Research Support Specialist

Verramobility; New York (NY); On-site; USD 48,000 - 62,000; Full time

Job summary

Verra Mobility is seeking a Research Support Specialist to research tolling and violation disputes for rental agency customers and support expedited client requests. You will work with internal teams and external authorities to resolve renter issues and maintain accurate case documentation.

The role requires a proactive mindset, strong written communication, and the ability to analyze data and multi-task in a fast-paced environment.

Qualifications

• High School diploma.
• 2+ years of experience in administrative, research, customer service or transaction processing.
• Excellent reading and comprehension skills.
• Interpersonal written communication to document activity in multiple systems.
• Ability to analyze data to resolve complex issues.
• Demonstrates urgency and personal initiative in customer service and problem resolution.
• Ability to multi-task and thrive under pressure in a team environment.

Responsibilities

• Research complex customer service cases, process billing adjustments, and communicate resolutions.
• Review, respond and/or resolve multi-channel inquiries from renters and agencies.
• Prioritize daily workload based on task importance.
• Track and report abnormal service inquiry trends to leadership.
• Create clear, complete documentation and notes for all inquiries.
• Assist with customer service calls when needed for service level objectives.

Skills

Reading skills

Data analysis

Multi-tasking

Written communication

Urgency & initiative

Team collaboration

Education

High School diploma

Tools

Microsoft Excel

Microsoft Outlook

Job description

Who we are:

Verra Mobility is a global leader in smart mobility. We develop technology-enabled solutions that help the world move safely and easily. We are fostering the development of safe cities, working with police departments and municipalities to install over 4,000 red-light, speed, and school bus stop arm safety cameras across North America. We are also creating smart roadways, serving the world's largest commercial fleets and rental car companies to manage tolling transactions and violations for over 8.5 million vehicles. And we are a leading provider of connected systems, processing nearly 165 million transactions each year across 50+ individual tolling authorities.

Position Overview:

The Research Support Specialist is responsible for researching and completing tolling and violation customer service disputes for rental agency customers and assisting with client expedited requests. This position also interacts with internal departments, Tolling Authorities, Issuing Authorities and Collections Agencies to bring resolution to renter disputes.

A successful candidate must be a self-starter, have a high degree of critical thinking, good judgment, and the ability to work collaboratively with individuals/teams in a result-oriented environment with changing priorities.

Essential Responsibilities:

• Research complex customer service cases, process billing adjustments, and communicate resolutions to customers and/or clients for tolls and violations.
• Review, respond and/or resolve multi-channel written inquiries from vehicle renters and other associated agencies and businesses.
• Prioritizing daily workload based on importance of assigned tasks.
• Track and communicate abnormal service inquiry trends to leadership.

• Create clear complete documentation and notes for all inquiries

• Assist with customer service calls when needed for service level objectives.

• Assist with other tasks necessary.

Qualifications:

• High School diploma
• Previous experience in an administrative, research, customer service or transaction processing position 2+ years.

• Excellent reading and comprehensive skills

• Interpersonal written communication skills to accurately document activity in multiple systems and in proper business writing
• Intermediate skills with Microsoft Products (including Outlook, Excel, etc.)
• The ability to analyze data to resolve complex issues.
• Demonstrates high sense of urgency and personal initiative related to customer service and problem resolution.
• The ability to multi-task and thrive under pressure in a team environment.
• Executes all duties with follow-through and professionalism, demonstrating a high level of business ethics.

Aligned with Verra Mobility Values:

• Do What’s Right – We’ve committed to doing the right thing for each other and for our customers – integrity is our DNA
• Lead With Grace – We embrace the importance of our colleagues and customers and always treat them with kindness and grace.
• Own It – We foster a culture of accountability and excellence, where going the extra mile is standard practice.
• Win Together – We are ambitious and like to win, but we know we win more when we include others and work together.

Verra Mobility is an Equal Opportunity Employer, qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected veteran status.

Verra Mobility Values

An ideal candidate for this role naturally works in alignment with the Verra Mobility Core Values:

• Own It.We focus on high performance and drive toward breakthrough outcomes. Our employees ensure accountability, optimize and align work, focus on the customer, and cultivate innovation.
• Do What’s Right.We champion integrity and good character. Our team members model ethical behavior, demonstrate good judgment and are courageous.
• Choose Courage Over Comfort. We lean into the conversations, decisions and actions that move the business forward, even when they feel uncomfortable. We challenge assumptions, address issues early and prioritize progress over ease.
• Win Together. We believe in growing and inspiring people together. We seek people who collaborate, value differences, think and act globally, foster an engaging work environment, and recognize and develop others.

With your explicit consent which you provided as part of the application process, we will retain candidate personal data solely for the business purpose for which it was collected. In no event will we retain such data more than two (2) years following the closure of the recruitment process relating to the role for which you applied or in the event other related job opportunities arise within the company. Verra Mobility Applicant Privacy Notice

Verra Mobility is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.

Verra Mobility Values

An ideal candidate for this role naturally works in alignment with the Verra Mobility Core Values:

• Own It.We focus on high performance and drive toward breakthrough outcomes. Our employees ensure accountability, optimize and align work, focus on the customer, and cultivate innovation.
• Do What’s Right.We champion integrity and good character. Our team members model ethical behavior, demonstrate good judgment and are courageous.
• Choose Courage Over Comfort. We lean into the conversations, decisions and actions that move the business forward, even when they feel uncomfortable. We challenge assumptions, address issues early and prioritize progress over ease.
• Win Together. We believe in growing and inspiring people together. We seek people who collaborate, value differences, think and act globally, foster an engaging work environment, and recognize and develop others.

With your explicit consent which you provided as part of the application process, we will retain candidate personal data solely for the business purpose for which it was collected. In no event will we retain such data more than two (2) years following the closure of the recruitment process relating to the role for which you applied or in the event other related job opportunities arise within the company. Verra Mobility Applicant Privacy Notice

Verra Mobility is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.