Pass Program Specialist

Opening:

The Metropolitan Transportation Authority is North America's largest transportation network, serving a population of 15.3 million people across a 5,000-square-mile travel area surrounding New York City, Long Island, southeastern New York State, and Connecticut. The MTA network comprises the nation’s largest bus fleet and more subway and commuter rail cars than all other U.S. transit systems combined. MTA strives to provide a safe and reliable commute, excellent customer service, and rewarding opportunities.

Job Summary:

Responsible for protecting and safeguarding Authority revenue, property, and personnel by ensuring that MTA’s 100,000+ passholders (employees, interns, retirees, contractors, and visitors) are properly credentialed. Directly handle information processing, data entry, digital data capture, issuance, return, and inventory of passes. Work is performed at various MTA locations, as well as other properties and/or construction/staging areas as needed, in a mobile identification vehicle, temporary self-mobilized temporary workstation, or an office environment. This position requires the ability to work rotating and non-traditional hours (evenings, overnight, weekends, holidays, etc.), and mandatory overtime may be required. This position will also assist with various security operations initiatives, other projects, and security initiatives delegated by the Pass Program Manager.

Responsibilities:

• Provide excellent and efficient customer service by effectively communicating information, interpreting, and applying agency policies and procedures to MTA passholders, Project Managers, affiliate personnel, etc. Handle a heavy volume of customer inquiries while working under pressure and time constraints.
• Examine and verify US government and other forms of identification presented to validate presenters’ identity.
• Review and process applications for new, replacement, and returned passes using MTA’s security system/applications.
• Enter and retrieve information from various electronic databases quickly and accurately.
• Provide research support by researching information, analyzing, and reviewing documents. Explain findings to stakeholders, such as senior management, MTA department heads, other internal liaisons, and passholders.
• Produce MTA passes (MTA One Pass, Federal Railroad Administration (FRA) Pass, Certificate of Fitness (COF), Parking Passes, Blue light, etc.) for MTA’s 100,000+ passholders. Operate the MTA systems, digital camera, printer, and other related equipment to produce the passes.
• Assist with configuring security access for access control credentials and assist with the configuration of security access zones and areas within the LENEL badging system.
• Arrange distribution of passes on approved applications.
• Responsible for collecting and safeguarding pass replacement pass fees.
• Operate MTA vehicles throughout the MTA region to provide supplemental support to other pass office sites and other locations.
• Safeguard sensitive information disclosed as part of the job function in accordance with MTA All Agency Security Sensitive Information guidelines.
• Troubleshoot technical issues with passes by testing against system hardware. If unable to resolve, will escalate technical issues reported by MTA passholders to the respective MTA security department or MTA’s IT department.
• Perform general administrative tasks and other duties as assigned by Pass Program Management.

Required Knowledge/Skills/Abilities:

• Must have knowledge of security systems in general.
• Must have knowledge of magnetic stripe and/or smart card encoding systems
• Must have knowledge of reporting applications such as Crystal Reporting, Power BI, Microsoft Access, etc., or comparable applications.
• Strong attention to detail.
• Must possess the ability to handle sensitive and confidential information while maintaining a high degree of discretion.
• Strong time management, organizational, and coordinating skills including appropriate sense of urgency and proactive approach.
• Ability to work in a fast-paced and demanding environment with changing priorities.
• Detail oriented with the ability to adhere to deadlines and develop and implement procedures.
• Proficient in Outlook, Word, and Excel.
• Strong verbal and written communication skills, analytical and/or quantitative skills.
• Proficiency in and/or ability to learn to work with all internal levels within a given organization.
• Proficiency in and/or ability to learn to complete short- and long-term projects effectively and as efficiently as possible.

Required Education and Experience:

• Bachelor’s Degree in Arts/Sciences (BA/BS)from an accredited college in Security Operations, Criminal Justice, or a related field, or an equivalent combination of education and related experience may be considered in lieu of a degree;
• Minimum 3 yearsof experience in security specifically, identification/credential creation, background verifications, or Security Operations
• A valid New York State Driver’s License is required upon hire.

The Following is/are preferred:

• Customer Service experience in security / security-related capacity
• Experience working with security systems such as Lenel, C-Cure or comparable applications.
• Prior experience working in a large, multi-faceted, fast-paced organization or governmental body.
• Familiarity with the MTA’s policies and procedures.

Other Information

The incumbent must pass an MTA security background investigation.

Work is performed at various MTA locations, as well as other properties and/or construction/staging areas as needed, in a mobile identification vehicle, temporary self-mobilized temporary workstation, or an office environment.

This position requires the ability to work rotating and non-traditional hours (evenings, overnight, weekends, holidays, etc.) outside of regularly scheduled work hours.

Travel may be required to other MTA locations or other external sites.

According to the New York State Public Officers Law & the MTA Code of Ethics, all employees who hold a policymaking position must file an Annual Statement of Financial Disclosure (FDS) with the NYS Commission on Ethics and Lobbying in Government (the “Commission”).

Equal Employment Opportunity

MTA and its subsidiary and affiliated agencies are Equal Opportunity Employers, including those concerning veteran status and individuals with disabilities.

The MTA encourages qualified applicants from diverse backgrounds, experiences, and abilities, including military service members, to apply.