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Dispute Resolution Supervisor

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JR05554 - JOB_POSTING-3-4727

Posted on 10 January, 2024

Manassas, VA, Virginia (United States of America)

Full time


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 Supervisor is responsible for managing and overseeing Dispute Department and activities including but not limited to performance monitoring, quality control, and motivation of the Dispute Department. The Dispute Resolution Supervisor is also required to assist with data pull and preparations of weekly and month end reports.

Essential Duties and Responsibilities:

1. Department Management:

a.) 1. Case Auditing and Coaching: – Provide assistance with auditing, coaching, and documentation related to dispute resolution cases to ensure quality and adherence to established procedures.

2. Vendor Liaison: – Act as an additional liaison with vendors such as VDOT, EZPass, NTT, etc., fostering strong external partnerships for efficient conflict resolution.

3. Workflow Management: – Oversee the workflow of department employees, including reviewing and managing team schedules, timesheets, and effectively delegating tasks to optimize productivity.

4. Training and Development – Develop training programs related to department and process updates, with the goal of empowering team members and facilitating continuous growth within the department.

5. Performance Evaluation: – Evaluate and verify employee performance through the review of completed work assignments, techniques, and identify areas for improvement.

6. Staff Development: – Identify staff development and training needs, ensuring that appropriate training is provided to enhance team capabilities.

7. Reporting and SOPs: – Assist and act as a backup for weekly and monthly reporting activities. Contribute to the review, evaluation, and update of Standard Operating Procedures (SOPs) for continuous improvement.

8. Departmental Objectives:

– Accomplish department objectives by supervising staff, organizing work processes, and monitoring performance against business goals and deadlines.

9. Performance Standards: – Ensure that performance standards are met consistently, fostering a culture of excellence and efficiency within the dispute resolution team.

10. Onboarding and Training: – Assist with the onboarding process for new hires, ensuring a clear understanding of roles, responsibilities, and processes to integrate them seamlessly into the team.

2. Operational Activities:

b.) Monitor and trend transaction movements in the case queues, daily.

c.) Support day-to-day operational activities and reporting tracking of key performance indicators.

d.) Work with the Development team to communicate changes to reporting.

3. Reconciliation and Reporting Activities:

a.) Monitor CBO performance trends and provide status reports.

b.) Document and report CBO system issues and propose system enhancements, where required.

c.) Documenting, implementing, and monitoring changes to Customer Service Operations based on feedback received from customers to ensure a smooth and efficient operation.

d.) Provide support to Customer Service through research on Toll Disputes, HOV disputes, and general customer inquiries.

e.) Prepare month-end documentation for stakeholder month-end meetings.

f.) Prepare relevant sections for the Month End Operations Report.

g.) Prepare other operational reports as required.

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 representative of the knowledge, skill, and/or ability required to fulfill those duties. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education & Experience:

· Associate’s degree preferred or at least 3 years of work experience in a supervisory role.

· 4 to 5 years of applicable prior experience in transaction processing and/or financial reconciliation

· Toll collection background preferred, but not required.

· Proven experience in dispute resolution or a related field preferred but not required.

· Strong leadership and communication skills.

· Ability to analyze data, metrics, and implement improvements.

· Detail-oriented with excellent organizational and multitasking abilities.

Professional Qualities:

· Ability to motivate and lead team members

· Exceptional Interpersonal skills and ability to resolve conflicts

· Ability to interact with colleagues in a self-managed team structure.

· Ability to implement innovative processes within a fast-paced environment.

· Performance Management experience

· Ability to problem solve through Data Analysis

· Must be able to demonstrate analytical skills and reconciliation skills.

· Excellent Time Management skills

· Excellent Communication Skills

Computer Skills:

· Must be able to demonstrate computer proficiency, especially in Microsoft Excel, Word, PowerPoint, and other PC-based programs

Work Environment & Physical Demands:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

· The noise level in the work environment is usually quiet

· Specific vision abilities required by this job include the ability to adjust focus, as necessary to use a computer

· While performing the duties of this job, the employee is regularly required to talk or hear.

· The employee is frequently required to stand, walk, and sit.

I-66 Express Mobility Partners is an equal opportunity employer and does not discriminate against any employee or applicant for employment based on race, color, religion, national origin, age, gender, sex, ancestry, citizenship status, mental or physical disability, genetic information, sexual orientation, veteran status, or military status.

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