Unknown company
Payment Correspondence Supervisor
The Payment & Correspondence Supervisor will oversee all functions of the Payment & Correspondence Team, including outgoing manual bill requests to taxing authorities, tax bill review (keying and verification), Bill Vault reporting to customers, incoming mail sorting, letter correspondence, and monitoring EFT/ACH funds and physical checks to ensure balancing and accurate payment remittance. This position designs, implements, and monitors productivity and quality control standards, develops best-practice procedures, and ensures consistent team performance and growth. The Supervisor will work closely with clients and internal support teams, furthering LERETA’s reputation as a trusted leader in the tax service industry.
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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:
Required Education & Experience:
Salary range: $52,074 - $70,304
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