Violations Specialist I Job at Wheels, Inc.
Join our Wheels team and be part of a dynamic, exciting and engaging business!
Together Let’s Go Far
Essential Functions
- Direct Client Contact through representation of the Tolls and Violations program.
- Process for clients’ billing and payment of parking violations. Special processing for all NY parking tickets (through vendor), and accurately bill clients for appropriate charges. Requires preparation of spreadsheets for NY tickets and collection agencies.
- Assist staff internally with inquiries about violations, tolls, and vendor processing. As needed, escalate customer inquiries to vendor for handling.
- Monitor electronic violation interfaces between LeasePlan/client and various issuing authorities (if applicable). Ensure violation data is transferred to vendor and responses are generated to the issuing authorities in a timely manner. Ensure that issuing authorities receive vehicle license plate files to support electronic violations.
- Monitor processing with vendor operations to ensure that the agreement is executed properly and that the Service Level Agreements are met consistently. Includes metrics for processing and customer service. Assist with financial and performance audits.
- Identify opportunities for continuous improvement of the violation and toll billing programs. Focus on defect reduction, cost savings, and customer service.
- Forward letters or pay toll and camera violations to clients/drivers per client routing specifications.
- Process refund checks and credit memos to clients.
- Research and submit request to identify unrecorded plate information.
- Partner with co-workers, team members, management, clients and others in a courteous and professional manner.
- Meets KPI measurement goals associated with managing queues, RP tickets, Ops losses, escalations, etc.
- For those assigned to large strategic accounts essential functions also include:
- Provides Title Management and the head of large strategic accounts ongoing financial and statistical reporting on program fees revenues and violation liabilities.
- Reviews excessive liabilities with Vendor/LeasePlan management to determine root cause and corrective actions. Monitors and reconciles reserve for 12-24-month-old violation liabilities.
- Monitors program performance and notifies management of any adjustments needed to the business plan, metrics and SLA
- Monitor weekly billing and collection activity of vendor and payments made to LeasePlan for large strategic clients. Review accuracy and reasonability of vendor reports and payment calculations. Notify management of any significant discrepancies.
Other Duties
- Gains an understanding of the Title Management function and the role it plays in the business via trainings (online, classroom, etc.) and walk-a-miles.
- Maintain a record of violations processed and scanning of each violation.
- Research and process payments from Collection Agencies spreadsheets and including external communication with agencies.
- Assist with special requests/reports/assignments that are implemented to maintain our relationship with our clients.
- Assist others in the department during peak periods and to cover absences.
- Other duties and responsibilities as assigned.
Competencies
- Business and Tech Savvy
- Time Management
- Accountability
- Initiative
Job Specifications
Leadership Responsibility: This position has no leadership responsibilities.
Work Environment: This position is in Alpharetta, GA and operates in a professional office environment.
Position Type/Standard Schedule: Full-time position working Monday through Friday with occasional overtime as needed.
Travel: Up to 10% travel required for this role
Education & Experience
- High School diploma required, but college degree preferred
- 1–2 years’ office experience required, Tolls and Violations experience strongly preferred.
- 1–3 years’ experience in customer service related role.
- Microsoft Office and Outlook experience required; intermediate Excel Skills required
- Good verbal and written communication skills, problem solving and organizational skills
- Excellent Customer Service Skills
- Detail Oriented
- Ability to multi-task and handle deadlines.
- Critically analyzes information
Disclaimer
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
At Wheels we believe that together as one team we can achieve amazing things for our clients and for our careers and professional development. We have brought together an incredible diverse team of dynamic and innovative professionals who share a single-minded passion for leading customer service and client success.
We value people who are courageous, determined, innovative and do the right thing.
When you join our team, you’ll work with professionals who are passionate, friendly and smart. We foster a welcoming and inclusive environment for all, combined with the encouragement to continuously learn and grow
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