Account Administrator

Metropolitan Transportation Authority; New York (NY); Hybrid; USD 63,000 - 79,000; Full time

Benefits offered by this job

Commuting pass

Health coverage

Pension plans

Job summary

Metropolitan Transportation Authority seeks an Account Administrator to investigate and resolve complex customer escalations across CBDTP, ORT, ARP, and Toll Revenue Recovery. You will research transactions, prepare comprehensive responses, and collaborate with internal departments to ensure accurate resolutions and policy compliance.

The role requires strong analytical ability and excellent written communication to explain findings to diverse audiences, while maintaining detailed documentation

Qualifications

• Bachelor’s degree in arts/sciences from an accredited institution in Business Administration, Public Administration, Transportation Management, Communications, Finance, Customer Service Management, or a related field; An equivalent combination of education and experience may be considered.
• Minimum 2 years’ experience researching, investigating inquiries, resolving complex issues, and preparing reports/responses.
• Proficiency with Microsoft Office applications (Word, Excel, Outlook) and research/case-management systems.
• Strong analytical and problem-solving skills with data review and trend identification.
• Excellent written and verbal communication for diverse audiences.

Responsibilities

• Research customer escalations for CBDTP, ARP, ORT, and Revenue Recovery by investigating accounts and applicable rules to determine root causes and resolutions.
• Prepare clear, professional written responses to customers, officials, and stakeholders regarding findings and resolutions.
• Compile, organize, and maintain supporting documentation and case files for audit readiness.
• Develop case summaries and findings reports with investigation steps, conclusions, and recommendations.
• Review and evaluate escalated complaints to identify issues and determine actions per agency policies.

Skills

Analytical thinking

Written communication

Verbal communication

Policy interpretation

Attention to detail

Customer service

Education

Bachelor’s degree (BA/BS) in Business/Related field

Tools

Microsoft Office

Job description

Description

Job Title: Account Administrator
Resume Due Date: September 7, 2026
Department: Tolling Management
Work Location: 2 Broadway
Job Family/ Grade: Communications & Corp Affairs / CA001
Earnings Potential: $62,856 - $78,570

MTA Bridges and Tunnels reserves the right to remove this posting before the application deadline. MTA Bridges and Tunnels operates the largest bridge and tunnel network in New York City, managing nine crossings that include seven bridges and two tunnels. Serving more than 336 million vehicle crossings each year, this network connects communities across the five boroughs and supports regional mobility. In addition, MTA Bridges and Tunnels oversees the Congestion Relief Zone, working to ensure safe, efficient travel and a more sustainable urban environment. MTA strives to provide a safe and reliable commute, excellent customer service, and rewarding opportunities.

Telework

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.

Job Summary

The Account Administrator is responsible for investigating, analyzing, and resolving complex customer escalations related to the Central Business District Tolling Program (CBDTP), Open Road Tolling (ORT), Administrative Review Panel (ARP), and Toll Revenue Recovery Programs. This position conducts detailed research of toll transactions, account activity, and applicable business rules to determine the validity of customer claims and identify appropriate resolutions. The Account Administrator prepares comprehensive written responses, supporting documentation, and case summaries for customers, elected officials, legal representatives, executive offices, and other stakeholders. Working with multiple internal departments and external agencies, the incumbent ensures escalated customer issues are resolved accurately, professionally, and in accordance with established policies, procedures, and regulatory requirements. The ideal candidate possesses strong analytical, investigative, customer service, and written communication skills, with the ability to explain complex findings clearly and effectively to diverse audiences.

Responsibilities

• Research customer escalations related to Central Business District Tolling Program (CBDTP), Administrative Review Panel (ARP), Open Road Tolling (ORT), and Revenue Recovery Program by investigating account activity, toll transactions, system records, and applicable business rules to determine root causes and appropriate resolutions.
• Prepare clear, comprehensive, and professional written responses to customers, elected officials, legal representatives, executive offices, and other stakeholders regarding case findings and resolutions.
• Compile, organize, and maintain supporting documentation, evidence, correspondence, and case files to support determination and ensure audit readiness.
• Develop case summaries and findings reports outlining customer concerns, investigative steps taken, conclusions reached, and resolution recommendations.
• Review and evaluate escalated customer complaints to identify issues, assess claim validity, and determine appropriate actions in accordance with agency policies and procedures.
• Coordinate with the E-ZPass Customer Service Center and internal stakeholders regarding customer programs, including DMV Suspensions, Exclusions, Judgments, and related initiatives.
• Perform other duties as assigned
• Comply with all policies and standards
• May be required to work hours outside regular work hours, as applicable
• Observe the work performed by contractors, as applicable
• Review invoices and approve them if the work has contractual standards, as applicable
• Address performance issues with the contractor, when possible, as applicable
• Escalate issues to other parties when needed, as applicable

Qualifications

• Bachelor’s degree in arts/sciences (BA/BS) from an accredited institution in Business Administration, Public Administration, Transportation Management, Communications, Finance, Customer Service Management, or a related field; An equivalent combination of education and experience may be considered
• Minimum 2 years’ experience conducting research, investigating customer inquiries, resolving complex issues, and preparing written responses or reports
• Proficiency with Microsoft Office applications, including Word, Excel, Outlook, and other systems used for research, reporting, and case management.
• Strong analytical and problem-solving skills, with the ability to review data, identify trends, evaluate information, and determine appropriate resolutions.
• Excellent written and verbal communication skills, including the ability to prepare clear, concise, and professional correspondence for diverse audiences to convey results of reviews & research, details of resolution.
• Ability to interpret and apply policies, procedures, business rules, and operational guidelines.
• Ability to research transactions through various systems.
• Strong attention to detail with the ability to manage multiple cases, prioritize assignments, and maintain accurate documentation.

Preferred

• Experience handling escalated customer complaints or inquiries involving executive offices, elected officials, legal representatives, or regulatory agencies.
• Knowledge of toll transaction processes, violation management, DMV suspension processes, account adjustments, and customer dispute resolution procedures.
• Experience using customer relationship management (CRM) systems, case management platforms, or transactional databases.
• Experience analyzing system records, transactional histories, and operational data to identify issues and recommend resolutions.
• Experience preparing investigative summaries, executive briefings, or formal responses requiring review and approval.
• Experience identifying process improvements and recommending enhancements to improve customer service operations and workflow efficiency.

Additional Information

This position description is not intended to be a complete list of all responsibilities, duties or skills required for the job and is subject to review and change at any time, with or without notice, in accordance with the needs of the organization.

Other Information

Final salary is determined experience, skillset, and alignment with compensation practices. The posted range reflects expected compensation and may be updated as market or business needs evolve.

To be eligible for consideration for a new role, current MTA employees must complete at least one year of service in their current role prior to applying. Additionally, eligibility to interview is contingent upon maintaining a satisfactory record of job performance, attendance, and disciplinary conduct.

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”).

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

Comprehensive Benefits & Total Rewards Package

Transportation & Financial Benefits

• Commuting Made Easy – Enjoy a complimentary MTA transportation pass, plus access to tax-advantaged commuter benefits to maximize your savings.
• Premium Health Coverage at Low Cost – Access high-quality individual, family and domestic partner healthcare, dental, vision and life insurance plans.
• Secure Your Future – Build long-term financial security through pension plans and retirement savings accounts designed for eligible employees.

Time Off & Work-Life Balance

• Generous Time Away – Recharge with substantial paid time off and comprehensive holiday schedules that support your personal and family commitments.
• Holistic Support Services – Access our dedicated Work Life Services team and Office of the Chaplains unit for personal guidance and support when you need it most.

Professional Growth & Development

• Learning & Development Program – Advance your career through structured professional development opportunities, skills training, and leadership programs tailored to support your growth within the organization.
• Educational Investment – Pursue your career goals with in-house training and professional development, tuition reimbursement support, and partnerships with educational institutions.

Employee Experience & Community

• Employee Assistance Programs – Comprehensive support services to help you navigate life's challenges with confidence and resources.
• Discounts & Perks – Take advantage of MTA employee discount programs offering savings on products and services.
• Connect & Belong – Join our vibrant Employee Resource Groups to build meaningful connections, share experiences, and contribute to an inclusive workplace culture.

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.