Violation Dispute Analyst

About the position

The Violation Dispute Analyst position, based at our Mesa, AZ Headquarters, will be part of the Business Operations Team within Verra Mobility’s Commercial Services business unit. The role will be responsible for investigating toll violations and developing a robust dispute resolution process with toll agencies across the nation. We are seeking a detail-oriented and analytical individual with strong time management skills to join our team. In this role, you will handle toll violations for rental and fleet clients, manage payments and disputes through various channels, conduct research to gather dispute details in a high-volume processing environment, and close the loop on disputes. Additionally, you will create Standard Operating Procedure (SOP) documentation based on your findings to ensure consistency and efficiency in the dispute resolution process.

Responsibilities

• Investigate Toll Violations: Analyze data and reports to identify patterns and causes of toll violations.
• Develop Dispute Process: Create and implement a comprehensive dispute resolution process for toll violations.
• Data Analysis: Utilize various analytical tools to assess the effectiveness of the dispute process and make data-driven recommendations for improvements.
• Create SOP Documentation: Develop Standard Operating Procedure (SOP) documentation based on dispute process findings to ensure consistency and efficiency.
• Communication: Handle emails and calls as required to resolve disputes and gather necessary information.
• Stakeholder Collaboration: Work closely with internal teams and external agencies to ensure the dispute process is transparent and fair.
• Reporting: Prepare detailed reports on toll violation trends, dispute outcomes, and process efficiency.
• Compliance: Ensure all processes comply with relevant laws and regulations.
• Additional Duties: Perform other tasks and responsibilities during slow periods to support the team and maintain productivity.

Requirements

• Education: High School Diploma or equivalent
• Experience: Minimum of 2 years of experience in data analysis, process improvement, or a related role.
• Strong analytical and problem-solving skills
• Proficiency in data analysis tools (e.g., Excel, SQL)
• Excellent written and verbal communication, and interpersonal skills
• Ability to work independently and as part of a team
• Attention to detail and a commitment to accuracy
• Effective time management skills
• Able to recognize a problem and escalate to the appropriate team member for resolution

Nice-to-haves

• Proficiency with internal system tools (e.g., iFACS, PlatePass)
• Experience in the transportation or tolling industry
• Knowledge of toll dispute resolution processes and best practices