The Senior Processing Specialist role will report into the Government Solutions Team of Operations, and this posting is in search of a specialist that will monitor client queues and assign work strategically to meet Service Level Agreements. Candidate will need to be close to a processing office but will have the option to work from home.

A successful Senior Processing Specialist -Queue Monitor, will have: a strong workforce management skillset, be a self-starter that works well individually and in collaboration with others to manage inventory levels, and a proclivity to adapt, innovate, and problem solve in an ever-changing environment of customer business requirements.

Candidate will need to be able to make plans and strategies for day-to-day needs, but also use existing reports, create new tools, and maintain strong partnerships with other adjacent teams to successfully forecast future staffing needs to exceed service level agreement internal targets.

It is also essential that this leader has a true customer-centric mindset. The candidate should be able to develop and maintain reports that they will use to assign and monitor incoming work.

• Manages day-to-day assignment operations by monitoring current inventory levels and future forecasts to ensure adequate staffing to meet or exceed customer-specific SLA requirements.
• Develops and updates reporting to account for changes in incoming work and clients.
• Actively identifies ways to continually ensure we are meeting the expectations of our clients.
• Conducts regular checks on background processes to ensure events flow through the different queues and coordinating with appropriate partners to resolve the issues.
• Works closely with the App Support team and DMV Contacts to ensure the stable and timely flow of events through our DMV background service with minimal delays that would put events at risk of delivery within SLA or expiration.
• Works with leaders/trainers/implementation teams to ensure staff is trained and allocated correctly to account for evolving client needs.
• Independently engages in service recovery activities by addressing escalated customer issues either in person, over the phone, or via email communications.
• Approves work schedules and time off requests, in addition to overtime approvals.
• Process escalated queues as needed.
• Perform other duties as assigned.

• High School diploma or GED.
• Experience working with violation processing preferred
• Strong analytical, problem solving, and decision-making skills
• Ability to prioritize, multi-task and meet all assigned deadlines
• Strong computer skills using Microsoft Office (e.g., Word, PowerPoint, and especially Excel)
• Must possess strong interpersonal and organizational skills
• Exceptional relationship building skills, both internal and external
• Quality driven with a strong attention to detail
• Strong verbal and written communication skills

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.
• Win Together – We are ambitious and like to win, but we know we win more when we include others and work together.