Tolling Recovery Manager
WSP · Concord
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*
#LI-MC1
WSP USA is the U.S. operating company of WSP, one of the world's leading engineering and professional services firms. Dedicated to serving local communities, we are engineers, planners, technical experts, strategic advisors and construction management professionals. WSP USA designs lasting solutions in the buildings, transportation, energy, water and environment markets. With more than 15,000 employees in over 300 offices across the U.S., we partner with our clients to help communities prosper.
WSP provides a flexible and agile workplace model while meeting client needs. Employees are also afforded a comprehensive suite of benefits including medical, dental, vision, disability, life, and retirement savings focused on providing health and financial stability throughout the employee’s career.
At WSP, we want to give our employees the challenges they seek to grow their careers and knowledge base. Your daily contributions to your team will be essential in meeting client objectives, goals and challenges. Are you ready to get started?
WSP USA (and all of its U.S. companies) is an Equal Opportunity Employer Race/Age/Color/Religion/Sex/Sexual Orientation/Gender Identity/National Origin/Disability or Protected Veteran Status.
The selected candidate must be authorized to work in the United States.
NOTICE TO THIRD PARTY AGENCIES:
WSP does not accept unsolicited resumes from recruiters, employment agencies, or other staffing services. Unsolicited resumes include any resume or hiring document sent to WSP in the absence of a signed Service Agreement where WSP has expressly requested recruitment/staffing services specific to the position at hand. Any unsolicited resumes, including those submitted to hiring managers or other business leaders, will become the property of WSP and WSP will have the right to hire that candidate without reservation – no fee or other compensation will be owed or paid to the recruiter, employment agency, or other staffing service.