Offboard Fare Collection Specialist - MBTA : Job Details

The Offboard Fare Collection Specialist will grow and manage the MBTA's Retail Network, manage relationships with members of the retail network, perform compliance and reporting activities on revenue, and troubleshoot and project manage resolution of issues with retailers and technology that enables them. The Offboard Fare Collection Specialist will serve as a subject matter expert on the retail network and the customers who use it to load fares to their accounts.

• Oversee documentation of a process for retailers to submit applications to join the retail network.
• Conduct outreach to retailers to recruit them for the MBTA Retail Network, including individual outreach via phone, email, in-person visits, and mass outreach via email and physical mailers.
• Document a process for MBTA to evaluate applications and send them to Fare Integrator or another installer as applicable.
• Provide ongoing assistance for retailers in filling out application paperwork.
• Generate reports identifying priority locations for outreach, including market research on retailers, their capabilities, and their locations.
• Troubleshoot and escalate (as needed) any technical issues with ticket sales devices in the offboard fare collection network to the appropriate team in a timely manner.
• Collate retailer suitability data with data from the MBTA system that indicates where our needs are most urgent.
• Support of the Fare Revenue Program participant recruitment activities as required by leadership.
• Work independently in addressing complex tasks in a time-sensitive environment.
• Follow up on actions required for task completion while seeking guidance as necessary.
• Respond to each inquiry, whether from a customer, vendor, or co-worker in a professional and courteous manner.
• Perform all other duties and projects that may be assigned.

• A bachelor's degree from an accredited institution.
• Two (2) years of experience in project administration or coordination duties.
• Proficiency with Microsoft Word, Excel, and PowerPoint.
• Effective professional written and communication skills.
• Excellent organizational, analytical, confidentiality, multi-tasking, time management, and interpersonal skills.
• The ability to effectively communicate with customers, employees, and vendors.
• Excellent customer service skills.
• The ability to work effectively with a diverse workforce.

• 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 degree from an accredited institution with an additional three (3) years of directly related experience substitutes for the bachelor's degree requirement.
• A master's degree in a related subject substitutes for two (2) years of general experience.
• A nationally recognized certification, or statewide/professional certification in a related field substitutes for one year of experience.

• Two (2) years of customer service, outreach, sales, or vendor management experience, including recruitment and relationship management.
• Familiarity with project management and ticketing software.
• Ability to analyze, scope, prioritize, and document ongoing processes from concept to implementation and maintenance.