Account Customer Service Specialist
About The Position
The Account Customer Service Specialist is a confidential position in the City of Bay City Fiscal Services Department. Under the direction of the Treasurer and Utility Customer Service Supervisor, the position conducts independent, complex research and collection work involving delinquent taxes and utility accounts. It develops, recommends, and implements solutions to complex account and customer service problems within assigned supervisory parameters. The role provides specialized support to the Treasurer/Utility Customer Service Department on customer accounts, Automatic Metering Infrastructure (AMI), and revenue collection. It may recommend policy and procedure changes and develop implementation methods. The position also performs accounting functions, including accounts receivable and payable, and prepares complex accounting reports.
Requirements
- Bachelor's degree with an emphasis in Business Administration, or at least one year of administrative experience that includes accounts receivable/payable, banking, cash handling, and accounting.
- Possess and maintain a valid State of Michigan Driver's License.
- Knowledge and skills in office and computer operations, word processing, spreadsheets, project management, and presentation software, including Microsoft Office applications, New World System, and BS&A.
- Strong 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, regulations, and department policies and procedures.
- Ability to problem-solve and communicate and listen effectively.
- Ability to work effectively under stress and changing work priorities.
- Ability to obtain information from relevant sources.
- Ability to maintain strict confidentiality.
- Ability to maintain a high level of attendance on scheduled days and times.
- Ability to take leadership and give directions to department employees.
- Ability to work tactfully and positively with coworkers, other City departments, and public and private entities.
Responsibilities
- Assist with and monitor collection of City revenues, including taxes, fees, utility service charges, permits, special assessments, and related sources; oversee issuance of City receipts.
- Monitor and assist with staff assignments related to City collection policies and procedures.
- Support daily receipt-balancing functions and make necessary bank deposits in approved depositories.
- Assist in resolving difficult customer service problems and tax and utility collection issues.
- Develop and recommend procedures to clarify standard practices, and design or improve forms to expedite procedures.
- Participate in meetings and present or gather data to support management administrative and operational decisions.
- Ensure proper procedures are followed and assist with complex customer inquiries about account status and rates.
- Provide Automatic Metering Infrastructure (AMI) support.
- Assist with and perform all duties of the Senior Shuts/Collection Clerk.
- Manage Red Flag Rules to help prevent possible identity theft or misuse of customer accounts.
- Assist the Treasurer with reporting and collection of Payment in Lieu of Tax (PILT), mobile home specific taxes, jeopardy tax assessments, and other taxes.
- Perform other job duties as assigned.
