Teams at Duncan Solutions

Oversee client-facing operational analysis, escalations, reporting, system support, payment processing, process optimization, and client-driven projects. Maintain and configure business systems, troubleshoot issues, lead user acceptance testing, document workflows, support onboarding, analyze performance trends, and coordinate with Finance, Operations, Collections, Technology, clients, and leadership to ensure contractual compliance and operational continuity.

Leads strategic municipal customer relationships, service delivery, retention, renewals, and growth initiatives. Manages complex accounts, executive business reviews, cross-functional solutions, risk mitigation, contract negotiations, and customer success strategies. Partners with Operations, IT, Finance, Legal, and leadership while mentoring team members and advising stakeholders on regulatory and industry developments.

Develop and optimize direct mail, email, and SMS communications for transportation and collections programs. Manage channel calendars, templates, compliance reviews, vendors, and cross-functional initiatives. Build dashboards and analyze delivery, response, payment, opt-out, cost, and ROI metrics. Lead content testing, identify improvements, and translate campaign insights into recommendations for senior management while ensuring contractual, regulatory, budget, and performance requirements are met.