Req #: 247769
Department: UW FACILITIES: TRANSPORTATION SERVICES
Appointing Department Web Address: https://facilities.uw.edu/
Posting Date: 07/14/2025
Closing Info:
Closes On 07/27/2025
Salary: $3861 - $5160 per month
Shift: First Shift
Notes:
As a UW employee, you will enjoy generous benefits and work/life programs. For a complete description of our benefits for this position, please visit our website, click here. (https://hr.uw.edu/benefits/wp-content/uploads/sites/3/2018/02/benefits-summary-classified-staff-greater-than-half-time-20250130-a11y.pdf )
As a UW employee, you have a unique opportunity to change lives on our campuses, in our state and around the world. UW employees offer their boundless energy, creative problem-solving skills and dedication to build stronger minds and a healthier world.
UW faculty and staff also enjoy outstanding benefits, professional growth opportunities and unique resources in an environment noted for diversity, intellectual excitement, artistic pursuits and natural beauty.
UW Facilities manages the University's buildings, infrastructure and land, with more than 1,100 employees in a variety of fields. The Asset Management group includes Capital & Space Management, Real Estate, Sustainability and other teams responsible for planning and workload management. The Operations group includes Project Delivery, Maintenance & Construction, Campus Energy Utilities & Operations, Building Services, Transportation Services and Safety. Supporting these groups are the Business Intelligence & Information Technology group and the Finance & Administration group.
We have an outstanding opportunity for a Program Coordinator, Citation Management to join their team.
The Transportation Services Sales & Administration (S&A) Office issues transportation products to staff, faculty, students, departments and outside agencies. Under the general direction of the Sales and Administration Manager, the Program Coordinator plays a key role in managing the citation lifecycle within the Transportation Services Sales & Administration (S&A) Office. This includes tracking citation issuance, appeals, collections, and vehicle impound processes. The coordinator ensures compliance with the Washington Administrative Code and internal policies, while continuously improving procedures to enhance customer service and operational efficiency.
Primary Duties and Responsibilities
Citation & Collections Management
Implement and monitor established procedures for citation and collections processing.
Track and interpret state and federal policy changes related to collections and vendor practices.
Manage vehicle impound processes and coordinate with customers, internal, and external partners toward resolution and ensure accurate documentation and seamless customer service.
Monitor and process citation overpayments, fine adjustments, prepayments, and refunds.
Appeals & Adjudication
Coordinate and process citation appeals, dismissals, and manual citations.
Ensure timely, fair adjudication of appeals in compliance with regulations.
Conduct follow-ups and recommend service improvements.
Customer Service & Communication
Provide accurate information to students, staff, and the public regarding citation policies and procedures.
Respond to inquiries, resolve complaints, and escalate unresolved issues as needed.
Review communication materials, including annual and quarterly mailings to ensure accurate content related to citations, collections, and vehicle impound processes.
Represent the S&A team at meetings and events.
Administrative Operations
Maintain physical and electronic filing systems; manage records retention.
Conduct audits and generate reports on citations, appeals, and customer accounts.
Support the implementation and maintenance of citation-related software systems.
Assist in developing and updating Standard Operating Procedures (SOPs).
Team Leadership & Collaboration
Train and support Program Assistants and student employees.
Lead recruitment efforts and participate in interview panels.
Collaborate with other Transportation Services units (e.g., Parking Operations, Events, Maintenance, Accounting) to improve workflow and service delivery.
Program Development & Compliance
Monitor program performance against goals and targets; identify gaps and recommend solutions.
Coordinate Lean initiatives to streamline citation administration processes.
Serve as the primary contact for Department of Licensing (DOL) contracts and related databases.
Schedule and process DOL reporting and uploads.
Core Competencies
Demonstrate personal integrity and trustworthiness.
Manage stressful situations and changing priorities effectively.
Anticipate, recognize and resolve problems.
Be responsible and accountable.
Use organizational skills and provide attention to details.
Maintain a positive, optimistic, and success-oriented attitude.
Exercise professionalism, which includes being tactful and courteous.
Exhibit a professional work ethic.
Continuously promote a safe work environment.
MINIMUM REQUIREMENTS
High school graduation or equivalent AND two years of experience administering compliance with policies and procedures OR equivalent education/experience.
Equivalent education/experience will substitute for all minimum qualifications except when there are legal requirements, such as a license/certification/registration.
DESIRED QUALIFICATIONS
Bachelor's degree.
Knowledge of the current parking programs, products, services and systems at the University of Washington, including but not limited to citation adjudication, vehicle databases and the Washington Administrative Code.
Demonstrated experience in process documentation, including training materials and standard operating procedures.
Experience in customer service and de-escalations regarding citation payments and appeal adjudications.
Demonstrated ability to confidently interact with the public and customers.
Skilled in interpersonal communications and conflict resolution, both in person and in writing.
Exceptional organizational skills and attention to detail.
Demonstrated ability to work with minimal supervision and independently manage priorities for multiple projects with diverse timelines and potentially conflicting deadlines.
Demonstrated proficiency with Microsoft Office, including Word and Excel.
CONDITIONS OF EMPLOYMENT
Must be able to work in a non-smoking environment.
Regular and predictable attendance is required.
Application Process:
The application process for UW positions may include completion of a variety of online assessments to obtain additional information that will be used in the evaluation process. These may include Work Authorization, Cover Letter and/or others. Any assessments that you need to complete will appear on your screen as soon as you select "Apply to this position". Once you begin an assessment, it must be completed at that time; if you do not complete the assessment, you will be prompted to do so the next time you access your "My Jobs" page. If you select to take it later, it will appear on your "My Jobs" page to take when you are ready. Please note that your application will not be reviewed, and you will not be considered for this position until all required assessments have been completed.
University of Washington is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to, among other things, race, religion, color, national origin, sexual orientation, gender identity, sex, age, protected veteran or disabled status, or genetic information.
