Revenue Recovery Agent

About us:

In 2016, the Commonwealth of Virginia selected a Cintra-led consortium to finance, design, build, operate and maintain the express lanes on Interstate 66 Outside the Beltway. The project will transform this critical Northern Virginia artery to relieve congestion, improve safety and provide more predictable travel times. The project corridor extends approximately 22 miles along Interstate 66 from the Capital Beltway (I-495) to Gainesville (US Route 29).

Once completed, the project will include three toll-free general-purpose lanes in each direction and two express lanes in each direction with a state-of-the-art open-road electronic toll collection system. Expanded transit service, park-and-ride lots and interchange enhancements will further improve travel along I-66. The project will also connect several shared use paths to create more multimodal options.

As an innovative and efficient public-private partnership, this project will be completed at a $2.5 billion net savings for the Commonwealth of Virginia.

What makes us different? Our people come first. We want every single employee to develop both professionally and personally. With a strong focus on growth potential, we look to our internal employees as potential candidates for both national and international opportunities. We aim to achieve greatness by promoting from within every chance we get. We work hard and play hard and strive every day for success and achievement. With a diverse group of professionals working in a fast-paced environment, we achieve milestones constantly.

And if that weren’t enough, we also offer our employees highly competitive insurance benefits, Paid Time Off, and a matching 401(k) program.

Job Description:

Summary: The Revenue Recovery Agent is responsible for recovering outstanding balances on high-value accounts and for accurately processing and reconciling customer payments across multiple channels, including mailed check payments, court-related payments, payment plan activity, and high-value settlements. Following the strategy provided by the Revenue Recovery Supervisor, the Revenue Recovery Agent connects with customers to recover outstanding balances through payments, which may include settlements and/or payment plans.

This role supports the Customer Service department by ensuring payments are applied correctly in the Customer Relationship Management / Commercial Back Office system, customer accounts are updated timely, and payment-related issues are researched and resolved in accordance with established procedures.

Essential Duties and Responsibilities:

1. Payment Processing and Account Management:

a.)    Process check payments received by mail and apply payments to the appropriate notice, license plate, customer contact, or account b.)    Validate that check payments processed match the payment information recorded in the Commercial Back Office / Customer Relationship Management system c.)    Process court-related payments, including payments associated with summons, hearings, judgments, or other legal collection activity d.)    Coordinate with the Legal and Customer Service teams to ensure court payment information is

complete, accurate, and properly documented e.)    Process payments associated with customer disputes after a dispute resolution decision has been made f.)     Manage customer payment plans, including setup support, payment tracking, account updates, missed payment review, and escalation of exceptions g.)    Process high-value settlements, ensuring proper review, documentation, approval support, account posting, and reconciliation h.)    Research and resolve payment discrepancies, including misapplied payments, duplicate payments,

insufficient information, returned checks, partial payments, and account balance questions i.)     Review account notes, payment history, violation notices, license plate information, and related customer records to support accurate payment application j.)     Ensure all payment activity is documented clearly and consistently in the system k.)    Escalate unusual payment issues, system errors, customer account concerns, or high-risk transactions to management immediately

2. Revenue Recovery and Payment Solutions:

a.)    Manage an assigned portfolio of high-value accounts with outstanding balances b.)    Follow the recovery strategy, priorities, and guidelines provided by the Revenue Recovery Supervisor c.)    Connect with customers by phone, email, or mail to discuss outstanding balances and recover payment d.)    Present approved resolution options to customers, including payment in full, settlements, and/or payment plans e.)    Submit settlement requests for supervisor review and approval in accordance with established procedures f.)

Monitor customer payment commitments and follow up on missed payments or broken arrangements g.)    Document all outreach attempts, customer contacts, payment commitments, and outcomes in the Customer Relationship Management / Commercial Back Office system h.)    Track recovery activity and results and report progress to the Revenue Recovery Supervisor i.)     Escalate unresponsive, disputed, or legally sensitive accounts to the Revenue Recovery Supervisor for direction

3. Customer Service and Cross-Functional Support:

a.)    Support Customer Service representatives with payment-related questions, account research, and customer escalations b.)    Communicate with customers by phone, email, or mail regarding payment status, payment plans, account balances, settlement activity, and required documentation c.)    Provide clear expectations to customers regarding payment requirements, timelines, documentation needs, and next steps d.)    Assist with customer disputes where payment review, payment validation, or account correction is required e.)

Support the Legal team by helping retrieve payment records, customer account information, and supporting documentation for court-related matters f.)     Coordinate with Finance or Accounting as needed to support reconciliation, refund research, payment validation, and settlement confirmation g.)    Maintain a professional and customer-focused approach when handling sensitive payment matters

4. Reporting, Reconciliation, and Quality Control:

a.)    Prepare or support recurring reports related to check payments, court payments, payment plans, settlements, payment exceptions, and unresolved payment issues b.)    Track payment trends, recurring payment issues, customer account discrepancies, and areas requiring process improvement c.)    Recommend procedure updates or additional training based on payment processing trends or recurring errors d.)    Maintain accurate records to support internal review, customer inquiries, audit requests, and management reporting e.)    Assist

with quality control reviews to ensure payments are processed accurately and timely f.)     Report system issues, data discrepancies, payment posting concerns, or customer account errors to management

5. Compliance, Documentation, and Process Improvement:

a.)    Follow established procedures for payment handling, customer account updates, documentation, privacy, and record retention b.)    Ensure sensitive customer and payment information is handled securely and in accordance with company policies c.)    Support process documentation and continuous improvement efforts related to payment processing, settlements, court payments, and payment plans d.)    Identify opportunities to improve accuracy, efficiency, customer communication, and internal coordination e.)    Perform additional

duties as assigned

Qualifications:

• Knowledge, Skills, and Abilities: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements below are representative of the knowledge, skill, and ability required to fulfill the duties of the position. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
• Education & Experience: High School Diploma or equivalent certification required
• Prior experience in payment processing, customer service, tolling operations, collections, banking, accounting support, or back-office operations preferred not required
• Experience handling mailed payments, account reconciliation, customer disputes, payment plans, or settlement processing is preferred not required
• Experience using a Customer Relationship Management system, Commercial Back Office system, or similar account management platform is preferred not required
• Basic understanding of court-related payment activity, collections, or legal account handling is a plus
• Professional Qualities: Strong attention to detail and accuracy
• Strong written and verbal communication skills
• Ability to handle sensitive customer payment matters professionally
• Strong organizational and follow-up skills
• Ability to research account issues and identify root causes
• Ability to manage multiple priorities in a fast-paced environment
• Comfortable working with cross-functional teams, including Customer Service, Finance, Legal, Toll Operations, and management
• Patient, professional, and customer-focused approach
• Ability to follow established procedures while recognizing when escalation is required
• Dependable, accountable, and able to maintain confidentiality
• Computer Skills: Basic to intermediate proficiency in Microsoft Excel, Word, Outlook, and other PC-based programs
• Ability to use customer account systems, payment processing tools, reporting applications, and case management systems
• Ability to review transaction records, payment history, account notes, and supporting documentation
• Comfortable learning new systems and adapting to process or technology changes
• Work Environment & Physical Demands: The work environment characteristics described here are representative of those an employee may encounter while performing the essential functions of this job. The physical demands described here are representative of those that must be met to successfully perform the essential functions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• The noise level in the work environment is usually moderate, consistent with a call center setting
• Specific vision abilities required by this job include the ability to adjust focus as necessary when using a computer
• While performing the duties of this job, the employee is regularly required to talk or hear
• The employee is frequently required to sit for prolonged periods, and to stand and walk within the office