COLLECTION REPRESENTATIVE SUPERVISOR

General Definition

This is supervisory collection work of water/sewer bills and tax payments for the City. Employees in this class plan, assign and review the work activities of a group of collection representatives, clerical staff and/or tax assessors engaged in the collection of current and delinquent water/sewer bills, real estate, business and other taxes, and the determination of tax liabilities, interests and penalties. Work includes explaining the city’s tax ordinances and regulations, and the computation of charges, interests and penalties to debtors and/or their representatives. Employees in this class perform a variety of clerical duties and may supervise and directly engage in the identification of debts owed, assessment of debtor ability to pay, negotiation of repayment plan and the pursuit of legal enforcement measures.. Contact with the general public, attorneys and court officials is a significant aspect of the work. Work is performed under the general supervision of an administrative superior.

Allocating Factors:

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

Positions must plan, assign and review the work activities of a group of collection representatives, clerical staff, and/or tax assessors engaged in the collection of current payments and delinquent water/sewer, real estate, business and other taxes, and the determination of tax liabilities, interests and penalties.
Positions must explain the City’s tax ordinances and regulations, and the computation of charges, interests and penalties to water/sewer, real estate, business and other debtors and/or their representatives, and perform a variety of clerical duties related to the collection of water/sewer bills and tax payments.
Positions must be located in the Revenue, Water or Law Departments.

Typical Examples Of Work (Illustrative Only)

Plans, assigns and reviews the work activities of a group of collection representatives, clerical staff and/or tax assessors engaged in the collection of current payments and delinquent water/sewer bills, real estate, business and other taxes, and the determination of tax liabilities, interests and penalties; generates current and delinquent water/sewer, real estate and business tax accounts; reviews requests for waivers, agreements, deed changes, adjustments, grants, discounts and referrals; monitors and reviews employees’ work activities, including written work and processes to identify areas for new processes, automation, or evaluation; coordinates the preparation of reports; interprets laws, regulations, ordinances, and codes to subordinates and the general public; ensures that current and delinquent tax accounts and various requests are processed in accordance with the city tax ordinances and regulations.
Validates and verifies delinquent taxpayer accounts and information; reviews and distributes work to subordinate staff; checks on status of work assigned to subordinate staff; redistributes work when necessary to maintain specific levels of collections; schedules collection hearing for subordinate Collection Representatives.
Performs a variety of clerical duties related to the collection of current payments and delinquent water/sewer, real estate and business tax accounts; answers calls; responds to correspondence pertaining to delinquent water/sewer, real estate and business tax accounts; researches sources of taxpayer liabilities; resolves difficult tax accounts; collects and processes delinquent tax payments; compiles various reports for management review.
Reviews disposition of cases to ascertain that established procedures and methods of collection are being followed; trains and instructs employees in the provisions of, and interpretation of tax ordinances and regulations, the techniques of interviewing, computations and adjustments, and setting up of deferred payments.
Interviews debtors and/or their representatives to settle out of court cases where suitable deferred payment agreement cannot be reached; refers unresolved cases for prosecution; may file code enforcement complaints against delinquent taxpayers and water customers with the municipal and common pleas courts.
Supervises the conduct of hearings, or prosecutorial action; directs and instructs representatives regarding testimony in response to subpoenas.
Supervises the research of delinquent water and sewer accounts and the preparation of supporting documentation for cases to be adjudicated; reviews documentation prior to presentation of court case; confers with subordinates about court cases to ensure adherence to applicable laws and regulations; handles the more complex and difficult billing and collection disputes; confers with water customers and their representatives to explain technical aspects of regulations and policies.
Receives and reviews special collections and appeals requests from departmental administrators or city attorneys; confers with superior to determine scope and methodology for special revenues collection projects; confers with subordinates to ensure that court decisions are executed in conformance with legal administrative requirements; monitors the progress of enforcement activities by subordinates; acts as liaison with city attorneys regarding water revenue policies and procedures.
Recommends and refers cases to field investigations where contact with the customer or taxpayer cannot be made, where prosecution action is anticipated or where sufficient financial information cannot be obtained from the interview.
Prepares status reports on delinquent tax cases resolved, collections/payments processed or received, and unit performance.
Performs related work as required.

Required Knowledge, Skills And Abilities

Knowledge Of:

interviewing principles and techniques.
business English, spelling and arithmetic.
methods and procedures analysis as applied to clerical procedures and practices.
departmental functions and organization.
provisions and interpretations of a variety of ordinances and regulations as they apply to job assignment.
the laws, ordinances, regulations and policies pertaining to water revenue collection enforcement
the methods and techniques used in billing and collection activities.
the clerical procedures necessary to prepare cases for court, to generally facilitate the work of the court, and to implement the decisions of the courts.
the functions of various administrative boards or courts, such as Tax Review Board, and Municipal and Common Pleas Courts
investigative methods and techniques.
Computer software and systems used in the collection of payments of water/sewer bills, real estate, and business taxes.
uses and applications of current software.

Skill In:

making varied arithmetic computations with speed and accuracy.
eliciting information quickly and easily and in giving information clearly and concisely.
researching sources of taxpayer liabilities

Ability To:

supervise employees performing a variety of collection activities.
interpret and apply ordinances, laws, rules and regulations as they apply to job assignment.
enforce procedures for collection of delinquent water and sewer bills
review decisions and recommendations concerning continuances, withdrawals, appeals, conditional fines, and settlements for conformance with departmental regulations and policies, and applicable laws and regulations
express and present ideas effectively, both orally and in writing.
resolve complex billing and/or payment arrangements.
evaluate financial information to determine ability of taxpayers or customers to make required payments on accounts.
establish and maintain effective working relationships with associates, court representatives, city attorneys, departmental administrators, taxpayers and customers.

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 3/11.)

Education

Completion of the twelfth school grade AND

General Experience

Three years of clerical experience. AND

Specific Experience

Two years of experience collecting delinquent taxes or utility bills, which shall have included explanation of the appropriate ordinances and regulations, establishment of agreements for payment and follow-up to effect collection of bills, and delinquencies. AND

Note:

The following City classes typically meet the specific experience requirements.

2B02- Collection Customer Representative
2B18- Revenue Collection Representative

OR

Any equivalent combination of education and experience determined to be acceptable by the Office of Human Resources.

NOTE:

Selective Factor Certification may be utilized, as needed, to fill specific positions.

In accordance with Civil Service Regulation 11.032 - Selective Factor Certification - the appointing authority may request certification of eligible candidates with specified experience to fill specific positions in this class. Certification to fill supervisory positions involved in collection enforcement work will be made from the two highest ranking eligible candidates on the eligible list who possess experience representing the Water Revenue Bureau in court matters pertaining to delinquent water and sewer bills.

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:

EP13

Class Established:
- 3/61
Previous Spec. Revision:
- CSC: 2/96, Ad Board: 9/77
Latest Spec. Revision:
- CSC: 2/11, Ad Board: 3/11

MAR/JL

City Of Philadelphia Office Of Human Resources

2B04