City of Richmond, VA

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Respect. Equity. Accountability. Diversity…YOU!!!

This is an EXCITING time to Join the City of Richmond! We are committed to nurturing talent, fostering growth opportunities, and building strong connections within our workforce. As we continue to make strides to becoming the employer of choice, we are thrilled about the below employee benefit enhancements:

• Virginia Retirement System (VRS)
• Language Incentive
• Referral Bonus
• Tuition Assistance Program

Description

The City of Richmond Department of Finance – Delinquent Collections Division is seeking a qualified candidate for the position of Customer Service Supervisor. The selected incumbent will supervise employees and activities related to City of Richmond Delinquent tax accounts. Work may include assisting staff with all delinquent collection efforts; tracking and managing payment arrangements; researching and correcting account errors; generating and reading reports; coordinating with staff on Tax Sale and issuing NOI letters; coordinating monthly delinquent mailings; responding to phone calls, emails, and in-person inquiries.

This position is considered an Essential Personnel, which means that the incumbent is required to work when the City is closed due to public emergencies, critical or hazardous conditions or inclement weather.

Duties include but are not limited to

• Establishing and interpreting policies and procedures
• Managing customer flow; preparing monthly reports; conducting training sessions; reviewing the monthly business-related reporting and filings
• Processing or overseeing daily account research provided to citizens, internal and external customers 
• Assisting with customer traffic and researching errors. 
• As assigned, incumbents supervise paraprofessional and support staff including conducting performance evaluations, coordinating training, and implementing hiring, discipline, and termination procedures. Plans and manages operations and develops policies and procedures. 
• Assisting in improving customer care quality, resolves conflicts, and enforces performance metrics and quality assurance standards. 
• Providing advanced levels of customer service, handling escalated complaints and complex account research, and investigating and resolving issues/complaints via telephone and in-person. 
• Assisting in the administration of payment plans and tax sale process. 

Qualifications, Special Certifications and Licenses

KNOWLEDGE (some combination of the following):

• Electronic databases and related software applications
• Governmental accounting concepts
• Knowledgeable of VA State Code and Richmond Ordinances as they pertain to delinquent taxes
• Thorough knowledge of computer programs such as Microsoft Office Suite and Adobe Acrobat

SKILLS (some combination of the following):

• Analyzing and aggregating data
• Analyzing and interpreting manuals and operating procedures
• Assisting with special projects and programs
• Communicating with various internal and external departments effectively
• Communicating results of analyses and recommendations professionally and effectively with senior management and peers
• Conducting basic analyses
• Developing manuals and operating procedures as necessary
• Developing recommendations and reports
• Gathering and compiling data
• Maintaining records, data, and other information in department of focus
• Performing various administrative duties such as answering phones, ordering supplies, etc.
• Proofreading and editing
• Preparing and submitting documents related to focus areas
• Working in a team environment
• Customer service
• Excellent oral and written communication

ABILITIES (some combination of the following):

• Multi-task
• Organize
• Plan
• Prioritize
• Problem solve
• Manage time effectively

MINIMUM TRAINING AND EXPERIENCE:

• Associate's degree in business, accounting, or a related field.
• Three years of paraprofessional customer service experience, including handling escalated complaints, researching account errors, and processing payments and account adjustments.
• Supervisory experience is preferred.
• An equivalent combination of training and experience (as approved by the department) may be used to meet the minimum qualifications of the classification.

LICENSING, CERTIFICATIONS, and OTHER SPECIAL REQUIREMENTS:

• None required

PREFERRED TRAINING AND EXPERIENCE:

• At least two (2) years of customer service experience in a local government environment
• At least two (2) years of experience collecting Delinquent Taxes
• Intermediate Proficiency in MS Word and Excel

Equal Employment Opportunity Statement

The City of Richmond provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

The City of Richmond is committed to the full inclusion of all qualified individuals. As part of this commitment, the City of Richmond will ensure that persons with disabilities are provided with reasonable accommodations. If reasonable accommodations are needed to participate in the job application and/or the interview process, please contact Jessica McKenzie, Talent Acquisition Partner, Senior at (804) 646-4705 or by mail at Jessica.McKenzie@RVA.GOV.

This policy applies to all terms and conditions of employment, including recruitment, hiring, placement, promotion, termination, layoff, transfer, leaves of absence, compensation and training.

The City of Richmond Values Veterans-We are an Official V3 Certified Company.

With over 4,000 employees, the City of Richmond is an "Employer of Choice" among cities throughout the nation. The City strives to hire and retain employees who bring dedication and talent to the workforce. Offering a competitive, cost effective, and quality benefits package is one element of an "Employer of Choice".

The City offers a full range of benefit programs from initial hire through retirement. Please visit our Web site for details.