• Tolling Analyst

    MTA (New York, NY)


    Tolling Analyst

     

    Job ID: 12382

     

    Business Unit: Bridges and Tunnels

     

    Regular/Temporary: Regular

     

    Department: ITS & Tolling/CBDTP

     

    Date Posted: Jul 18, 2025

    Description

    JOB INFORMATION

    Resume Due Date: July 25, 2025

     

    Functional Job Title: Tolling Analyst

     

    Department/Division: Tolling Management /Tolling Strategy

     

    Work Location: 2 Broadway

     

    This position is eligible for telework which is currently one day per week. New hires are eligible to apply 30 days after their effective date of hire.

     

    MTA Bridges & Tunnels reserves the right to remove this posting before the application deadline.

    COMPENSATION

    Earnings Potential: $ 73,577 - $100,172

     

    Hay Points: 406

     

    Overtime Eligibility: Not eligible for paid overtime in accordance with FLSA

    RESPONSIBILITIES

    Under the direction of the Sr. Project Manager and/or Business Manager for Tolling Management, and in collaboration with other MTA departments, the incumbent will support Exemptions and Discount programs for the Tolling Management Department, including, but not limited to, the Central District Tolling Program (CBDTP). Responsibilities include assisting with customer research to resolve disputes and inquiries, administering internal audit activities for back-office systems and programs, and supporting the development and integration of new products and services for cashless tolling operations.

    Additional duties may include, but are not limited to:

    Customer Service & Application Support

     

    Support the development and implementation of customer relations policies and procedures.

     

    Conduct research and resolve customer disputes and inquiries related to toll bills, violation, transactions.

     

    Manage and respond to inquiries in case management system; assist with developing and creating reports in the case management system.

     

    Assist with processing exemptions and discount applications by reviewing submissions and certifying supporting credentials for eligibility verification.

     

    Support the appeals process for exemptions and discount program determinations.

     

    Communicate complex program requirements clearly to customers and stakeholders through written correspondence and phone support.

     

    Liaise between back-office customer service center providers (systems and operations) to resolve customer issues

     

    Auditing & Compliance Oversight

     

    Assist with developing internal audit processes to mitigate risk and prevent fraud across back-office system/operations, exemptions, and discount programs.

     

    Validate application processing accuracy and adherence to established eligibility criteria and operational policies.

     

    Analyze exemption and discount program trends to identify anomalies, discrepancies, or patterns of misuse.

     

    Reviewing, auditing, and reporting on contractor compliance with Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).

     

    Assist with Internal Controls testing and processes

     

    Other

     

    Create professional summaries, reports, and data analyses with actionable recommendations to drive operational improvements and support informed decision-making.

     

    Performing other duties as assigned by the Sr. Project Manager or Business Manager.

    REQUIRED QUALIFICATIONS

    Bachelor's degree from an accredited institution with concentration in one of the following or related areas: Business Administration, Public Administration, Project Management, or Finance, or a closely related field.

     

    Minimum 3 (three) years of satisfactory full-time professional experience

     

    Proficient in Microsoft Office applications (i.e., Excel, Word, Visio, PowerPoint, or Power BI), TEAMS, Zoom, or similar virtual platforms.

     

    Must have highly developed presentation skills, critical thinking

     

    Excellent project management and/or organizational skills

     

    Excellent research and writing skills

     

    Strong time management skills

     

    Self-motivated and proactive team player

    PREFERRED

    Master’s degree in a related field.

     

    Familiarity with the MTA’s policies and procedures.

     

    Understanding of B&T’s E-ZPass and/or Cashless Tolling programs a plus

     

    Familiarity with NYCSC Operations a plus

     

    Knowledge of Key Performance Indicators and Service Level Agreements

     

    Exposure to NYCSC contract, scope of work, and amendments

     

    Intermediate working knowledge of SQL, Power BI and/or Oracle

    OTHER INFORMATION

    MTA Bridges and Tunnels is governed by the Civil Service Rules and Regulations administered by the Department of Citywide Administrative Services (DCAS).

     

    Also, pursuant to the New York State Public Officers Law & the MTA Code of Ethics, all employees who hold a policymaking position must file an Annual Statement of Financial Disclosure (FDS) with the NYS Commission on Ethics and Lobbying in Government (the “Commission”).

    HOW TO APPLY

    MTA employees must apply via My MTA Portal (http://www.mymta.info/) . You can submit an online application by logging into My MTA Portal, clicking the My Job Search ribbon, and selecting the “Careers” link.

     

    Logging in through My MTA Portal will link your BSC ID number to your job application to identify you as an internal applicant.

    EQUAL EMPLOYMENT OPPORTUNITY

    MTA and its subsidiary and affiliated agencies are Equal Opportunity Employers, including with respect to veteran status and individuals with disabilities.

     

    The MTA encourages qualified applicants from diverse backgrounds, experiences, and abilities, including military service members, to apply.