WTC Toll Payer Advocate Analyst

WTC Toll Payer Advocate Analyst

The Port Authority of New York and New Jersey (PANYNJ) Tunnels, Bridges & Terminals Department’s Customer Experience Unit is responsible for aiding tolling customers after they have failed to resolve their PANYNJ tolling issues with NY E-ZPass. To help facilitate these efforts the Tunnels, Bridges & Terminals Department’s Customer Experience Unit is seeking a Toll Payer Advocate Analyst to assist with various aspects of researching customer tolling issues and accounts. This role will require a detail-oriented professional responsible for the accurate and timely compilation of a high volume of detailed tolling research reports and supporting evidence.

Responsibilities

Reporting to the Supervisor of TB&T’s Customer Experience Unit, the selected candidate will support the Toll Payer Advocate Group with detailed toll research. This role will be responsible for solving complicated customer tolling issues that require careful research for resolution. Job duties include research, analysis, and exemplary verbal and written customer communications.

The selected candidate’s job duties will include:

· Researching approximately 80 cases weekly

· Compiling detailed reports related to tolling issues, using Vector and Crystal

· Creating comprehensive documentation of toll violations

· Timely management of Salesforce cases with a commitment to meet Service Level Agreements

· Effective communication with customers via email and/or telephone

· Close collaboration with the Toll Payer Advocate and Customer Experience team’s Supervisor

Qualifications

Candidates must present the following qualifications to be considered eligible for this position:

· Minimum of 2 years’ relevant work experience in data management and/or customer service with analytical skills – recent graduates with demonstrated expertise will also be considered

Desired

Ideal candidates will present the following profile:

· Experience working with NY tolling systems or NY E-ZPass

· Intermediate to expert proficiency in customer service

· Multilingual verbal and written skills are a plus

· Excellent written and oral communication skills

· PC proficiency with experience in Microsoft Office applications

· Strong research, analytical and organization skills

· Ability to gather data, perform process analysis, and provide recommendations

· Experience with account management and payments processing is desired

· Strong organizational skills

· Strong time-management skills and problem-solving skills

· Demonstrated ability to work under pressure and meet tight deadlines

· Demonstrated productivity in a team environment

· Process-orientation with a strong bias for action

· Knowledge of toll systems and/or back-office operations is a plus

Compensation & Benefits

CRA, Inc. and The Port Authority of New York and New Jersey offers a competitive salary, an

outstanding benefits package and a professional environment that supports development and

recognizes achievement.

EQUAL OPPORTUNITY EMPLOYER

CRA, Inc. and The Port Authority of New York & New Jersey/Port Authority Trans-Hudson (PATH) is an

Equal Opportunity Employer.

Job Type: Full-time

Pay: $48,000.00 - $54,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Experience:

• Data management: 2 years (Required)
• Customer service: 2 years (Required)

Language:

• English (Required)

Ability to Commute:

• New York, NY 10007 (Required)

Work Location: Hybrid remote in New York, NY 10007

Salary : $48,000 - $54,000