Processing Agent

About the role

The Processing Agent serves as a critical link between Blue Line Solutions, law enforcement agencies, and the public. This position is responsible for processing citations, handling inbound and outbound customer calls, collecting citation payments, answering inquiries, and providing exceptional customer service while maintaining accuracy, professionalism, and confidentiality. This role requires employees to balance phone responsibilities and citation processing duties throughout the workday while meeting established quality, productivity, attendance, and customer service expectations.

Essential Functions

• Handle inbound and outbound phone calls regarding citations, payments, court information, address updates, and general inquiries.
• Provide professional, courteous, and accurate information to members of the public.
• De-escalate difficult conversations while maintaining professionalism and empathy.
• Document customer interactions accurately within company systems.
• Process citations accurately and efficiently using company software and systems.
• Review records for completeness and accuracy.
• Process address updates, payments, correspondence, and related documentation.
• Maintain quality standards while meeting productivity expectations.
• Ensure confidential information is handled appropriately.
• Communicate professionally with law enforcement agencies, Chiefs of Police, government officials, and internal team members.
• Aid with special projects and operational initiatives as assigned.
• Support Mail Room operations and other departmental functions as needed.
• Participate in training, meetings, and continuous improvement initiatives.

Performance Expectations

• Maintain established department standards for productivity, quality, attendance, and customer service.
• Successfully perform both phone-related duties and citation-processing responsibilities.
• Meet department performance metrics as established and communicated by management.
• Maintain regular and reliable attendance.
• Demonstrate professionalism and responsiveness when interacting with customers, agencies, and coworkers.
• Adapt to changing workloads, priorities, and operational needs.

Work Schedule

Standard hours are generally Monday through Friday, 8:30 a.m. – 5:00 p.m. In person required. Additional hours may occasionally be required based on business needs. Work assignments may vary throughout the day based on operational demands.

Physical & Mental Requirements

• Use a computer, keyboard, mouse, telephone, headset, and multiple monitors throughout the workday.
• View and interpret information displayed on computer screens.
• Communicate effectively by telephone and electronic means.
• Sit, stand, walk, and change positions throughout the workday, with or without reasonable accommodation.
• Perform repetitive hand, wrist, and finger movements associated with computer work.
• Manage multiple tasks simultaneously while maintaining accuracy and professionalism.
• Work independently and as part of a team.
• Remain available and engaged during scheduled work hours, except during approved breaks, lunches, accommodations, or approved leave.

Required Education & Experience

• A High School Diploma or GED.
• Basic computer proficiency.
• Strong communication and customer service skills.

Preferred

• Previous call center, customer service, administrative, or records-processing experience.
• Experience handling confidential information.
• Experience working with government agencies, law enforcement agencies, or public-facing services.
• Experience utilizing payment-processing systems, CRM platforms, or records-management software.

Key Competencies

• Customer Service.
• Communication.
• Professionalism.
• Attention to Detail.
• Accountability.
• Time Management.
• Adaptability.
• Problem Solving.
• Teamwork.
• Confidentiality.

Benefits

• Medical Insurance.
• Dental Insurance.
• Vision Insurance.
• 401(k).
• Paid Time Off.
• Paid Holidays.
• Additional company-sponsored benefits as applicable.

Why Work at Blue Line Solutions?

• Be part of a mission-driven organization dedicated to saving lives and supporting public safety.
• Lead and shape a critical function within a growing company.
• Work alongside a team that values integrity, accountability, and execution.
• Play a direct role in scaling a company with national impact.
• Join a culture focused on ownership, collaboration, and continuous improvement.

Equal Opportunity Employer

Blue Line Solutions is an Equal Opportunity Employer. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position.