What are the responsibilities and job description for the Customer Service Analyst position at Illinois State Toll Highway Authority?
Salary : $52,000.00 - $58,000.00 Annually
Location : 60515, IL
Job Type : Administrative Support
Job Number : 91839-012025
Department : Operations
Division : Operations
Opening Date : 01 / 09 / 2025
Closing Date : 1 / 26 / 2025 11 : 59 PM Central
Is this a union role? : Yes
Union Name : AFSCME - 88311
Position Grade : 10
Position Overview
The Illinois Tollway is dedicated to providing and promoting a safe and efficient system of highways while ensuring the highest possible level of service to our customers. Whether it's I-PASS, the Move Illinois Program, open road tolling or keeping you safe with our H.E.L.P. trucks, we are committed to delivering great benefits and services to customers.
The Tollway is a user-fee system - no state or federal tax dollars are used to support maintenance and operations. Operations are funded by toll and concession revenues.
Under the leadership of the Board of Directors and Executive Staff, the Tollway is committed to achieving the following goals : increase collaboration with regional transportation and planning agencies, promote the regional economy, maintain financial integrity, foster environmental responsibility and sustainability, maintain the safety and efficiency of the Tollway system, further transparency and accountability, enhance customer service, and maintain public trust.
In support of this mission, Customer Service Analyst ensures that financial aspects of the Customer Service Center's Operations are maintained in conjunction with account and statutory requirements. The Customer Service Analyst also provides financial support and documentation to third party sources.
Essential Job Functions
Customer Service Analyst responsibilities include but are not limited to :
- Performing audits including compliance audits, revenue deposits, deposit reconciliation.
- Reconciliation of debt collection, such as NSF, credit card disputes, and insufficient payments
- Reconciliation of IAG and other Toll agency reciprocity transactions as well as related reporting functions
- Refund research, reconciliation, and processing for customer accounts
- Handling extremely confidential information in accordance with PCI Standards / Compliance
- Performs other duties as needed
Qualifications
Education (Required)
Skills and Experience (Required)
Skills and Experience (Preferred)
Ex : SAP, Salesforce etc.
Ex. E-ZPASS
The Illinois Tollway is committed to creating a diverse environment and is proud to be an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, marital status, national origin or ancestry, disability, unfavorable discharge from military services, age, order of protection status, military status, sex or sexual orientation.
At the Illinois State Toll Highway Authority, we give our employees the tools to succeed both on and off the job. Our generous benefits package provides comprehensive coverage to help you protect your health and earning power and prepare for the future. In addition, we offer several programs that help you grow in your career and make the Illinois State Toll Highway Authority a great place to work!
MEDICAL, Rx, DENTAL, VISION BENEFITS
FLEXIBLE SPENDING ACCOUNT
Pre-tax account you put money into that you use to pay for certain out-of-pocket health care costs.
Pre-tax account you put money into that you use to pay for dependent care costs.
TERM LIFE & AD&D INSURANCE
TUITION REIMBURSEMENT
PAID TIME OFF
EMPLOYEE ASSISTANCE PROGRAM (EAP)
STATE EMPLOYEES RETIREMENT SYSTEMS (SERS or SRS) PROGRAMS
Please indicate your highest level of education.
It's a requirement to have minimum of 3-5 years of experience in financial reconciliation, demonstrating a proven track record in ensuring accuracy and compliance.Do you meet this requirement?)
It is a requirement to have previous experience in cash handling, demonstrating accuracy and attention to detail in processing transactions is required. And minimum of 3-5 years of customer service experience, with a proven ability to effectively address customer needs and deliver high-quality service in a timely and professional manner.Do you meet this requirement?
For the questions above, please provide where (at which organization) and when (the time period) you gained this experience citing specific examples. If you have no experience, or did not meet the minimum requirement, please enter " NA ".
We will not make assumptions regarding your response. If you do not answer completely, you will not receive credit for this question.)
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Microsoft Outlook Proficiency :
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Required Question
Salary : $52,000 - $58,000