sr. violations specialist

Job Description:

JOB OVERVIEW

The Sr Violations Specialist is the key liaison between the client and the Violations department, responsible for fielding status inquiries through Sales Force and responding to escalated events as it is related to violations.

KEY RESPONSIBILITIES - ESSENTIAL FUNCTIONS

• Research, interpret and respond to all client requests and assigned Sales Force cases within category ECD and department SLA.
• Communicate to internal and external customers in a professional manner
• Communicate complete responses to requests to meet the expectation of the requestor.
• Possess and utilize a thorough knowledge of the Violations application and payment processes.
• Resolve registration holds (suspensions) for all jurisdictions including Canada and Puerto Rico.
• Obtain permanent plate information for temporary plates and work with Toll Management team to verify coverage. Add temporary plates to RRS.
• Review PCS exceptions to determine proper resolution that includes updating violation records.
• Resolve insurance lapse notices.
• Resolve Canada dealer reimbursements.
• Answer requests from clients and handle escalated issues. Consolidate concerns and communicate back to the Account team for process improvement and client retention.
• Provide options and solutions to manage customer requests.
• Ability to analyze, track, and trend violations issues and provide detailed information to management.
• Process fleet reports, bulk requests and collections notices from jurisdictions.
• Process violations, including entry, processing, payment, full disposition and scanning.
• Provide mentorship and training to other Specialists.
• Support other Violations, Toll Management and Compliance employees and management with unique requests and complex processing.
• Provide leadership to team in the absence of management.
• Coordinate training schedules with training department and contact centers for all client contact center personnel that require Violations training.
• Identify skill gaps and recommend additional training needs for individuals within Contact Centers and internal teams.
• Identify any issues or cases which may result in poor customer service or may not meet our client expectations and communicate same to department supervisor promptly
• Other duties as assigned

LEADERSHIP RESPONSIBILITIES

• This position has no leadership responsibilities.

COMPETENCIES - SKILLS

• Good working experience with MS Office products.
• Intermediate skill level working in MS Excel.
• Very good knowledge of Sales Force.
• Excellent attention to detail, efficient, and accurate
• Flexibility to handle & prioritize competing priorities and multiple tasks
• Excellent written, oral and organizational skills
• Ability to work with a team and independently
• Experience with leading and participating in virtual team meetings and work sessions.
• Good problem-solving and analytical skills
• Ability to explain complex processes and document standard operating procedures concisely
• Need to be available to complete overtime as needed based on projects and volume of work.
• Lead by example

EDUCATION AND EXPERIENCE

• College degree preferred
• Minimum 2-4 customer service experience required
• Previous title & registration experience preferred
• Previous training experience preferred

JOB SPECIFICATIONS, PHYSICAL DEMANDS AND WORK ENVIRONMENTWork Environment: This position is in Georgia or Illinois and operates in a professional office environment. Position Type/Standard Schedule: This is a full-time position, Monday through Friday. Travel: Occasional travel (less than 10%) is expected for this position to visit with client. Physical Demands: While performing the duties of this job, the employee must regularly talk and hear, and use hands and fingers to operate call center tools. 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.

Our Benefits

Wheels recognizes benefits are a significant part of your employee experience, and we've created a robust benefits package that is market-leading, competitive offerings so you and your family can receive outstanding care. Please click here for an overview of the benefits available to you and your family.

Pay Range:

$34,000-$47,600

The base salary range for this position is listed above. This position is eligible to participate in the annual incentive plan which is based on company performance and individual performance. Compensation ranges are based on several factors including job function, level, and geographic location. Final offer amounts are determined by multiple factors including candidate experience, education, certifications, skill level and expertise, and may vary from the amounts listed here.

EEO Statement
 Wheels is a Drug-Free Workplace. All employment is contingent on successful completion of drug and background screening.
Wheels is an equal opportunity affirmative action employer and administers all personnel practices without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, marital status or domestic partnership status, disability, protected veteran status or military status, genetic information, or any other category protected under applicable law. Wheels is committed to taking affirmative steps to promote the employment and advancement of minorities, women, persons with disabilities and protected veterans.