Citation Clerk (Contractor Position)

Massachusetts Bay Transportation Authority•Boston, MA

10d•Onsite

About The Position

The Citation Clerk is responsible for reviewing civil citations generated by the MBTA’s automated camera enforcement system for unauthorized use of MBTA bus lanes and bus stops. The Citation Clerk evaluates incidents identified by the automated system as potential violations and applies established Standard Operating Procedures, applicable state law, and MBTA policies to confirm whether a violation occurred prior to citation issuance. The role requires consistent, objective, and evidence-based decision-making to ensure citations are accurate, equitable, and compliant with applicable guidelines.

Requirements

A high school diploma or equivalent (G.E.D.) from an accredited institution.
Two (2) years of total experience related to customer service, administration, compliance, or similar work requiring adherence to established procedures.
Ability to review and interpret visual and digital evidence with a high level of attention to detail and accuracy.
Ability to apply laws, regulations, and/or Standard Operating Procedures consistently and objectively.
Strong analytical and critical-thinking skills, including the ability to identify discrepancies, errors, or incomplete evidence.
Strong organizational and time-management skills, with the ability to manage high volumes of cases efficiently.
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.
Strong written communication skills for documenting determinations and interacting with customers and internal stakeholders.
Experience with computer systems and case management or customer relations management (CRM) tools such as IRIS/HEAT, Gtechna, ServiceNow, Salesforce, or Zendesk.
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.
Ability to prepare legible written reports of incidents.
Ability to work effectively with a diverse workforce.
Ability to commute to assigned work locations in the Boston, MA metro area, as required by the role.
Must be at least eighteen (18) years of age.
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 diverse workforce team.
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 current student or 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 physical examination and drug and alcohol screenings.
All employees must be legally authorized to work in the United States and on an unrestricted basis.
Must have a U.S. Social Security Number prior to starting the position and employees will be required to complete a Form I-9 to verify their identity and eligibility to work in the U.S.

Nice To Haves

Three (3) years total experience related to customer service, reviewing civil citations, violations, or administrative enforcement actions.
Bilingual and/or multi-lingual skills, especially Spanish.
Knowledge of the MBTA system and experience riding the MBTA.
Knowledge of citation management engine software (such as Gtechna).
Knowledge of MBTA’s customer relations management (CRM) system (IRIS/HEAT).

Responsibilities

Review enforcement events evidence packages generated through MBTA-approved enforcement systems, including camera-based, LPR-based, and officer-initiated detections, to determine whether a violation occurred.
Evaluate the evidence package associated with each enforcement event, including images, video, location data, vehicle and plate information, transaction or payment records, to ensure evidentiary standards are met under applicable Massachusetts law, MBTA regulations and program standard operating procedures.
Determine violation eligibility and accuracy by confirming vehicle identification, location and time restriction, signage or posted rules, payment status (where applicable) and any statutory or policy-based exemptions prior to citation issuance.
Issue citations for bus lane, bus stop and/or non-payment of parking as assigned through designated enforcement software platforms, ensuring citations are accurate, complete and issued in accordance with approved protocols, review thresholds and quality control standards.
Consistently apply MBTA policies across program activities, including warning periods, grace periods, repeat violation criteria, escalation rules, enforcement prioritization and equitable and uniform treatment for all cases.
Uphold work product standards and compliance with state law and regulatory requirements, including citation timing, notice requirements, documentation standards and evidence review standards to support MBTA management during any potential appeals, adjudication, and possible legal review process.
Thoroughly document in the form of notes and case memorandum all determinations with factual and accurate information for good record keeping and to maintain auditability, transparency and defensibility of all issued citations.
Coordinate with Internal MBTA stakeholders as necessary to support program goals.
Monitor the enforcement system for quality assurance standards and general performance activities to ensure high degree of accuracy and quality functioning of the system.
Identify, track and escalate systems issues compromising the quality standards of the program.
Maintain a high degree of confidentiality with data security and privacy compliance when handling personal identifying information.
Respond to each inquiry, whether from a customer, vendor, or co-worker in a courteous and professional manner.
Perform all other duties and projects that may be assigned.
Additional responsibilities may include focus on one or more departments or locations. See applicable addendum for department or location specific functions.