Duncan Solutions

Customer Support

• Provide accurate, clear, and concise responses to incoming customer calls.
• Handle general questions and guide the applicant through issues relevant to their case.
• Perform processing functions necessary to facilitate first call resolution and reflect the accurate status.
• Determine a plan of action to facilitate resolution outside of the Call Center.
• Send necessary requests to other units.
• Utilize proper escalation procedures.
• Research accounts based on the information provided by the customer.
• Possess excellent verbal communication skills and optimal listening skills.
• Actively advise customers of specific web options available to resolve status inquiries.

Customer Service Representative

Collector

• Collecting unpaid parking citations, toll, and municipal debt
• Communicating with customers about their citations and negotiating repayment
• Documenting important account information for each call
• Providing excellent service to outbound/inbound callers
• Monitoring payment status of accounts and reviewing alternatives for payment
• Adhering to regulations, company, and client specifications for documentation

Collector I

• Communicate with customers about their parking citations.
• Provides excellent service to outbound/inbound callers related to parking citations, municipal debt, toll charges and toll violations.
• Communicate with customers to collect delinquent funds and bring final closure to past due accounts.
• Establish contact with customers for the purpose of collecting delinquent funds and bringing to final closure past due amounts while maintaining adherence to the spirit of all FDCPA regulations.
• Persuade customers to pay amounts due to unpaid parking citations.
• Reviews alternatives for payment with customers and monitors payment status of accounts.
• Ensure all accounts are worked within client standards and Federal Regulations.
• Work within regulations, department/division and Compliance Policies.
• Maintain clear, concise and accurate documentation of all attempts and/or contacts made and received for accounts in accordance with company and client specifications.
• Maintains proper documentation for discussions with customers and enters information into computer.
• Adheres to dialer schedule and work standards.
• Other duties assigned by management.

Sales

• The VP, Sales serves as the primary architect of Duncan Solutions' market entry and growth in the photo enforcement and autonomous enforcement sectors.
• Reporting to the Chief Revenue Officer (CRO), this role is responsible for converting Duncan's core support services — DMV Registered Owner Lookup, Image Review, Notice Mailing, Customer Service, and Debt Collection — into durable, multi-year client relationships in a market where Duncan does not yet hold the position it intends to.
• Build and maintain a qualified new business pipeline of greater than $15M ARR in the photo enforcement and autonomous enforcement market, sized to support a sustained $2M–$3M incremental ARR annual close rate.
• Identify, prioritize, and pursue target opportunities across municipal, county, and state public-sector buyers, applying a deliberate point of view about where Duncan's core support services create durable competitive advantage.
• Own the full sales cycle of multi-million-dollar opportunities, from early stakeholder engagement through proposal development and contract execution.

Vice President, Sales – Photo Enforcement

Analyst

• Design, manage, and optimize outbound communications across direct mail, email, and text/SMS channels in support of collections and processing contract requirements.
• Develop and maintain a unified channel calendar that coordinates all communication touchpoints across Parking, Tolling, Municipal Collections, and other client types.
• Collaborate with internal stakeholders and vendors to align channel strategies with contract-specific compliance, volume, and timing requirements.
• Identify and implement new channel strategies, initiatives, and delivery methods to enhance customer engagement and collections performance.
• Ensure adherence to outreach schedules to eliminate delivery slippage and maintain budgetary compliance.
• Assess and evaluate messaging language for compliance, clarity, effectiveness, and brand alignment across all communication channels.
• Develop, maintain, and govern a library of approved communication templates for direct mail, email, and SMS, ensuring consistency and regulatory compliance.
• Recommend and implement content enhancements to improve customer response rates, readability, and overall campaign engagement.
• Partner with legal, compliance, and operations teams to review and approve new or revised template language.
• Lead A/B and test-and-control content experiments to validate messaging effectiveness and inform template iteration.
• Build and maintain dashboards and reporting frameworks that track performance across all omni-channel communications, including delivery rates, response rates, pay rates, and opt-out metrics.
• Conduct in-depth analysis of channel performance using test and control segments to identify trends, recommend improvements, and optimize results.
• Deliver regular and ad hoc performance reports to senior management, translating data insights into actionable recommendations.
• Monitor campaign results and operational processes to ensure compliance and performance objectives are achieved across all client programs.
• Analyze cost-per-contact and ROI across channels to support budget planning and vendor negotiations.
• Coordinate with direct mail, email, and SMS vendors to ensure timely production, delivery, and inventory management of all outreach materials.
• Maintain strong vendor relationships and ensure all contractual obligations are met.
• Lead cross-functional projects and initiatives supporting channel strategy goals, with minimal direction required.
• Identify opportunities to reduce expenses and explore new delivery methods to enhance efficiency and effectiveness.

Senior Customer Insight Analyst

• Design, manage, and optimize outbound communications across direct mail, email, and text/SMS channels in support of collections and processing contract requirements.
• Develop and maintain a unified channel calendar that coordinates all communication touchpoints across Parking, Tolling, Municipal Collections, and other client types.
• Collaborate with internal stakeholders and vendors to align channel strategies with contract-specific compliance, volume, and timing requirements.
• Identify and implement new channel strategies, initiatives, and delivery methods to enhance customer engagement and collections performance.
• Ensure adherence to outreach schedules to eliminate delivery slippage and maintain budgetary compliance.
• Assess and evaluate messaging language for compliance, clarity, effectiveness, and brand alignment across all communication channels.
• Develop, maintain, and govern a library of approved communication templates for direct mail, email, and SMS, ensuring consistency and regulatory compliance.
• Recommend and implement content enhancements to improve customer response rates, readability, and overall campaign engagement.
• Build and maintain dashboards and reporting frameworks that track performance across all omni-channel communications, including delivery rates, response rates, pay rates, and opt-out metrics.
• Conduct in-depth analysis of channel performance using test and control segments to identify trends, recommend improvements, and optimize results.
• Deliver regular and ad hoc performance reports to senior management, translating data insights into actionable recommendations.
• Monitor campaign results and operational processes to ensure compliance and performance objectives are achieved across all client programs.
• Analyze cost-per-contact and ROI across channels to support budget planning and vendor negotiations.
• Coordinate with direct mail, email, and SMS vendors to ensure timely production, delivery, and inventory management of all outreach materials.
• Maintain strong vendor relationships and ensure all contractual obligations are met.
• Lead cross-functional projects and initiatives supporting channel strategy goals, with minimal direction required.

Customer Service Representative

Collector I

Collector I

Vice President, Sales – Photo Enforcement

Senior Customer Insight Analyst

Senior Customer Insight Analyst

Senior Omni Channel Communications Analyst