of PCT Databases (Bill Acquisition and/or Payment)
Advanced knowledge and understanding of LERETA's Mainframe and platforms for processing
Advanced knowledge of LERETA's tax cycles including higher level of complexity pertaining to state and agency requirements
Must be able to type 60 wpm
Must be able to use 10-key by touch; 10k or above with 98% accuracy
Must have advanced knowledge of Real Estate Tax Servicing
Ability to formulate and execute plans and goals for team
Demonstrate ability to execute assigned tasks and recognizes the opportunity to delegate
Excellent analytical and problem-solving skills
Team player and have ability to work in a team environment
Possess effective communication skills, both written and oral
Ability to work in a fast-paced, high volume, customer-focused and high stress environment
Ability to accurately meet deadlines and work overtime during peak seasons (as needed)
Demonstrate strong time management skills

Responsibilities

Develops and documents workflow procedures, ensuring they are implemented effectively and maintained at high quality standards
Plans and organizes team operations in alignment with the company's strategies and objectives
Organize and prioritize work to ensure timely completion of assigned daily tasks.
Leads and facilitates daily team huddles, encouraging and supporting employee suggestions for process improvements and workflow efficiencies
Monitors team operational activities and proactively communicate progress and concerns to the Operational Tax Manager
Provides coverage for daily workflow as needed to ensure adequate staffing during peak cycles and to maintain timely, accurate reporting
Serves as a backup to perform all functions of the Payment & Correspondence Team
Researches complex issues, including advanced claims research and mitigation, and effectively communicate findings to management
Ensures the team meets all daily, weekly, monthly, and quarterly performance goals
Produces and analyzes daily, weekly, monthly, and quarterly performance statistics to track team progress
Ensures all internal and customer Service Level Agreements (SLAs) are consistently met
Processes semi-monthly payroll accurately and on schedule
Reviews, approves, and tracks vacation, sick, and floating holiday requests, as well as other time-off requests as needed
Anticipates staffing requirements and communicates needs to the Operational Tax Manager
Assists the Operational Tax Manager with the development and planning of the annual budget
Supports the Payment & Correspondence Team in meeting financial expense goals, production targets, and compliance standards
Participates in monthly reforecasting activities, including monitoring temporary staffing budgets and overtime expenditures
Provides the manager with timely feedback regarding budgeting needs and adjustments
Minimizes or eliminates losses and penalties due to processing errors by conducting thorough root cause analyses and implementing corrective measures
Provides timely, accurate assistance in response to written and verbal customer inquiries and issues
Responds to escalated calls from homeowners, lenders, and third parties as needed
Represents the team in interdepartmental meetings and effectively communicate agendas, updates, and action items back to the team
Prepares detailed documentation and business requirements for processes, procedures, and system enhancements, supporting both internal and external audits
Demonstrates professionalism in all interactions with customers and taxing authorities
Upholds and enforces company policies while serving as a role model for team members
Encourages and supports employee suggestions for process and workflow improvements
Maintains up-to-date, detailed documentation of team processes and procedures
Recommends new policies and procedures based on performance trends and operational issues
Proactively identifies and assess estaxing authority or customer needs, document required actions, and coordinate with appropriate internal teams
Submits timely iSupport tickets, requests, and justifications
Collaborates with IT to develop business requirements, conduct thorough testing in the UAT environment, and ensure successful implementation
Assists in developing and delivering training for all technology updates and system changes
Provides consistent, constructive feedback to employees on productivity, rework, error rates, and the ongoing expectation of continuous improvement
Establishes and manages weekly and monthly accuracy goals for team members
Establishes and manages weekly and monthly production goals for team members
Ensures all employees receive thorough and effective training
Fosters a high-quality work environment that motivates team members to perform at their best
Recommends and implements development plans to support individual employee growth
Manages overall employee performance, including recognition through Awardco and the implementation of performance improvement plans when necessary
Completes and delivers performance appraisals for all direct reports
Conducts regular, documented one-on-one meetings with each direct report
Remains accessible to team members experiencing work-related challenges, providing coaching, counseling, guidance, and resolution as needed
Works with compliance team to ensure all changes to existing business rules or procedures are understood and communicated to teams
Provides feedback to management on issues or concerns regarding requested changes to current business rules or procedures from customers or taxing authorities
Assumes the Manager's role in his/her absence
Assists with recruitment, hiring of department personnel by interviewing potential candidates, contribute to candidate selection, and submits iSupport tickets for new hire equipment and system security/set-up
Performs other miscellaneous tasks or special projects, as assigned by Management