Account Administrator at Metropolitan Transportation Authority

Compensation

$62,856 – $78,570/yr

Setup: Hybrid
Location: New York, New York
Type: Full-time
Level: mid

Description

The Account Administrator investigates and resolves complex customer escalations related to MTA tolling programs, including the Central Business District Tolling Program, Open Road Tolling, Administrative Review Panel, and revenue recovery programs. The role researches account activity and toll transactions, determines claim validity, prepares written responses and case summaries, maintains documentation, and coordinates with customer service, legal, executive, and regulatory stakeholders. The position is based at 2 Broadway, offers one day of telework per week, and pays $62,856–$78,570.

Required Skills

Customer escalation resolution
Toll transaction research
Microsoft Office
Analytical problem solving
Written communication
Case management

Additional Information

Minimum Education: Bachelor’s degree in Business Administration, Public Administration, Transportation Management, Communications, Finance, Customer Service Management, or a related field; equivalent education and experience may be considered.
Required Previous Experiences: At least 2 years of experience conducting research, investigating customer inquiries, resolving complex issues, and preparing written responses or reports.
Preferred Qualifications: Experience handling escalated customer complaints involving executive offices, elected officials, legal representatives, or regulatory agencies.
Knowledge of toll transaction processes, violation management, DMV suspension processes, account adjustments, and customer dispute resolution.
Experience with CRM systems, case management platforms, or transactional databases.
Experience analyzing system records, transactional histories, and operational data to identify issues and recommend resolutions.
Experience preparing investigative summaries, executive briefings, or formal responses requiring review and approval.
Experience identifying process improvements and recommending enhancements to improve customer service operations and workflow efficiency.
Translation Company Name: Metropolitan Transportation Authority