What are the responsibilities and job description for the Customer Service Analyst position at Illinois Tollway?
This job was posted by : For more information, please see : Position OverviewThe 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 Centers 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 FunctionsCustomer 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 paymentsReconciliation of IAG and other Toll agency reciprocity transactions as well as related reporting functionsRefund research, reconciliation, and processing for customer accountsHandling extremely confidential information in accordance with PCI Standards / CompliancePerforms other duties as neededQualificationsEducation (Required)Associates degree from an accredited college or 3-5 years of progressively responsible experience in financial reconciliation or customer serviceSkills and Experience (Required)Minimum of 3-5 years of experience in financial reconciliation, demonstrating a proven track record in ensuring accuracy and compliance.Previous experience in cash handling, demonstrating accuracy and attention to detail in processingtransactionsis required.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.Excellent verbal and interpersonal communication skillsExceptional organizational, problem-solving, and critical thinking skillsDemonstrates superior attention to detail while maintaining functionality and efficiency in a fast-paced environment.Ability to use a range of technology and tools, including but not limited to Excel and OutlookSkills and Experience (Preferred)Knowledge and Experience in Customer Relationship Management SoftwareEx : SAP, Salesforce etc.Knowledge and experience in interoperability within regional tolling networksEx. 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.
