The Port Authority of New York and New Jersey (PANYNJ) Tunnels, Bridges & Terminals Department’s Revenue Collection Group is responsible for collecting all revenues owed to The Port Authority of New York and New Jersey for vehicular travel across our bridges and tunnels, through various tolls, fees and penalties. This group supports PANYNJ’s financial policy and service performance standards for the EZPass Customer Service Center. To help facilitate these efforts the Tunnels, Bridges & Terminals Department’s Revenue Collection Group is seeking a Business Analyst to assist with various aspects of violations processing which may include payments processing, account maintenance, customer outreach, and collections.
These tasks require a business analyst who has both proven customer service skills and analytical experience to retrieve data, conduct analysis, observe and assess trends, make recommendations on how to handle various violations issues, and reach out to customers by telephone to collect monies owed to the Agency.
Responsibilities: Reporting to the Principal Transportation Analyst of the Revenue Control Systems for E-ZPass Operations, the selected candidate will support the toll collection program with specific responsibilities for assisting in toll violation recovery. They will use a variety of tools to locate customer information and make direct telephone contact to share information and negotiate the recovery of amounts owed to the Agency. The candidate will:
- Run reports in Vector and Crystal to compile the entirety of amounts owed
- Make direct telephone contact with violators and negotiate settlements within pre-defined parameters
- Ensure recoveries are properly applied and documented
- Use Internet searches to locate detailed customer information
- Escalate cases to management as appropriate
- Perform other duties as assigned
NOTE: the selected candidate will be expected to work on-site (4 World Trade Center) a minimum of four (4) days per week.
Qualifications: Candidates must present the following qualifications to be considered eligible for this position:
- Must possess an Associate’s Degree (or higher) from an accredited college or university
- Minimum of 2 years’ relevant work experience in customer service, data management, and/or accounting – recent graduates with demonstrated expertise may also be considered
- Desired Ideal candidates will present the following profile:
- Basic to intermediate proficiency in MS Excel and/or MS Access
- Excellent written and oral communication skills
- PC proficiency with experience in Microsoft Office Suite applications
- Strong research, analytical and organization skills
- Experience with collections, debt recovery, negotiations, account management, and payment processing
- Strong organizational, verbal, presentation, and written skills
- Strong time-management and problem-solving skills
- Demonstrated ability to work under pressure and meet tight deadlines
- Demonstrated productivity in both solo and team environments
- Process-orientation with a strong bias for action
- Knowledge of toll systems and/or back office operations is a plus
Compensation & Benefits: CRA, Inc. and The Port Authority of New York and New Jersey offers a competitive salary, an outstanding benefits package and a professional environment that supports development and recognizes achievement. EQUAL OPPORTUNITY EMPLOYER CRA, Inc. and The Port Authority of New York & New Jersey/Port Authority Trans-Hudson (PATH) is an Equal Opportunity Employer.
Salary Range: $44,000 to $55,000
Job Type: Full-time
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Retirement plan
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
Education:
Experience:
- Microsoft Excel: 2 years (Preferred)
- Data management: 2 years (Preferred)
Work Location: Hybrid remote in New York, NY 10006