WSP is currently initiating a search for a Tolling Recovery Manager!
This role will sit out of Concord, NH.
JOB SUMMARY
The Tolling Recovery Manager leads the client's unpaid-toll processing and image-review operations. This role oversees the lifecycle from automated and manual image review through registered-owner processing, First and Second Invoices, Violation Notices, disputes, waivers, enforcement support, DMV Hold coordination, reconciliation, and final disposition.
DUTIES AND RESPONSIBILITIES
- Lead unpaid-toll processing from transaction identification through final resolution and disposition.
- Oversee automated and manual image-review workflows, including initial review, secondary review, rejected images, exceptions, backlog, and processing outcomes.
- Oversee registered-owner processing through approved DMV and other authorized sources, including in-state and out-of-state lookups, retries, no-match results, and manual research.
- Oversee address validation, correction, NCOA, skip-tracing, and returned-mail-related workflows, as applicable.
- Oversee the generation and processing of First Invoices, Second Invoices, and Violation Notices in accordance with client-approved Business Rules and timing requirements.
- Coordinate invoice and notice files with print, mail, electronic-delivery, returned-mail, and reconciliation processes.
- Monitor suppressed, canceled, regenerated, reissued, returned, corrected-address, and undeliverable notices.
- Oversee operational support for unpaid-toll disputes, waiver requests, appeals, and information requests from the client's designated review authority.
- Ensure waivers, adjustments, dismissals, reversals, and other dispositions are processed only under approved Business Rules and authority.
- Oversee operational activities supporting client-approved DMV Hold processing, including data validation, status updates, releases, removals, corrections, and audit records.
- Monitor unpaid-toll and image-review volume, throughput, backlog, aging, accuracy, rejects, exceptions, disputes, and final dispositions.
- Monitor compliance with applicable KPIs, SLAs, Business Rules, procedures, and processing timelines; coordinate corrective actions when performance is at risk.
- Coordinate with the Finance Manager on tolls, payments, fees, waivers, refunds, adjustments, cancellations, write-offs, reconciliation, and audit support.
- Maintain transaction-level traceability from the original toll transaction through invoicing, payment, adjustment, enforcement, or final disposition.
- Participate in requirements validation, workflow design, Business Rule review, testing, training, data-migration validation, operational readiness, cutover, Go-Live, and stabilization activities.
- Coordinate with project management, back-office operations, finance, QA/QC, training, reporting and analytics, digital channels, IT, BOS, customer service, print/mail, registered-owner-data providers, and the client.
- Support continuity, backup coverage, knowledge transfer, and cross-training for critical unpaid-toll functions.
- Perform other duties consistent with the unpaid-toll management responsibilities assigned under the project.
SUPERVISORY RESPONSIBILITIES
- Coordinates personnel and work activities assigned to unpaid-toll processing, image review, invoicing, and enforcement support.
- Provides operational direction, monitors performance, and coordinates corrective action, coaching, training, and escalation as applicable.
- Ensures clear handoffs and accountability across unpaid-toll workflows and supporting teams.
- Supports staffing, workload, backlog-recovery, surge-coverage, and continuity planning for unpaid-toll functions.
EDUCATION AND/OR EXPERIENCE
- Minimum five (5) years of unpaid-toll processing experience, including image-review experience.
- Experience with automated image-review workflows.
- Experience with manual image-review workflows.
- Experience with enforcement processes.
- This role is contingent on a future project victory*
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