Payment Correspondence Supervisor

Job DetailsDescriptionThe 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.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 metBudgetary 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 measuresLeadership/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 improvementsProcess 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 changesManage 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 neededBusiness 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 authoritiesAdditional 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 ManagementCore Competencies:Ability to formulate and execute plans and goals for teamDemonstrate ability to execute assigned tasks and recognizes the opportunity to delegateExcellent analytical and problem-solving skillsTeam player and have ability to work in a team environmentPossess effective communication skills, both written and oralAbility to work in a fast-paced, high volume, customer-focused and high stress environmentAbility to accurately meet deadlines and work overtime during peak seasons (as needed)Demonstrate strong time management skillsRequired Education & Experience:High School Diploma or equivalentMinimum of three (3) to five (5) years’ experience as Senior Payment & Correspondence or equivalentAbility to research and understand responsible party for penalty and lossesAdvanced knowledge and understanding of PCT Databases (Bill Acquisition and/or Payment)Advanced knowledge and understanding of LERETA’s Mainframe and platforms for processingAdvanced knowledge of LERETA’s tax cycles including higher level of complexity pertaining to state and agency requirementsMust be able to type 60 wpmMust be able to use 10-key by touch; 10k or above with 98% accuracyMust have advanced knowledge of Real Estate Tax ServicingSalary range: $52,074 - $69,432