2B02 - COLLECTION CUSTOMER REPRESENTATIVE

2B02

PAY RANGE: 11

COLLECTION CUSTOMER REPRESENTATIVE

(General)

(Bilingual)

GENERAL DEFINITION

This is specialized clerical and revenue collection work contacting and interviewing taxpayers and water/sewer customers, and/or their representatives to effect the collection of revenue. Employees in this class are responsible for explaining applicable ordinances, regulations and methods used in computing and calculating accounts receivable for the City and/or School District. Work includes initiating collection procedures for an assigned caseload, effecting account adjustments where necessary, and establishing accounts and payment agreements for an assigned caseload. Contact with taxpayers, water and sewer customers and/or their representatives is a significant aspect of the work. Work is performed under the supervision of a Collection Customer Representative Supervisor or an administrative superior.

ALLOCATING FACTORS: (The following conditions must be met for a position to be allocated to this class.)

The employee must explain applicable ordinances, regulations, and methods used in computing and calculating tax, water revenue or other revenue owed to the City.

The employee must establish accounts and agreements for payment of bills and delinquencies, and follow-up to effect collection.
Work must be performed in one of the following departments: Department of Revenue or the Water Department.

TYPICAL EXAMPLES OF WORK (ILLUSTRATIVE ONLY)

ALL SPECIALTIES

Contacts and interviews taxpayers, water and sewer customers, and/or their representatives; explains applicable ordinances, regulations, and methods of computing and calculating charges, interest, penalties, and delinquencies; searches automated accounting system for account information.

Receives instructions in the content, interpretation and application of water, business, earnings, real estate tax and other ordinances, and in the procedures of explaining such ordinances to taxpayers and their representatives; delivers testimony at both formal and informal hearings; explains the basis for billings, computation of charges, interest and penalties.

Reviews and updates taxpayer, water/sewer and other customer accounts and initiates action for adjustments where determined to be proper. Prepares written statement of taxpayer, water/sewer and other customer accounts; lists charges to the account as well as payments and credits; locates missing payments; prepares the appropriate correction forms; initiates action for adjustments where determined to be proper; notifies taxpayer and/or water/sewer customer of all account adjustments; responds to customer concerns regarding water and sewer infrastructure.

Assists taxpayer and/or water/sewer customer in the completion of various tax forms and assistance applications; reviews financial information received and follows prescribed procedures to determine liabilities due; directs correspondence to taxpayers or water/sewer customers, or their representatives, requesting payment or additional information; arranges for payment or prepares alternative installment schedules according to pre-determined procedures; initiates field investigations.

Maintains and regularly reviews account files to ensure receipt of scheduled payments; prepares and sends out reminder notices in the instance of missed payments; answers telephone, mail, and personal requests for information regarding accounts, charges, and delinquencies.

Provides information to attorneys/legal representatives in preparation for hearings, regarding water, sewer, tax, and/or other Revenue Department receivables; provides background regarding account history, billing, payment activities and other pertinent information; may attend Municipal Court hearings held before Trial Commissioners, on behalf of the Revenue Department; may attend and/or provide testimony at hearings held before Municipal Court judges, under the supervision of an attorney.

Prepares reports and maintains records of cases processed and their disposition; prepares reports of monies collected and monies outstanding.

Prepares and refers chronically delinquent accounts for legal action.

Performs related work as required.

BILINGUAL SPECIALTY

Performs the duties above with members of a designated non-English language speaking community.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES

KNOWLEDGE OF:

· interviewing principles and techniques

· business English, spelling, and arithmetic

· office practices and procedures

· methods and techniques used in bill collection activities

SKILL IN:

· making varied arithmetic computations with speed and accuracy

· using computer terminals to access and retrieve information

· eliciting and providing clear and concise information

ABILITY TO:

· use designated software packages used to elicit and input data on customer’s account

· learn departmental functions and organization

· understand provisions and interpretations of variety of ordinances and regulations as they apply to assignments

· evaluate financial information following prescribed procedures to determine tax liability, water/sewer charges, or other charges and adjustments

· express ideas effectively, both orally and in writing

· establish and maintain effective working relationships with taxpayers, customers, and/or representatives, associates, and the general public

· learn clerical procedures as necessary to prepare cases for court

· learn to evaluate financial information following prescribed procedures to determine tax liability, water/sewer charges or other charges and adjustments

· respond appropriately to customer queries and complaints

· learn the functions and organization of the City's collection entities

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 9/14. )

EDUCATION

ALL SPECIALTIES

Completion of the twelfth school grade.

AND

GENERAL EXPERIENCE

ALL SPECIALTIES

Two years of experience in clerical work, one year of which shall have involved as a significant job assignment giving information to or eliciting information from the public or receiving and answering complaints.

AND

SPECIFIC EXPERIENCE

GENERAL AND BILINGUAL SPECIALTIES

One year of clerical work, which has included billing activities, such as making calculations to compute fees, and the operation of automated systems as part of customer service delivery at a level equivalent to City pay range 8 or higher in one of the following assignments:

Providing, on a full-time basis, interpretive and advisory services to the public;
Recording accounting transactions by posting, monitoring and verifying data to journals, ledgers, and computerized records;
Specialized clerical work utilizing word processing programs;
Maintaining the accuracy, completeness and integrity of computerized master data files and records.

Note: City classes that typically meet this specific experience requirement include: Service Representative, Account Clerk, Word Processing Specialist 2 and Data Services Support Clerk.

BILINGUAL SPECIALTY

Sufficient training and/or experience to be able to understand and speak, fluently and clearly, English and a designated non-English language.

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: 9/57

Spec. Revision: 1/91, CSC - 4/06, Ad Board - 6/06

CSC - 6 /07, Ad Board - 6/07

CSC - 10/07, Ad Board - 11/07

Latest Spec. Revision:

CSC: 8/14

Ad Board: 9/14