Job description

The Fare Program Specialist serves as the central customer service point of contact for special fare program customers including reduced fare, transit benefit, retiree, employee and spouse, and other authorized programs. Specialist will be responsible for application approvals, denials, and maintaining the database of active and inactive account holders. They review and verify card account applications in accordance with business guidelines for completeness and follow up with applicants regarding incomplete and/or returned applications. They will determine the eligibility of customers to participate in special fare programs while keeping all card applications confidential. Handles the more difficult determinations where eligibility is harder to ascertain. Specialist will perform phone, email, and in-person customer support.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Review and verify contractors are authorized to receive a program account for business purposes only, in accordance with Agency policies.

Process applications, scan photos and save electronic files in an organized manner and in accordance with Agency procedures.

Maintain fare collection database to prevent duplicate records and disable cards for ineligible account holders.

Provide in-person assistance for all customers seeking support, including full-fare customers.

Periodically obtain updated certification documents to validate eligibility status.

Perform card media fulfillment duties, including order fulfillment, distribution and maintaining accurate card inventory.

Oversee Customer Service Staff as per needs of this Service to maintain sufficient processing times.

Coordinate staffing needs with Project Analyst.

The Fare Program Specialist shall serve as backup coverage for the Supervisor and other positions based on the needs of service.

This job description is intended to describe the general nature and level of work being performed by the person assigned to this position. The primary duties and responsibilities are intended to describe those functions that are essential to the performance of this job. This job description does not state or imply that the above are the only duties and responsibilities assigned to this position. There are other duties and responsibilities that are considered incidental or secondary to the overall purpose of this job.

EDUCATION AND WORK EXPERIENCE

Highschool diploma or GED equivalent

4 years experience in a Customer Service Call Center Supervisory role

Advanced computer literacy in Excel required, including use of links, formulas and pivot tables

KNOWLEDGE SKILL AND ABILITIES

Ability to hold self and others accountable for high-quality, timely, and effective results.

Demonstrates ability to engage in a direct and truthful manner; ability to present accurate and appropriate information and keep fare benefits information strictly confidential.

Demonstrated commitment to meeting the needs of internal and external clients; ability to strive for high level of satisfaction.

Strong ability to cooperate and work collaboratively toward solutions that generally benefit all involved parties.

Demonstrated ability to hold information confidential with excellent judgment.

Demonstrates ability to maintain high-level and consistent work ethic in working relationships and all work-related duties.

Strong verbal and written communication skills.

Strong administrative skills, including strict attention to detail and accuracy.

Excellent organizational, prioritizing and time management skills.

Ability to provide excellent customer service and work well in teams to establish and maintain effective working relationships.

Ability to adapt to changing work environments.

Proven ability to problem-solve using analytical and reasoning skills.

Ability to learn processes quickly for more efficient and effective results.

Job Type: Full-time

Pay: $33.50 per hour

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Ability to commute/relocate:

• Jersey City, NJ 07306: Reliably commute or planning to relocate before starting work (Required)

Work Location: One location

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