Account Resolution Lead

ABOUT VIAPLUS:
ViaPlus is a global mobility company in the Intelligent Transportation Systems (ITS) market, specializing in revenue and services management solutions for the transportation industry. Our customer operations, data analytics, and full-featured, single-account back-office technology facilitate the high-volume transactions required for seamless multimodal mobility. As a VINCI Highways subsidiary, we are committed to technical innovation and to promoting a positive mobility experience for all.
We are pioneers in the transportation transaction and mobility industry, with a decade of proven global experience in providing solutions focused on the tolling and transit industries. ViaPlus is headquartered near Dallas, Texas, and maintains offices across the United States, France, India, and Ireland. We are part of the global network of VINCI Concessions, an international player in transport infrastructure with projects in 23 countries. Our vision has evolved to provide a fully automated, end-to-end transportation solution that significantly improves revenue collection and efficiency while effectively lowering costs for our agency clients.
We serve enterprises that require high-volume, real-time transaction processing with the highest levels of accuracy, especially where revenue reconciliation and customer account management are key deliverables to the customer experience. Our flagship back-office system (BOS) enables Mobility-as-a-Service (MaaS) with a “one account” feature that supports multimodal transportation solutions. In a rapidly changing environment, ViaPlus maintains a strong focus on technology and continuous R&D to improve agency efficiencies, reduce operating expenses, and maximize revenue – all while providing exceptional customer service.
Learn more: http://www.viaplus.com
ABOUT VINCI HIGHWAYS
VINCI Highways, a VINCI Concessions subsidiary, is a leader in road concessions, operations and mobility services. We design, finance, build and operate highways, bridges, tunnels, urban roads and mobility services on a network of more than 3,360 km in 15 countries. VINCI Highways leverages its expertise to deliver the highest performance and safety standards and provide drivers with a positive experience.
More information:
https://www.vinci-concessions.com/en/vinci-highways
https://www.linkedin.com/company/vinci-highways/
@VINCIConcess
JOB PROFILE: Account Resolution Lead
JOB LOCATION: Anaheim, CA & Corona, CA
JOB RESPONSIBILITIES:
 

• Handle escalated customer concerns by performing in depth research, written correspondence, and direct communication to ensure resolution.
• Manage, track, and resolve inquiries from agency partners, collections agency, and management related to high priority customer account issues.
• Support collection recovery efforts, including FTB processes, administrative hearings, judgments, and escalated cases.
• Prepare administrative hearing case files, schedule hearings in coordination with Hearing Examiner, and process hearing results.
• Support management with special projects, reporting, and data analysis as needed.
• Maintain and track daily, weekly, and monthly reports on incoming and outgoing volume activity.
• Monitor and manage mailroom supply inventory to ensure operational efficiency.
• Provide backup support for mailroom and document scanning operations.

• Proven experience in customer service, escalations, or collections support, with the ability to handle high-priority and complex account issues.
• Strong analytical and research skills, with the ability to investigate account discrepancies and determine appropriate resolutions.
• Excellent written and verbal communication skills, including professional correspondence and direct interaction with customers, agency partners, and management.
• Working knowledge of collections processes, including administrative hearings, judgments, and government agency procedures (e.g., FTB or similar).
• Ability to manage multiple priorities and meet deadlines in a fast-paced environment.
• Experience with reporting, data tracking, and basic data analysis, including maintaining daily, weekly, and monthly activity reports.
• Strong organizational and case management skills, including tracking, documenting, and following up on escalated issues.
• Proficiency in Microsoft Office (Excel, Word, Outlook) or similar systems for reporting and documentation.
• Ability to collaborate cross-functionally with internal teams, external agencies, and management.
• Detail-oriented with a focus on accuracy, compliance, and process adherence.
• Flexible and dependable, with the ability to provide operational support across departments (e.g., mailroom, scanning, administrative functions).

EDUCATION & EXPERIENCE:
•         High school diploma or general education degree (GED)
•        Six (6) months to one (1) year of experience in a Customer Service, Operations, or Processing Department environment, or equivalent combination of training and experience.
SUPERVISORY RESPONSIBILITIES
N/A
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions. While performing the duties of this job, the employee is regularly required to use hands and reach with hands and arms, hear, and talk. The employee will be working and navigating on a computer. The employee occasionally is required to stand, sit, stoop, kneel, crouch, and walk. The employee may occasionally be required to lift and/or move up to 20 pounds. The work environment is usually moderate to loud.