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Operations, Workflow Management & Reporting
· Develops and documents workflow procedures, ensuring they are implemented effectively and maintained at high quality standards
· Plans and organizes team operations in alignment with the company’s strategies and objectives
· Organize and prioritize work to ensure timely completion of assigned daily tasks.
· Leads and facilitates daily team huddles, encouraging and supporting employee suggestions for process improvements and workflow efficiencies
· Monitors team operational activities and proactively communicate progress and concerns to the Operational Tax Manager
· Provides coverage for daily workflow as needed to ensure adequate staffing during peak cycles and to maintain timely, accurate reporting
· Serves as a backup to perform all functions of the Payment & Correspondence Team
· Researches complex issues, including advanced claims research and mitigation, and effectively communicate findings to management
· Ensures the team meets all daily, weekly, monthly, and quarterly performance goals
· Produces and analyzes daily, weekly, monthly, and quarterly performance statistics to track team progress
· Ensures all internal and customer Service Level Agreements (SLAs) are consistently met
Budgetary Goals – Exercise Financial Rigorous
· Processes semi-monthly payroll accurately and on schedule
· Reviews, approves, and tracks vacation, sick, and floating holiday requests, as well as other time-off requests as needed
· Anticipates staffing requirements and communicates needs to the Operational Tax Manager
· Assists the Operational Tax Manager with the development and planning of the annual budget
· Supports the Payment & Correspondence Team in meeting financial expense goals, production targets, and compliance standards
· Participates in monthly reforecasting activities, including monitoring temporary staffing budgets and overtime expenditures
· Provides the manager with timely feedback regarding budgeting needs and adjustments
· Minimizes or eliminates losses and penalties due to processing errors by conducting thorough root cause analyses and implementing corrective measures
Leadership/Relationship Building
· Provides timely, accurate assistance in response to written and verbal customer inquiries and issues
· Responds to escalated calls from homeowners, lenders, and third parties as needed
· Represents the team in interdepartmental meetings and effectively communicate agendas, updates, and action items back to the team
· Prepares detailed documentation and business requirements for processes, procedures, and system enhancements, supporting both internal and external audits
· Demonstrates professionalism in all interactions with customers and taxing authorities
· Upholds and enforces company policies while serving as a role model for team members
· Encourages and supports employee suggestions for process and workflow improvements
Process Improvement & Department Technology
· Maintains up-to-date, detailed documentation of team processes and procedures
· Recommends new policies and procedures based on performance trends and operational issues
· Proactively identifies and assess estaxing authority or customer needs, document required actions, and coordinate with appropriate internal teams
· Submits timely iSupport tickets, requests, and justifications
· Collaborates with IT to develop business requirements, conduct thorough testing in the UAT environment, and ensure successful implementation
· Assists in developing and delivering training for all technology updates and system changes
Manage Performance
· Provides consistent, constructive feedback to employees on productivity, rework, error rates, and the ongoing expectation of continuous improvement
· Establishes and manages weekly and monthly accuracy goals for team members
· Establishes and manages weekly and monthly production goals for team members
· Ensures all employees receive thorough and effective training
· Fosters a high-quality work environment that motivates team members to perform at their best
· Recommends and implements development plans to support individual employee growth
· Manages overall employee performance, including recognition through Awardco and the implementation of performance improvement plans when necessary
· Completes and delivers performance appraisals for all direct reports
· Conducts regular, documented one-on-one meetings with each direct report
· Remains accessible to team members experiencing work-related challenges, providing coaching, counseling, guidance, and resolution as needed
Business Rules, Procedures & Contracts
· Works with compliance team to ensure all changes to existing business rules or procedures are understood and communicated to teams
· Provides feedback to management on issues or concerns regarding requested changes to current business rules or procedures from customers or taxing authorities
Additional Responsibilities
· Assumes the Manager’s role in his/her absence
· Assists with recruitment, hiring of department personnel by interviewing potential candidates, contribute to candidate selection, and submits iSupport tickets for new hire equipment and system security/set-up
· Performs other miscellaneous tasks or special projects, as assigned by Management
Core Competencies:
- Ability to formulate and execute plans and goals for team
- Demonstrate ability to execute assigned tasks and recognizes the opportunity to delegate
- Excellent analytical and problem-solving skills
- Team player and have ability to work in a team environment
- Possess effective communication skills, both written and oral
- Ability to work in a fast-paced, high volume, customer-focused and high stress environment
- Ability to accurately meet deadlines and work overtime during peak seasons (as needed)
- Demonstrate strong time management skills
Required Education & Experience:
- High School Diploma or equivalent
- Minimum of three (3) to five (5) years’ experience as Senior Payment & Correspondence or equivalent
- Ability to research and understand responsible party for penalty and losses
- Advanced knowledge and understanding of PCT Databases (Bill Acquisition and/or Payment)
- Advanced knowledge and understanding of LERETA’s Mainframe and platforms for processing
- Advanced knowledge of LERETA’s tax cycles including higher level of complexity pertaining to state and agency requirements
- Must be able to type 60 wpm
- Must be able to use 10-key by touch; 10k or above with 98% accuracy
- Must have advanced knowledge of Real Estate Tax Servicing
Salary range: $52,074 - $70,304
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