Account Administrator

Description

Job Title:

Account Administrator

Resume Due Date:
September 7, 2026

Department:
Tolling Management

Work Location:

2 B roadway

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 Final date to receive applications.

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.

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.

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.

• 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

• 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…