Citation Issue Resolution Manager

Salary: $95,000.00 Annually

Location : 10 Park Plaza, Boston

Job Type: Full-Time

Remote Employment: Flexible/Hybrid

Job Number: 23-19480

Department: MBTA – Customer Experience

Area: 092-CEX Cust Communications

Opening Date: 07/11/2023

Closing Date: 7/25/2023 11:59 PM Eastern

Union Affiliation: STW Steelworkers

Safety Sensitive: This is not a Safety Sensitive Position.

Essential Classification: This is a non-essential classification.

At the MBTA, we envision a thriving region enabled by a best-in-class transit system. Our mission is to serve the public by providing safe, reliable, and accessible transportation. MBTA’s core values are built around safety, service, equity, and sustainability and each employee that works for the MBTA performs their roles based on our vision, mission, and values. This includes attendance, participation, and contribution in local safety committee meetings as needed.
Job Summary
Oversees the team responsible for, and performs duties related to, issue resolution with MBTA customers regarding fare evasion and other civil citations and tickets. This includes providing administrative review and evaluation of contested fare evasion and other civil citations and tickets to determine validity and resolving elevated customer questions and concerns regarding the issuance of civil citations and tickets. Responsible for adjudicating and processing appeal requests, administering appeal hearings and rendering decisions, in accordance with state law and MBTA policy and procedures.

Duties & Responsibilities

  • Supervise Citation Issue Resolution staff to ensure standards of customer service are upheld and appeal decisions are resolved within deadlines and documented appropriately.
  • Review, investigate and evaluate contested civil citations and tickets issued by the MBTA to determine the validity, in accordance with state law and MBTA policy and procedures.
  • Analyze citation details, system data, and other relevant information via the Citation Management Engine and other administrative software portals for each citation appeal submitted to determine if the citation should be overturned or upheld.
  • Administer live citation appeal hearings and render an impartial decision based on the facts.
  • Enter decisions into the Citation Management Engine to update the respective status of the citation.
  • Review, enter and resolve inquiries and complaints into Customer Relations Management tool. Provide citation appeals information to customers and internal MBTA staff and respond to inquiries and complaints regarding the citations and the appeals process.
  • Act as a liaison to other departments regarding issues related to citation appeals.
  • Participate in the development of citation appeal policies and procedures.
  • Cultivate and maintain strong, collaborative relationships with fare verification staff, MBTA Transit Police, legal, and other relevant MBTA departments.
  • Assist with analysis of citation data reports to identify trends and make recommendations for continued improvement.
  • Participate in personnel selection committees for hiring and promoting personnel.
  • Available to work all shifts and locations as assigned or directed.
  • Ability to complete and pass required training program by the end of probation period.
  • Perform all other duties and projects that may be assigned.

Supervision

  • Supervises citation issue resolution staff members

Additional responsibilities may include focus on one or more departments or locations. See applicable addendum for department or location specific functions.
Minimum Requirements & Qualifications

  • A bachelor’s degree from an accredited institution.
  • Five (5) years of total experience related to customer service, experience with challenging customer interactions and/or conflict resolution.
  • One (1) year of managing, supervising, and/or leading experience.
  • Ability and willingness to uphold all rules, policies, and procedures applying to the riding public, and to render unbiased and impartial decisions to customers appealing a citation.
  • Experience working with and maintaining discretion regarding sensitive and confidential information.
  • Strong personal and problem-solving skills, to be informative, patient, tactful, diplomatic, respectful, unbiased, and ethical.
  • Ability to read and understand training materials, enforcement policies, rules and regulations, and safety rules/directives.
  • Highly organized and detail-oriented.
  • Ability to prepare legible written reports of incidents.
  • Be available to work Monday-Friday 8:30 AM-5:00 PM.
  • Have the ability to supervise and work effectively with a diverse workforce.
  • The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • Available to work all shifts and locations as assigned or directed
  • Have the ability to work any and all shifts and/or locations assigned or directed.

Substitutions Include

  • A High School Diploma or GED with an additional seven (7) years of directly related experience substitutes for the Bachelor’s degree requirement
  • An Associate’s degree from an accredited institution an additional three (3) years of directly related work experience substitutes for the Bachelor’s degree requirement
  • A Master’s degree in a related subject may substitute for two (2) years of general experience.
  • A nationally recognized certification, or statewide/professional certification in a related field substitutes for one year of work experience

Preferred Experience and Skills

  • Fluent in Spanish
  • Knowledge of the MBTA system and experience riding the MBTA a plus

Job Conditions:

  • Ability to effectively comprehend, communicate, and respond to instructions, orders, signs, notices, inquiries, etc. in English
  • Ability to provide internal and external customers with courteous and professional experiences
  • Ability to work effectively independently and as part of a team (or supervise, if required)
  • Ability to uphold the rights and interests of the MBTA while building and maintaining effective relationships with employees and co-workers
  • Ability to adhere to rules, regulations, collective bargaining agreements (if applicable), and policies of the MBTA, including the EEO, anti-discrimination, anti-harassment, and anti-retaliation policies
  • Have a satisfactory work record for the two (2) years immediately prior to the closing date of this posting (unless if recent graduate), including overall employment, job performance, discipline, and safety records (infractions and/or offenses occurring after the closing of the posting and before the filling of a vacancy may preclude a candidate from consideration for selection)
  • Ability to pass a Criminal Offender Record Information (CORI) check, comprehensive background screening, and medical Clinic screening, potentially including a physical examination and drug and alcohol screenings
  • Ability to work all shifts and / or locations assigned, directed, or necessary for this position, including (for some transit / operations roles) up to twenty-four (24) hours per day, seven (7) days per week as necessary to accommodate severe weather conditions, emergencies, or any other circumstances that may potentially impact service or the safety of service

Disclaimers and Definitions:

  1. General Disclaimer: The statements contained in this job description are intended to describe a summary, general nature, and complexity of typical job functions and do not represent an exhaustive list of all duties, tasks, and responsibilities required of staff assigned to this position.
  2. Work Environment: The physical demands and work environment characteristics described here-in are representative of those an employee may encounter while performing the essential functions of this job. Reasonable accommodations can be made to enable individuals with disabilities to perform essential functions. See job description for role-specific requirements.
  3. Work Eligibility: Although the MBTA is an Equal Opportunity Employer, all employees must be legally authorized to work in the United States on an unrestricted basis (the MBTA does not sponsor non-US citizens). However, if you have an unrestricted work authorization, or sponsored by a separate entity, you are welcome to apply for open positions. International students taking part in CPT / STEM / OPT programs through a university are eligible for internships and co-ops with the MBTA. In compliance with federal law, all persons hired will be required to complete a Form I-9 to verify their identity and eligibility to work in the U.S.
  4. Safety Sensitive Positions: Employees working in this classification will be subject to periodic physical examinations plus random drug and alcohol testing.
  5. On-call or 24/7 Positions: Employees working in this classification must be available to respond to page / text / call and report to work as determined by assigned department or the Authority.
  6. Essential / Emergency Staff: During declared “states of emergency,” employees working in this classification are required to report to work for their assigned work hours or as directed by management.

Employment Benefits at the MBTA

The MBTA offers comprehensive benefits packages to employees. Types of benefits offered at the MBTA are subject to the union affiliation / Collective Bargaining Agreement (CBA) of the position to which you apply. Benefits that may apply to your position include the following:

  • Insurance: Health, Dental, Vision, Life (basic and supplemental), Long-Term Disability
  • Paid Time Off (PTO): Vacation, Personal Days, Sick Leave, Paid Holidays
  • Retirement: pension or deferred compensation 401(a), plus MBTA contributions
  • Tuition Reimbursement (up to $10,000 per year)
  • Public Service Loan Forgiveness (PSLF) for student loans
  • Commuter Choice Parking Program: pre-tax benefits for parking
  • Flexible Spending Account (FSA): pre-tax benefits for healthcare-related expenses
  • Discounted tickets for concerts, movies, travel / vacation, etc. via TicketsAtWork.com
  • Shopping discounts via GovX.com
  • Verizon and AT&T service discounts
  • And more…

The above information is meant to be a general overview of the benefit programs offered by the MBTA. This summary is not a contract andis not meant to change the provisions of union contracts or Authority policy and does not establish a binding past practice.

The MBTA is an Affirmative Action/Equal Opportunity Employer

01

Which below best describes your education and experience?

  • Did not attain a High School Diploma or equivalent.
  • A High School Diploma or equivalent and 12 years directly related experience.
  • An Associates Degree from an accredited institution with eight (8) years of directly related experience.
  • A Bachelor’s Degree with 5 years of total experience in customer service, experience with challenging customer interactions and/or conflict resolution.
  • A Master’s degree in a related field with three (3) years of general experience.

02

Do you have One (1) year of managing, supervising, and/or leading experience?

  • Yes
  • No

03

Are you able to work Monday-Friday 8:30 AM-5:00 PM?

  • Yes
  • No

04

Will you now or in the future require sponsorship for employment visa status (e.g. as H-1B visa status)?

  • Yes
  • No

Required Question

Job Category
Media, PR and Communications
Job Type
Full Time/Permanent
Salary
USD 95,000.00 per year
Country
United States
City
Boston
Career Level
unspecified
Company
Massachusetts Bay Transportation Authority
JOB SOURCE
https://www.governmentjobs.com/careers/mbta/jobs/4106363