Job Description

This Opportunity

WSP is currently initiating a search for a Tolling Violations Processing Manager!

This position will sit out of our Richmond, Virginia office.

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.
Your Impact

• 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.

Who You Are

Required Qualifications

• 3-5+ 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.

PHYSICAL DEMANDS

• Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards.
• Ability to adhere to attendance requirements
• Primarily sedentary physical work requiring ability to lift a maximum of 10 pounds
• Must be able to lift, carry, walk and stand
• Vision for reading, recording and interpreting information
• Frequent speech communication, hearing and listening to maintain communication
• Daily use of computer and keyboard, standard office equipment and telephone
• Ability to access, input, and retrieve information from the computer
• Frequent hand/eye coordination to operate computer keyboard and office equipment
• Noise level in the work environment is quiet to moderate

This position is responsible for the overall direction, coordination, and evaluation of violations/collection, fulfillment and mailroom team. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.

WSP Benefits:

WSP provides a comprehensive suite of benefits focused on providing health and financial stability throughout the employee's career. These benefits include coverage related to medical, dental, vision, disability, and life; retirement savings; paid sick leave; paid vacation (or other personal time); paid parental leave; and paid time off for purposes of bereavement, voting, and/or attendance at naturalization proceedings.

Compensation:
Expected Salary: $85,000 - $115,000

WSP USA is providing the compensation range that the company in good faith believes it might pay and offer for this position, based on the successful applicant's education, experience, knowledge, skills, abilities in addition to internal equity and specific geographic location. WSP USA reserves the right to ultimately pay more or less than the posted range and offer additional benefits and other compensation, depending on circumstances not related to an applicant's sex or other status protected by local, state, and/or federal law.

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