Tolling Violations Processing Manager

WSP•Richmond, VA

9d•Onsite

About The Position

WSP is currently initiating a search for a Tolling Violations Processing Manager! This position will sit out of our Richmond, Virginia office. JOB SUMMARY The Violations Processing Manager is responsible for organizing, directing and overseeing all violations, pre-collections, collections, fulfillment and mailroom activities for the client’s project. Duties include communicating violations objectives to Processing Representatives and other department personnel, compiling data to make assessments of the department’s progress and meeting key performance indicators (KPI) goals. Interfaces with clients, subcontractors, and third-party service providers. Coordinates department functions, reporting reconciliation and achieving set goals.

Requirements

5+ years’ experience in customer service
Three (3) years of management experience in high-volume transaction operations
Demonstrated productivity in a team environment focusing on customer satisfaction and dispute resolution
Strong technical research skills
Strong Analytical skills
Strong written and verbal communication skills
Strong attention to detail and organizational skills
Ability to work independently and under strict deadlines
Ability to maintain confidentiality and discretion properly
Should possess an average skill ability and knowledge of PC computers.
The ability to develop, create, and utilize spreadsheet software (Microsoft Excel), word processing software (Microsoft Word) and Access.
Possess the skills and ability to learn and utilize new software products as introduced by the organization.
Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

Responsibilities

Develop violations and collections, fulfillment and mailroom standard operating procedures including internal controls
Direct, monitor, and evaluate the activities and performance of the violations\collections, fulfillment and mailroom activities/processes and staff
Responsible for the performance of the violations, fulfillment and mailroom team and ensures that KPIs are successfully achieved
Interface with third party service providers and subcontractors and ensure contract compliance
Provide leadership for the team by building and motivating team members to meet project goals, adhering to responsibilities and project milestones
Manage the day-to-day violations/collections, fulfillment and mailroom activities and resources to include inventory management
Work closely with back-office software provider to assess, test and implement components of customized project specific operating software system
Perform evaluations of operating software and identify areas for efficiency and operational improvements and/or modifications to functionality
Participate in internal project meetings and client meetings
Keep abreast of collection trends, practices and developments
Prepare and/or review daily and monthly reporting and reconciliation related to DMV registration hold activities, mail-in payments, collections agency activities, registered owner lookups, out of state plate looks ups and as identified
Reconcile and/or review monthly third party service provider invoices to system reporting for collection agency, DMV registration holds, print house vendor, skip tracing, out of state look ups, etc.
Build strong interpersonal relationships with internal clients
Work independently as well as in a team environment
Determine operational objectives by studying business functions; gathering information; evaluating output requirements and formats
Duties and responsibilities include some or all of the following. Supervisor may assign other duties as needed.