Tolling Violations Processing Manager

About the role

This position will be based in 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.

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 processes and staff.
• Ensure the violations, fulfillment, and mailroom team meets key performance indicators (KPIs).
• Interface with third-party service providers and subcontractors to ensure contract compliance.
• Provide leadership, build, and motivate team members to meet project goals and milestones.
• Manage day-to-day violations/collections, fulfillment, and mailroom activities and resources, including inventory management.
• Work closely with the back-office software provider to assess, test, and implement customized project-specific operating software.
• Evaluate operating software and identify areas for efficiency improvements or modifications.
• Participate in internal project meetings and client meetings.
• Stay 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 lookups, and other identified tasks.
• Reconcile and/or review monthly third-party service provider invoices against system reporting for collection agencies, DMV registration holds, print house vendors, skip tracing, out-of-state lookups, 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, and evaluating output requirements and formats.
• Carry out supervisory responsibilities in accordance with the organization’s policies and applicable laws.

Requirements

• 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 and 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.
• Proficiency with PC computers, including Microsoft Excel, Word, and Access.
• 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.

Physical Demands

• Ability to safely and successfully perform essential job functions consistent with 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 work with the 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 a computer and keyboard, standard office equipment, and telephone.
• Frequent hand/eye coordination to operate computer keyboard and office equipment.
• Noise level in the work environment is quiet to moderate.

Benefits

WSP provides a comprehensive suite of benefits focused on providing health and financial stability throughout the employee’s career. These benefits include:

• Medical, dental, vision, disability, and life coverage.
• Retirement savings.
• Paid sick leave.
• Paid vacation or other personal time.
• Paid parental leave.
• Paid time off for bereavement, voting, and/or attendance at naturalization proceedings.

Pay

Expected salary: $85,000 - $115,000.

About WSP

WSP USA is the U.S. operating company of WSP, one of the world's leading engineering and professional services firms. Dedicated to serving local communities, WSP USA designs lasting solutions in the buildings, transportation, energy, water, and environment markets. With more than 15,000 employees in over 300 offices across the U.S., WSP USA partners with clients to help communities prosper.

WSP provides a flexible and agile workplace model while meeting client needs. Employees are afforded a comprehensive suite of benefits focused on health and financial stability throughout their careers.