Community Coordinator
About The Position
The Finance team within the New York City Department of Transportation’s Traffic Operations division is seeking to fill two Community Coordinator positions in its Customer Service Unit. The role supports customer service operations by processing and disputing chargeback claims, identifying potential fraudulent activity, and providing accurate and timely information. The coordinator investigates customer disputes involving parking meters, ParkNYC, garages, and other parking payment systems. The position also handles American Express chargebacks, reviews ParkNYC accounts for potential fraud, communicates with customers, prepares reports and analyses, and supports planning, process improvements, and special projects.
Requirements
- A baccalaureate degree from an accredited college and two years of experience in community work or community-centered activities related to the duties described; or
- High school graduation or equivalent and six years of experience in community work or community-centered activities related to the duties described; or
- Education and/or experience equivalent to either of the stated pathways, with at least one year of experience as described in the first pathway.
Responsibilities
- Investigate and resolve chargebacks, customer disputes, and complaints related to parking meters, ParkNYC, garages, and other parking payment systems.
- Research transactions and gather supporting documentation to investigate chargebacks and customer disputes.
- Draft correspondence and compile supporting evidence to dispute chargebacks, ensuring transaction and account information is accurate and complete.
- Prepare, submit, and track chargeback responses in accordance with established deadlines.
- Research, process, and respond to American Express chargebacks through the AMEX system, including preparing required monthly worksheets and reports.
- Review ParkNYC accounts for fraudulent activity, particularly account closure requests, and verify refund accuracy.
- Follow up with customers by telephone and written correspondence to provide updates, obtain information, address inquiries, resolve outstanding issues, and ensure timely resolution of concerns.
- Draft responses to customer correspondence on behalf of senior management.
- Prepare reports, perform analyses, and recommend process and operational improvements.
- Assist with planning activities and recommend policy and procedural improvements to enhance program effectiveness.
- Assist with special projects and assignments as required.
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What This Job Offers
Job Type
Full-time
