2B18
PAY RANGE: 12
(Multiple Tax)
(Water and Sewer)
GENERAL DEFINITION
This is specialized revenue collection work performing a variety of projects and activities designed to effect collection of revenues owed to the City. Work is distinguished from the lower level Collection Customer Representative by its emphasis on managing multiple tax account caseloads in the Multi-tax Specialty or by responsibility for adjudicating disputed accounts in the Water and Sewer Specialty. Eliciting information from customers and their representatives, resolving difficult and varied billing and payment disputes, and providing technical assistance to colleagues, the courts, and the general public are significant aspects of the work. Work is performed under the direction of a technical superior.
TYPICAL EXAMPLES OF WORK (ILLUSTRATIVE ONLY)
Provides technical assistance and answers inquiries related to area of specialization for water, sewer, or tax and other receivables; represents superior at meetings; initiates action for adjustments where determined to be proper; assists taxpayers or water/sewer customers in the completion of various forms and assistance applications; quotes, cites, interprets, and explains regulations, codes and ordinances for billings, collections and enforcement as they relate to area of specialization for water, sewer, or taxes and other receivables; prepares requests for special revenue investigations where warranted.
Performs related work as required.
Attends, or conducts customer hearings or appeals relative to delinquent water and sewer receivables, prosecutorial actions or billing matters between the City and customers; provides information to attorneys/legal representatives in preparation for hearings, regarding water, sewer and/or other related Philadelphia Water receivables; attends Municipal Court hearings held before Trial Commissioners, on behalf of the Revenue Department; cancels enforcement actions pending outcome of hearings.
Queries participants about particulars of case; provides expert testimony before courts, boards and trial commissions; analyzes and reviews in detail cases presented for appeals or presented by supervisor; acts on decisions of appeals from courts and appeal boards; makes recommendations to superior on clarification of existing laws, policies and regulations; makes determinations of liability based on review of supporting documentation for cases.
Assists customers with payments for multiple tax receivables related to business, earnings, school income tax, real estate tax and other ordinances; performs case management for tax accounts; provides single source for explanation and resolution of a variety of tax billing issues; attends mandatory training on the related laws and penalties for various city taxes; cites and refers to city regulations; utilizes tax-related software systems; alters, updates, analyzes, and setup customer accounts; explains all delinquent bills, penalties, applicable ordinances, and code enforcements; explains methods of computing and calculating charges, interest, penalties, and delinquencies.
REQUIRED KNOWLEDGE, SKILLS AND ABILITIES
KNOWLEDGE OF:
All Specialties:
• interviewing techniques and principles
• the laws, ordinances, regulations and policies pertaining to revenue collection enforcement in the City of Philadelphia
• the methods and techniques used in billing and collection activities
• computer programs used to access information about customer accounts
Water and Sewer Specialty:
• the appeals process of hearings, courts and boards
· the clerical procedures necessary to prepare case for court, to generally facilitate the work of the court, and to implement decisions of the court
Multiple Tax Specialty:
• the varied tax types and their associated ordinances and regulations
SKILL IN:
Water and Sewer Specialty:
• eliciting information in administrative hearings
Multiple Tax Specialty:
· understand provisions and interpretations of variety of tax ordinances and regulations
ABILITY TO:
• express and present ideas effectively, both orally and in writing
• enforce procedures for collection of delinquent bills
• analyze and evaluate financial data relative to the billing and collection process
• make decisions and recommendations concerning delinquent accounts based on factual data and departmental regulations and policies
• establish and maintain effective working relationships with associates and representatives of the public
• perform research necessary to respond to customer queries or appeals
MINIMUM ACCEPTABLE TRAINING AND EXPERIENCE (The following statement represents the minimum training and experience standards which will be used to admit or reject applicants for tests. Applications submitted by candidates for this class will be reviewed based on training and experience requirements as approved on 6/19.)
ALL SPECIALTIES:
EDUCATION:
Education equivalent to the completion of the twelfth school grade.
AND
ALL SPECIALTIES:
AND
GENERAL EXPERIENCE:
Three years of clerical experience.
AND
SPECIFIC EXPERIENCE:
WATER AND SEWER SPECIALTY:
· the collection of water or sewer bills, explanation of appropriate ordinances and regulations, establishment of agreements for payment, and follow-up to effect collection of bills and delinquencies or testifying or attending hearings regarding the collection of delinquent water and sewer accounts.
MULITPLE TAX SPECIALTY:
Two years of experience as a Collection Customer Representative involving specialized customer contact concerning:
· the collection of multiple taxes related to business, earnings, school income tax, real estate tax and other ordinances, and providing a single source for explanation and resolution of a variety of tax billing issues.
Any equivalent combination of education and experience determined to be acceptable by the Office of Human Resources which has included the specific experience.
PHYSICAL AND MEDICAL REQUIREMENTS
Ability to physically perform the duties and to work in the environmental conditions required of a position in this class.
Class Established - 11/83
Spec. Revised: 12/89
CSC - 07/02, Ad. Board - 09/02
CSC - 09/03, Ad Board - 01/04
Spec Revision:
CSC:
8/14
Ad Board: 9/14
Spec. Revision:
CSC – 3/16
Ad. Board – 4/16
Latest Spec. Revision:
CSC – 5/19
Ad. Board – 6/19
SA