Citations Compliance Specialist

Massachusetts-Bay-Transportation-Authority; Quincy (MA); On-site; USD 42,000 - 64,000; Full time

Job summary

Massachusetts Bay Transportation Authority seeks a Citation Clerk to review civil citations from automated camera enforcement for bus lanes and stops. The role applies state law, SOPs, and MBTA policies to confirm violations before issuance, ensuring accuracy, equity, and compliance.

Duties include evidence review, documentation, and coordination with MBTA stakeholders. The candidate must have at least a high school diploma, 2–3 years of related experience, strong attention to detail, and

Qualifications

• Two years of experience in customer service or compliance.
• Ability to review and interpret visual and digital evidence with high attention to detail.
• Ability to apply laws, regulations, and procedures consistently and objectively.
• Strong analytical and critical-thinking skills.
• Experience with IRIS/HEAT, Gtechna, ServiceNow, Salesforce, or Zendesk.

Responsibilities

• Review enforcement events evidence packages to determine if a violation occurred.
• Evaluate evidence to ensure evidentiary standards are met.
• Confirm vehicle ID, location, time restrictions, signage, and exemptions before citations.
• Issue citations for bus lane, bus stop, and non-payment cases per protocol.
• Apply MBTA policies and escalation rules consistently across cases.
• Maintain records with accurate notes for auditability and transparency.
• Coordinate with MBTA stakeholders to support program goals.
• Monitor system quality and identify issues affecting accuracy.

Skills

Attention to detail

Analytical thinking

Written communication

Bilingual (Spanish)

Customer service experience

Education

High school diploma or equivalent (G.E.D.)

3 years of relevant experience

Tools

IRIS/HEAT

Gtechna

ServiceNow

Salesforce

Zendesk

Job description

Massachusetts Bay Transportation Authority seeks a Citation Clerk to review civil citations from automated camera enforcement for bus lanes and stops. The role applies state law, SOPs, and MBTA policies to confirm violations before issuance, ensuring accuracy, equity, and compliance.

Duties include evidence review, documentation, and coordination with MBTA stakeholders. The candidate must have at least a high school diploma, 2–3 years of related experience, strong attention to detail, and