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.

Operations, Workflow Management & Reportin

• 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 objective
• Organizes and prioritizes 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

• Monitors employee hours, 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 taxing 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 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

• Ability to formulate and execute plans and goals for team
• Ability to execute assigned tasks and recognizes the opportunity to delegate
• Excellent analytical and problem-solving skills
• Team player and have ability to work in a team environment
• Possess effective communication skills, both written and oral
• Ability to work in a fast-paced, high volume, customer-focused and high stress environment
• Ability to accurately meet deadlines and work overtime during peak seasons (as needed)
• Demonstrate strong time management skills

Required Education & Experience

• High School Diploma or equivalent
• Minimum of three (3) to five (5) years’ experience as Senior Payment & Correspondence or equivalent
• Ability 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 processing
• Advanced knowledge of LERETA’s tax cycles including higher level of complexity pertaining to state and agency requirements
• Must be able to type 60 wpmMust be able to use 10-key by touch; 10k or above with 98% accuracy
• Must have advanced knowledge of Real Estate Tax Servicing