Account Customer Service Specialist

City of Bay City

Full Time - Account Customer Service Specialist

Fiscal Services Department - Teamsters T214-NS

JOB SUMMARY

The following is intended as a brief description of the duties, responsibilities, and requirements of the position listed above and is not intended to be all encompassing or all-inclusive.

Under the direction of the Treasurer and Utility Customer Service Supervisor. This is a confidential position which exists to perform independent, complex, and aggressive research for collections on delinquent taxes and utilities within supervisory assigned parameters of the Treasurer/Utility Customer Service Department.

Responsible for projecting, justifying, recommending, and implementing solutions to a variety of complex account and customer service problems.

Daily work assignments are to provide the Treasurer/Utility Customer Service Department with specialized assistance to resolve a variety of complex customer service problems related to customer accounts, Automatic Metering Infrastructure, and revenue collection, which will include recommending changes in policies, procedures and developing methods for implementation. Performs various accounting functions, such as accounts receivable and payable. Work also involves preparation of complex accounting reports.

An employee in this position may be called upon to do any or all of the following essential functions. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or logical assignment to the class. To perform this job successfully, an individual must be able to perform each essential function satisfactorily.

1. Assists and monitors the collection of all City revenues including taxes, fees, utility service charges, permits, special assessments, and related sources; oversees the issuance of City receipts.
2. Monitors and assists various staff assignments, including but not limited to, city collection policies and procedures.
3. Provide support for daily functions of balancing receipts and making the necessary bank deposits in approved depositories.,
4. Assists in the resolution of difficult customer service problems and collection issues related to tax and utilities.
5. Be able to develop and recommend procedures to clarify or describe standard practices; design or improve forms to expedite procedures.
6. Participate in various meetings and present and/or gather data to assist management in making administrative and operational decisions.
7. Ensures proper procedures are followed and assists in complex customer inquiries regarding account status and rates.
8. Provides Automatic Metering Infrastructure (AMI) support.
9. To assist and perform all duties of the Senior Shuts/Collection Clerk.
10. Manage Red Flag Rules to prevent possible identity theft or the misuse of customer accounts.
11. Assists Treasurer with the reporting and collection of Payment in Lieu of Tax - PILT, mobile home specific taxes, jeopardy tax assessments and other taxes.
12. Performs other job duties as assigned.

• Knowledge and skills in office and computer operation and word processing, spreadsheets, project management and presentation software including but not limited to Microsoft Office applications, New World System and BS&A.
• High degree of verbal and written communication skills including report writing, telephone etiquette and public presentation skills. Knowledge and application of pertinent federal, state, and local laws, codes and regulations as well as department policies and procedures.
• Ability to problem solve with good communication and listening skills.
• Ability to work effectively under stress and changes in work priorities.
• Ability to obtain information from all relevant sources
• Ability to maintain strict confidentiality.
• Ability to maintain a high level of attendance on the days and times scheduled.
• Ability to take leadership and give directions to employees of the department.
• The ability to work tactfully and in a positive manner with co-workers, other city departments and other public and private entities.
• Bachelor's degree with an emphasis in Business Administration or a minimum of one (1) year experience in an administrative capacity which includes accounts receivable/payable, banking, cash handling and accounting experience
• Possess and maintain a valid State of Michigan Driver's License

Please see full job description for more information.