CITY OF PHILADELPHIA PERSONNEL DEPARTMENT

2B02
COLLECTION CUSTOMER REPRESENTATIVE

Specialties
(General ) (Bilingual ) (Legal )

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.)


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 and water customer accounts; 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.

  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.

LEGAL SPECIALTY

  Performs the duties above in the Law Department; attends Municipal Court Hearings held by Trial Commissioners, as the Law Department's Legal Representative for Water and Revenue, in this court action.


REQUIRED KNOWLEDGE, SKILLS AND ABILITIES


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 11/07.)

PHYSICAL AND MEDICAL REQUIREMENTS

Ability to physically perform the duties and to work in the environmental conditions required of a position in this class.


PAY RANGE: 11

Class Established: 9/57

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

CSC: 6/07, Ad Board: 6/07

Latest Spec. Revision:
CSC: 10/07, Ad Board: 11/07

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END OF JOB CLASS SPECIFICATION - 2B02