Account Administrator

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.