Offboard Fare Collection Specialist

Salary: $99,715.20 Annually
Location : 10 Park Plaza, Boston
Job Type: Full-Time
Job Number: 25-20799
Department: MBTA - Fare revenue
Area: 714-Fare Revenue Admin
Opening Date: 02/20/2025
Closing Date: 3/6/2025 11:59 PM Eastern
Licenses / Certifications: None Required
Union Affiliation: L453 Professional
Safety Sensitive: No; this is not a Safety Sensitive position.
On-Call or 24/7: No; this position is not classified as on-call or 24/7.
Essential Classification (Emergency Staff): No; this position is classified as non-essential (during declared States of Emergency).

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
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.

Duties & Responsibilities

• 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.

Minimum Requirements & Qualifications

• 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.

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 degree from an accredited institution 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.

Preferred Experience and Skills

• 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.

Job Conditions:

• Ability to effectively read, 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 / or 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:

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.

Application Deadlines: Applicants should apply as soon as possible, as the MBTA may stop considering applicants after a sufficiently large applicant pool is established.

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.

Work Eligibility: Although the MBTA is an all employees must be legally authorized to work in the United States for any employer and 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.

Interviews: Candidates should ensure they arrive on time, are prepared, can remain for the duration, and if remote, are in a quiet place without distraction, for the interview. Candidates who do not attend their interview without advance authorization, including an email confirmation of a rescheduled time/date from Human Resources, will be considered a no-show and disqualified from consideration for the position. Related to rescheduling, on a one-time basis, and due to something emergent, you may be allowed to reschedule the interview. In addition, Human Resources may require documentation supporting the request. However, should you need to reschedule, you will need to contact your Recruiter directly by email.

Safety Sensitive Positions: Employees working in this classification will be subject to periodic physical examinations plus random drug and alcohol testing.

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.

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.

ADA Accommodations: The MBTA makes reasonable accommodations for applicants with disabilities. If you require an accommodation during this process, please contact the MBTA's ADA Unit at 617-222-5751 or

Diversity, Equity, and Inclusion: The MBTA is an For terms, descriptions, and definitions related to diversity, equity, inclusion, veteran status, and immediate family members that you may find on the application form, please visit

Employment Benefits at the MBTA

Full-Time Employees:

The MBTA offers comprehensive benefits packages to full-time 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), and Long-Term Disability
• Paid Time Off (PTO): Vacation, Personal Days, Sick Leave, and Holidays
• Retirement: Pension or deferred compensation 401(a), plus MBTA contributions
• Complimentary pass for travel on the MBTA transit system (bus, train, ferry, and Commuter Rail)
• 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...

Internships:

Internship positions are not eligible for most MBTA Benefits. However, paid sick time may be incurred. Each intern also receives a complimentary pass for travel on the MBTA transit system (bus, train, ferry, and Commuter Rail) to use throughout the duration of their internship. Please contact the assigned Recruiter directly or email internships@mbta.com for more information.

Disclaimer:

The above information is meant to be a general overview of the benefit programs offered by the MBTA, which may or may not apply to a specific position. This summary is not a contract andis not meant to change the provisions of union contracts or Authority policies and does not establish a binding practice. Please contact the assigned Recruiter directly or email hrstaffing@mbta.com for more information.

The MBTA is an Affirmative Action/Equal Opportunity Employer
01

Which of the following best describes your education and experience?

• I did not receive a High School Diploma or GED.
• A High School Diploma or GED and nine (9) years of experience in project administration or coordination duties.
• An Associates Degree from an accredited institution and five (5) years of experience in project administration or coordination duties.
• A Bachelor's Degree from an accredited institution and two (2) years of experience in project administration or coordination duties.
• A Master's Degree in a related subject and general experience in project administration or coordination duties.
• A nationally recognized certification, or statewide/professional certification in a related field and one (1) year of experience in project administration or coordination duties.

02

Please rate your current proficiency level using Microsoft Word, Excel, and PowerPoint.

• No experience
• Beginner
• Average
• Advanced
• Expert

03

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

• Yes
• No

Required Question