Tolling Recovery Manager

WSP•Merrimack, NH

4d•Onsite

About The Position

WSP is seeking a Tolling Recovery Manager based in Concord, New Hampshire. The role leads the client’s unpaid-toll processing and image-review operations, overseeing the full lifecycle from automated and manual image review through registered-owner processing, invoices and violation notices, disputes, enforcement support, DMV Hold coordination, reconciliation, and final disposition. The position monitors operational performance and compliance with client-approved Business Rules, KPIs, SLAs, procedures, and processing timelines, and coordinates corrective action when needed. The manager coordinates with finance, project management, back-office operations, QA/QC, training, reporting and analytics, digital channels, IT, BOS, customer service, print and mail, registered-owner-data providers, and the client. The role also participates in project requirements, workflow design, testing, training, migration validation, readiness, cutover, Go-Live, and stabilization activities. This position is contingent on a future project victory.

Requirements

Minimum five years of unpaid-toll processing experience, including image-review experience.
Experience with automated image-review workflows.
Experience with manual image-review workflows.
Experience with enforcement processes.

Responsibilities

Lead unpaid-toll processing from transaction identification through final resolution and disposition.
Oversee automated and manual image-review workflows, including initial and secondary review, rejected images, exceptions, backlog, and processing outcomes.
Oversee registered-owner processing through approved DMV and other authorized sources, including in-state and out-of-state lookups, retries, no-match results, and manual research.
Oversee address validation, correction, NCOA, skip-tracing, and returned-mail-related workflows, as applicable.
Oversee generation and processing of First Invoices, Second Invoices, and Violation Notices under client-approved Business Rules and timing requirements.
Coordinate invoice and notice files with print, mail, electronic-delivery, returned-mail, and reconciliation processes.
Monitor suppressed, canceled, regenerated, reissued, returned, corrected-address, and undeliverable notices.
Oversee operational support for unpaid-toll disputes, waiver requests, appeals, and information requests from the client’s designated review authority.
Ensure waivers, adjustments, dismissals, reversals, and other dispositions are processed only under approved Business Rules and authority.
Oversee operational activities supporting client-approved DMV Hold processing, including data validation, status updates, releases, removals, corrections, and audit records.
Monitor unpaid-toll and image-review volume, throughput, backlog, aging, accuracy, rejects, exceptions, disputes, and final dispositions.
Monitor compliance with applicable KPIs, SLAs, Business Rules, procedures, and processing timelines; coordinate corrective actions when performance is at risk.
Coordinate with the Finance Manager on tolls, payments, fees, waivers, refunds, adjustments, cancellations, write-offs, reconciliation, and audit support.
Maintain transaction-level traceability from the original toll transaction through invoicing, payment, adjustment, enforcement, or final disposition.
Participate in requirements validation, workflow design, Business Rule review, testing, training, data-migration validation, operational readiness, cutover, Go-Live, and stabilization activities.
Coordinate with project management, back-office operations, finance, QA/QC, training, reporting and analytics, digital channels, IT, BOS, customer service, print/mail, registered-owner-data providers, and the client.
Support continuity, backup coverage, knowledge transfer, and cross-training for critical unpaid-toll functions.
Perform other duties consistent with unpaid-toll management responsibilities assigned under the project.
Coordinate personnel and work activities assigned to unpaid-toll processing, image review, invoicing, and enforcement support.
Provide operational direction, monitor performance, and coordinate corrective action, coaching, training, and escalation as applicable.
Ensure clear handoffs and accountability across unpaid-toll workflows and supporting teams.
Support staffing, workload, backlog-recovery, surge-coverage, and continuity planning for unpaid-toll functions.