Senior Toll Transaction Exception Specialist

Job Title: Senior Toll Transaction Exception Specialist

Location: United Arab Emirates (Remote)

Employment Type: Full-Time

Work Arrangement: 100% Remote — Work From Home

Level: Senior

We are seeking an experienced Senior Toll Transaction Exception Specialist to manage the analysis, investigation, and resolution of exceptions arising from electronic toll collection and road-user charging systems. The role focuses on identifying inaccurate, incomplete, duplicated, unmatched, or disputed toll transactions and ensuring that exception records are reviewed and processed in accordance with established operational policies and service standards.

Working entirely remotely, the successful candidate will analyze transaction data, investigate account and payment discrepancies, review supporting evidence, coordinate corrections, and recommend improvements to exception management processes. The position requires strong analytical capabilities, attention to detail, and an understanding of electronic tolling, payment reconciliation, and customer account management.

• Lead the review and investigation of toll transaction exceptions across electronic toll collection systems.
• Analyze unmatched, incomplete, duplicated, rejected, and incorrectly recorded toll transactions.
• Investigate discrepancies involving vehicle identifiers, license plate recognition, transponder readings, timestamps, toll locations, and account details.
• Review transaction records, supporting images, system logs, and available evidence to establish the likely cause of exceptions.
• Identify potential errors associated with automatic number plate recognition (ANPR), radio-frequency identification (RFID), and other electronic toll detection technologies.
• Reconcile toll transaction records against customer accounts, payment records, and applicable charging schedules.
• Investigate incorrect toll charges, missed transactions, duplicate deductions, and unsuccessful payment attempts.
• Coordinate correction requests, adjustment workflows, and exception escalations with authorized operational and finance teams.
• Review disputed toll transactions and prepare evidence-based investigation summaries for authorized decision-makers.
• Monitor exception queues and prioritize cases according to age, financial impact, customer impact, and operational urgency.
• Identify recurring transaction failures and recommend corrective actions to reduce exception volumes.
• Maintain accurate case records, investigation notes, supporting documentation, and resolution histories.
• Prepare reports covering exception trends, processing volumes, resolution times, outstanding cases, and recovery performance.
• Develop and maintain standard operating procedures, exception classification rules, and quality review checklists.
• Support user acceptance testing and validation of system updates affecting toll transaction processing.
• Collaborate remotely with technology, customer service, payment operations, finance, and toll system administration teams.
• Review transaction data quality and recommend improvements to system controls, automated matching, and exception detection.
• Support internal audits by preparing traceable documentation and transaction-level evidence.
• Identify unusual transaction patterns that may indicate system misuse, account errors, or potential fraud, escalating concerns through established procedures.
• Contribute to process automation and continuous improvement initiatives for toll exception management.

• Bachelor's degree in Finance, Accounting, Business Administration, Information Systems, Data Analytics, Transport Management, or a related discipline.
• Significant experience in toll transaction processing, electronic payment operations, reconciliation, revenue assurance, or exception management.
• Strong understanding of electronic toll collection systems and associated transaction processing workflows.
• Familiarity with ANPR, RFID, vehicle identification, transponder technologies, and electronic payment interfaces.
• Experience investigating transaction discrepancies, payment failures, account mismatches, and disputed charges.
• Knowledge of reconciliation methods, transaction matching, adjustment controls, and financial data integrity.
• Proficiency in Microsoft Excel, including advanced formulas, pivot tables, and data analysis functions.
• Experience with SQL, reporting platforms, dashboards, or business intelligence tools is an advantage.
• Familiarity with case management systems, payment gateways, customer account platforms, and transaction databases.
• Ability to inte