Site Lead Events Processing Clerk

Job Title

Site Lead Events Processing Clerk (Primary) / Print & Mail Backup Philadelphia, PA (Onsite Verra Mobility Office) Full-Time | MondayFriday | 8:30 AM 5:00 PM | 40 Hours/Week

Job Description

Prime Response, Inc. (PRI) is seeking a full-time Site Lead Events Processing Clerk to support violations processing, customer service, and operational oversight at the Verra Mobility Philadelphia office. This position serves as PRI's onsite Site Lead and is responsible for leading daily violations processing operations while remaining actively engaged in production work. The Site Lead acts as the primary onsite escalation point to team management. The role partners closely with Verra Mobility leadership and PRI management to ensure service levels, quality standards, and customer expectations are consistently achieved. The position is primarily focused on violations processing and customer service operations, with occasional cross-trained support provided to print and mail functions as operational needs require.

Key Responsibilities

• Site Lead & Operations Management
• Serve as PRI's onsite Site Lead for violations processing and customer service operations.
• Lead daily workflow planning by reviewing volumes, setting priorities, assigning work, and adjusting coverage to meet service level requirements.
• Act as the onsite subject matter expert and first point of escalation for routine operational issues.
• Escalate operational concerns to PRI and Verra Mobility leadership with recommendations and status updates.
• Monitor productivity, quality, and workload distribution to ensure customer expectations are met.
• Anticipate staffing, volume, and process risks and implement corrective actions as needed.
• Maintain daily production metrics, workload tracking, and end-of-day reporting.
• Support onboarding, refresher training, and cross-training activities.
• Provide coaching, guidance, and performance feedback to staff.
• Maintain strong working relationships with Verra Mobility leadership, customers, and teammates.
• Violations Processing & Customer Service (Primary Duty Approximately 95%)
• Support the team as a lead violations processing clerk and customer service representative.
• Process speed camera and red-light camera violations using web-based applications and internal systems.
• Review, validate, and process violation data for accuracy and completeness.
• Handle inbound customer calls and walk-in inquiries.
• Investigate and resolve customer questions while maintaining a high level of customer service.
• Clearly communicate resolution options and next steps to customers.
• Reconcile walk-in violation payments, including cash, checks, money orders, and credit card transactions.
• Enter, update, verify, and proofread data across multiple systems.
• Maintain compliance with established quality standards and production goals.
• Assist with special projects, reporting, and administrative tasks as assigned.
• Print & Mail Operations (Backup Support Only)
• Provide backup support to print and mail operations during periods of increased volume, staff absences, or other operational needs.
• Assist with processing, printing, and mailing activities when requested.
• Operate mailroom equipment, including postage meters, folding/inserting equipment, and copiers after appropriate training.
• Support opening, scanning, and processing inbound customer correspondence.
• Assist with mail preparation, sorting, and outbound mail distribution as needed.
• Help maintain mailroom documentation, inventory, and production records.
• Perform additional operational support duties as assigned.

Requirements

• Ability to pass a background check and drug screening.
• Demonstrated experience leading or acting as a team lead in a processing, production, customer service, administrative support, or operations environment.
• Strong organizational skills and ability to prioritize competing workloads.
• Proven ability to train, coach, and support team members.
• Strong written and verbal communication skills.
• Experience with data entry, records management, transaction processing, or similar administrative functions.
• Proficiency with Microsoft Word, Excel, Outlook, and web-based applications.
• Customer service, call center, or public-facing service experience preferred.
• Mailroom or print production experience helpful but not required.
• High attention to detail and strong analytical and problem-solving skills.
• Ability to work effectively in a fast-paced environment while meeting quality and productivity standards.
• Ability to lift up to 50 pounds and perform standing or seated work as required.
• High School Diploma, GED, or equivalent experience.

Work Environment

Work is performed onsite in an office and processing center environment. Tasks involve sitting or standing at desks, worktables, or mail processing stations while working independently and as part of a team.

Benefits

Comprehensive and Competitive Benefits Paid Time Off (PTO), paid Federal holidays, health insurance, dental, vision, AD&D, short and long-term disability, life insurance, and a Fidelity 401K.

PRI is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merits, and business needs.