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 Dispute Resolution Lead will be tasked with multiple responsibilities including but not limited to handling customer interactions, processing check payments, case management, dispute resolution, exempt vehicle management, data validation, and return mail processing.

Essential Duties and Responsibilities:

****Must be willing and able to work on-site at our Manassas, VA office****

• Utilize the Customer Relationship Management tool (CBO) to actively manage customer contacts, violation notices, and associated license plates. The Dispute Resolution Lead will use the CBO to create, review, and resolve cases, and to review account notes and payment-related information to help assist with the resolution of customer disputes and/or escalations.
• Utilize the Power BI application to research and understand the transaction and trip data received from the roadside to validate why vehicles receive their toll amount either by E-ZPass or by notice violation.
• Process payments received by mail to the corresponding notice, license plate, and/or contact.
• Validate check payments processed match what the CBO shows as received check payments.
• Review customer disputes (includes mail disputes, email disputes, E-ZPass disputes, and Cases created due to customer disputes).
• Research and resolve customer disputes by using established procedures and guidelines.
• Provide proper expectations with customers on what information is needed to properly resolve their dispute.
• Process payments that are attached to mailed disputes after a decision on the dispute has been made.
• Contact customers by phone, email, & mail to communicate the status of submitted disputes.
• Track and close cases as information is provided and/or the period to resolve the case has ended.
• Send toll corrections for adjustments that need to be made based on findings from customer disputes.
• Send E-ZPass corrections to E-ZPass for adjustments that need to be made based on findings from E-ZPass disputes.
• Track report on the number of disputes coming in from different channels with insights on top disputes and adjustments made.
• Contact customers by phone, email, & mail to collect unpaid notices prior to being sent to collections.
• Assist the legal team in pulling CBO customer data to prepare court packages for summons and/or court hearings.
• Assist customer service handling customer interactions via phone, chat, email, and in person.
• Perform additional tasks as needed
• Provide a monthly report on the number of disputes received, dispute channels, types of disputes, and adjustments made based on dispute resolution.
• Recommend additional training or procedures to address trends seen while handling disputes.
• Report issues observed with the system and customer accounts to management immediately.

Qualifications: (Knowledge Skills & Abilities):

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are repr