Job ID: 12382

Business Unit: Bridges and Tunnels

Location: New York, NY, United States

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 . 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.