Account Resolution Lead

ABOUT VIAPLUS:
ViaPlus is a global mobility company in the Intelligent Transportation Systems (ITS) market specializing in revenue and services management solutions for the transportation industry. Our customer operations data analytics and full-featured single-account back-office technology facilitate the high-volume transactions required for seamless multimodal mobility. As a VINCI Highways subsidiary we are committed to technical innovation and to promoting a positive mobility experience for all.

We are pioneers in the transportation transaction and mobility industry with a decade of proven global experience in providing solutions focused on the tolling and transit industries. ViaPlus is headquartered near Dallas Texas and maintains offices across the United States France India and Ireland. We are part of the global network of VINCI Concessions an international player in transport infrastructure with projects in 23 countries. Our vision has evolved to provide a fully automated end-to-end transportation solution that significantly improves revenue collection and efficiency while effectively lowering costs for our agency clients.

We serve enterprises that require high-volume real-time transaction processing with the highest levels of accuracy especially where revenue reconciliation and customer account management are key deliverables to the customer experience. Our flagship back-office system (BOS) enables Mobility-as-a-Service (MaaS) with a one account feature that supports multimodal transportation a rapidly changing environment ViaPlus maintains a strong focus on technology and continuous R&D to improve agency efficiencies reduce operating expenses and maximize revenue all while providing exceptional customer service.

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ABOUT VINCI HIGHWAYS
VINCI Highways a VINCI Concessions subsidiary is a leader in road concessions operations and mobility services. We design finance build and operate highways bridges tunnels urban roads and mobility services on a network of more than 3360 km in 15 countries. VINCI Highways leverages its expertise to deliver the highest performance and safety standards and provide drivers with a positive experience.

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PROFILE: Account Resolution Lead

JOB LOCATION: Anaheim CA & Corona CA

JOB RESPONSIBILITIES:

• Handle escalated customer concerns by performing in depth research written correspondence and direct communication to ensure resolution.
• Manage track and resolve inquiries from agency partners collections agency and management related to high priority customer account issues.
• Support collection recovery efforts including FTB processes administrative hearings judgments and escalated cases.
• Prepare administrative hearing case files schedule hearings in coordination with Hearing Examiner and process hearing results.
• Support management with special projects reporting and data analysis as needed.
• Maintain and track daily weekly and monthly reports on incoming and outgoing volume activity.
• Monitor and manage mailroom supply inventory to ensure operational efficiency.
• Provide backup support for mailroom and document scanning operations.

• Proven experience in customer service escalations or collections support with the ability to handle high-priority and complex account issues.
• Strong analytical and research skills with the ability to investigate account discrepancies and determine appropriate resolutions.
• Excellent written and verbal communication skills including professional correspondence and direct interaction with customers agency partners and management.
• Working knowledge of collections processes including administrative hearings judgments and government agency procedures (e.g. FTB or similar).
• Ability to manage multiple priorities and meet deadlines in a fast-paced environment.
• Experience with reporting data tracking and basic data analysis including maintaining daily weekly and monthly activity reports.
• Strong organizational and case management skills including tracking documenting and following up on escalated issues.
• Proficiency in Microsoft Office (Excel Word Outlook) or similar systems for reporting and documentation.
• Ability to collaborate cross-functionally with internal teams external agencies and management.
• Detail-oriented with a focus on accuracy compliance and process adherence.
• Flexible and dependable with the ability to provide operational support across departments (e.g. mailroom scanning administrative functions).

EDUCATION & EXPERIENCE:
High school diploma or general education degree (GED)
Six (6) months to one (1) year of experience in a Customer Service Operations or Processing Department environment or equivalent combination of training and experience.


SUPERVISORY RESPONSIBILITIES
N/A

WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions. While performing the duties of this job the employee is regularly required to use hands and reach with hands and arms hear and talk. The employee will be working and navigating on a computer. The employee occasionally is required to stand sit stoop kneel crouch and walk. The employee may occasionally be required to lift and/or move up to 20 pounds. The work environment is usually moderate to loud.