This is revenue collection work serving as an assistant manager of a major revenue collection operation. The employees in this class direct the activities of subordinates engaged in the billing, investigation, collection of revenues and interviewing of taxpayers and petitioners. Work includes ensuring appropriate protocol and standard operating procedures for the billing and collection of revenues. Work includes monitoring daily and weekly metrics in the areas of service, quality and performance, using specialized software to evaluate work and prepare reports. Employees ensure conveyance of a positive image and handle a large volume of revenue collections work in a friendly and professional manner. Work is performed under the general direction of an administrative superior.
ALLOCATING FACTORS: (The following conditions must be met for a position to be allocated to this class.)
Reviews recommendations from subordinates for billing adjustments; determines legality and appropriateness of such adjustments; approves all appropriate adjustments; refers more difficult or complex problems to superior for advice and decisions.THE POSITION IN THE WATER DEPARTMENT ONLY.
Oversees a 24/7 operation that receives phone calls for service, payment arrangements, billing inquiries and request for information.ALL POSITIONS:
Supervises the work activities of several units in the billing, investigation, collection, and/or delinquency enforcement for an assigned phase of a major revenue collection area; determines work load to be assigned each unit; checks work activities of each unit to determine problems being encountered and to ascertain that all policies and procedures are being followed; arranges shifts in personnel between units to fill vacancies; schedules vacations and leaves for subordinates.
Prepares and supervises training programs for new employees; prepares written and oral instructions to subordinates explaining all new or revised policies, procedures, laws, or ordinances.
Prepares recommendations for changes needed in operating procedures of section; submits such proposals to superior for discussion and approval.
Confers with taxpayers or their representatives on complex revenue collection problems or irregularities; explains the technical requirements of various laws, ordinances, policies and procedures; investigates complaints from citizens; determines and implements billing adjustments; drafts letters to affected citizens informing them of actions taken.
Ensures customer service metrics in the areas of quality, service and performance are met by subordinates; provides coaching and counseling to goals; develops individual training plans, when necessary.
Identifies any issues with current standard operating procedures, and makes recommendations on potential modifications to the superior; identifies training needs to ensure quality customer service; participates in the development of objectives for service, quality and performance measures; raises software issues as necessary.
Monitors service levels throughout the assigned shift; runs performance reports on a daily basis; highlights to superior any unplanned or unexpected variances.
Meets frequently with subordinate personnel both formally and informally to provide information, direction, and resolve problems; provides on-the-job instruction to subordinates on specific and detailed procedures and practices necessary to perform the job appropriately; informs staff on any change to the standard operating procedures.
Manages staff performance by recognizing superior work and identifying performance and/or behavior problems; takes corrective action as necessary; initiates disciplinary action as appropriate; meets with union representatives to provide information and resolve disputes; refers complicated and high-level issues and problems to superiors for resolution.
Identifies staff developmental areas appropriate for classroom or on-the-job training.
Prepares work schedules for subordinate staff through workforce management software and forecasting volume; plans and arranges coverage for sick leave and other types of leave; manages requests for all types of leave time; assigns overtime and maintains the overtime list.
Maintains a complement of external and internal communication source material for reference to appropriately service customer inquiries; follows appropriate contact protocols; attends training sessions as assigned to keep up-to-date on current communication equipment, processes and protocols; identifies data and various types of information that should be input into the system search and query function for agent access.
Performs related work as required.
Education equivalent to the completion of the twelfth school grade. AND
Two years of clerical experience giving information and eliciting information from the public, in person, by telephone or through an automated call distributor telephone system, or two years of fieldwork investigating tax and/or water/sewer delinquents and gathering facts in order to effect the collection of municipal revenues. AND
Two years of experience supervising employees engaged in high-volume utility or municipal revenue billing and/or collections or two years of experience supervising employees investigating tax and/or water/sewer delinquents and gathering facts in order to effect the collection of municipal revenues.
Any equivalent combination of education and experience determined to be acceptable by the Office of Human Resources that has included the specific experience described above.
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: EP17
Class Established: 3/53
Latest Spec. Revision:
CSC: 10/09, Ad Board: 11/09