Job description
Who we are...:
The company is constantly looking toward the future, ensuring it creates relevant solutions today that will work tomorrow. Seeking to understand new customers, regions, and businesses that will shape tomorrow’s smart mobility experiences, Verra Mobility strives to ensure more people around the world reach their destination safely and easily. Keeping its core principles front and center, Verra Mobility is fueled by relationships, driven by impact, guided by what’s right, and energized by what’s next.
Culture
Verra Mobility Corporation is a rapidly-growing, entrepreneurial company that operates with a people-first philosophy and approach. The company lives by its core values—Do What’s Right, Lead with Grace, Win Together, and Own It—in everything it does for its customers and team members. The company seeks to grow aggressively, both organically and through acquisition, to continue to be the undisputed market leader with these five core competencies: bias for action, customer focus, teamwork, drive for results, and commitment to excellence. Position Overview:
In addition to normal processing / production duties, Team Leads are responsible for the following activities of their assigned department(s)
Aligned with Verra Mobility Values:
Verra Mobility is a global leader in smart mobility. Verra Mobility Commercial Services creates smart roadways, serving the world's largest commercial fleets and rental car companies to manage tolling transactions and violations for more than 8.5 million vehicles. Verra Mobility is a leading provider of connected systems, processing nearly 165 million transactions each year through connectivity with more than 50 individual tolling authorities and more than 400 issuing authorities. Arizona-based Verra Mobility Corp. currently operates in 15 countries and in 22 languages.
The company is constantly looking toward the future, ensuring it creates relevant solutions today that will work tomorrow. Seeking to understand new customers, regions, and businesses that will shape tomorrow’s smart mobility experiences, Verra Mobility strives to ensure more people around the world reach their destination safely and easily. Keeping its core principles front and center, Verra Mobility is fueled by relationships, driven by impact, guided by what’s right, and energized by what’s next.
Culture
Verra Mobility Corporation is a rapidly-growing, entrepreneurial company that operates with a people-first philosophy and approach. The company lives by its core values—Do What’s Right, Lead with Grace, Win Together, and Own It—in everything it does for its customers and team members. The company seeks to grow aggressively, both organically and through acquisition, to continue to be the undisputed market leader with these five core competencies: bias for action, customer focus, teamwork, drive for results, and commitment to excellence.
The Lead Processor Specialist is responsible for being a working leader in processing title and registration transactions as required to meet customer SLAs which could include: printing assignments and state specific forms, signature, notary, shipping labels and client reporting. The processor is responsible for verification of jurisdictional rules associated with client specific and state requirements and credentialing. Additional task may include: maintaining files, assisting customers, emails, phone calls, data entry and performing other necessary tasks within Title & Registration and Fleet Services Operations Teams. This position reports to the Operations Manager. The successful candidate must have a high degree of critical thinking, attention to detail and be able to work in a fast-paced transactional environment. This person will work on high-volume transactional processes in a results-oriented environment with shifting priorities and flexibility will be crucial.
Essential Responsibilities:
- Maintaining knowledge of customer rules and regulations as related to Title and Registration processing and ensure completed work complies with all applicable regulations
- Assist with researching, analyzing, expediting client requests
- Maintain current processing manuals assuring cross training capabilities
- Maintain a working knowledge of customer and state specific applications
- Processing title and registration transactions as needed for multiple states
In addition to normal processing / production duties, Team Leads are responsible for the following activities of their assigned department(s)
- Workflow Coordinator
§ Monitor service request workflow (Fresh Desk Tickets)
§ Manage the daily work volume to service and cost metrics/goals
§ Daily huddle with team to ensure the SLA’s (Service Level Agreements) and operational goals are met
§ Make sure team has clarification on tasks at hand and has the proper tools to proceed
§ Assist with processing of backlog and incoming service requests within the department
- Engage with other leads and departments as needed to support business needs
- Guide / Assist with the creation, maintenance, validation, and communication/use of Knowledge Management Materials (Training Documents, SOPs, Checklists, Job Aids, Matrices etc.)
- Develop and conduct functional training programs for new and existing employees
- Assist in special assignments and projects as needed
- Generate and share data and reports about team performance, mission related objectives and deadlines.
- Review outgoing transactions for accuracy, identify, document and correct errors, provide defect completion, escalate to management as needed
- Assist in root cause analysis (RCA) creation / documentation as needed
- Make staffing level / hours recommendations to Operational Manager
- Other duties as assigned by Management
- High School Diploma or GED equivalent
- Minimum 3 years experience in a similar administrative or transaction processing position
- Ability to pass background checks per state credentialing requirements
- Proficiency with learning internal proprietary computer software applications
- Intermediate-level skillset using Microsoft Excel and Outlook
- Minimum of 30-35 words per minute typing skills
- Ability to analyze data to resolve routine issues
- Strong written, verbal communication, and listening skills
- Strong attention to detail and analytical skills
- Demonstrates high sense of urgency and personal initiative related to customer service and problem resolution
- Utilizes excellent time management, decision-making and organizational skills.
- Ability to multi-task and thrive under pressure
- Works well in a team environment and can work with individuals from all business areas
- Executes all duties with follow-through and professionalism, demonstrating a high level of business ethics
- Maintains strict confidentiality regarding all matters
Aligned with Verra Mobility Values:
- Do What’s Right – We’re committed to doing the right thing for each other and for our customers – integrity is our DNA.
- Lead With Grace – We embrace the importance of our colleagues and customers and always treat them with kindness and grace.
- Own It – We foster a culture of accountability and excellence, where going the extra mile is standard practice.
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