Processing Agent

Company: Blue Line Solutions, LLC Location: Chattanooga, TN About Blue Line Solutions Blue Line Solutions is a mission-driven public safety technology company founded by law enforcement professionals to make communities safer through innovative traffic enforcement and intelligence solutions. We partner with law enforcement agencies across the country to improve roadway safety, support community initiatives, and provide exceptional service to our customers and agency partners. Our core values include Integrity, Attitude, Accountability, Diligence, Perseverance, and Discipline. Position Summary The Processing Agent serves as a critical link between Blue Line Solutions, law enforcement agencies, and the public. This position is responsible for processing citations, handling inbound and outbound customer calls, collecting citation payments, answering inquiries, and providing exceptional customer service while maintaining accuracy, professionalism, and confidentiality. This role requires employees to balance phone responsibilities and citation processing duties throughout the workday while meeting established quality, productivity, attendance, and customer service expectations. Essential Functions Customer Service & Phone Support Handle inbound and outbound phone calls regarding citations, payments, court information, address updates, and general inquiries. Provide professional, courteous, and accurate information to members of the public. De-escalate difficult conversations while maintaining professionalism and empathy. Process citation payments received by phone. Document customer interactions accurately within company systems. Citation Processing Process citations accurately and efficiently using company software and systems. Review records for completeness and accuracy. Process address updates, payments, correspondence, and related documentation. Maintain quality standards while meeting productivity expectations. Ensure confidential information is handled appropriately. Agency & Internal Support Communicate professionally with law enforcement agencies, Chiefs of Police, government officials, and internal team members. Assist with special projects and operational initiatives as assigned. Support Mail Room operations and other departmental functions as needed. Participate in training, meetings, and continuous improvement initiatives. Performance Expectations Maintain established department standards for productivity, quality, attendance, and customer service. Successfully perform both phone-related duties and citation-processing responsibilities. Meet department performance metrics as established and communicated by management. Maintain regular and reliable attendance. Demonstrate professionalism and responsiveness when interacting with customers, agencies, and coworkers. Adapt to changing workloads, priorities, and operational needs. Examples of performance metrics may include productivity, quality, phone availability, call handling expectations, attendance, and overall contribution to departmental goals. Work Schedule Standard hours are generally Monday through Friday, 8:30 a.m. – 5:00 p.m. Additional hours may occasionally be required based on business needs. Work assignments may vary throughout the day based on operational demands. Physical & Mental Requirements Use a computer, keyboard, mouse, telephone, headset, and multiple monitors throughout the workday. View and interpret information displayed on computer screens. Communicate effectively by telephone and electronic means. Sit, stand, walk, and change positions throughout the workday, with or without reasonable accommodation. Perform repetitive hand, wrist, and finger movements associated with computer work. Maintain focus and attention to detail while performing repetitive administrative tasks. Manage multiple tasks simultaneously while maintaining accuracy and professionalism. Work independently and as part of a team. Remain available and engaged during scheduled work hours, except during approved breaks, lunches, accommodations, or approved leave. This position is performed primarily in an office or approved remote-work environment. Employees may be required to: Work at a workstation for extended periods of time. Utilize multiple computer monitors and software systems simultaneously. Alternate between phone-based responsibilities and computer-based processing work. Handle a high volume of customer interactions and administrative tasks. Education & Experience Required High School Diploma or GED. Basic computer proficiency. Strong communication and customer service skills. Preferred Experience Previous call center, customer service, administrative, or records-processing experience. Experience handling confidential information. Experience working with government agencies, law enforcement agencies, or public-facing services. Experience utilizing payment-processing systems, CRM platforms, or records-management software. Preferred Skills Customer Service Communication Professionalism Attention to Detail Accountability Time Management Problem Solving Teamwork Confidentiality Benefits Medical Insurance Vision Insurance 401(k) Paid Time Off Paid Holidays Additional company-sponsored benefits as applicable Why Work at Blue Line Solutions? Be part of a mission-driven organization dedicated to saving lives and supporting public safety Lead and shape a critical function within a growing company Work alongside a team that values integrity, accountability, and execution Play a direct role in scaling a company with national impact Join a culture focused on ownership, collaboration, and continuous improvement Blue Line Solutions is an Equal Opportunity Employer. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position. #J-18808-Ljbffr