Director of Exemptions & Remittance

City of New York • Corona, NY

5d

About The Position

NOTE: Only those serving in the permanent civil service title of Administrative Staff Analyst will be considered for an interview. The NYC Department of Environmental Protection (DEP) enriches the environment and protects public health for all New Yorkers by providing 1.1 billion gallons of high quality drinking water, managing wastewater and stormwater, and reducing air, noise, and hazardous materials pollution. DEP is the largest combined municipal water and wastewater utility in the country, with nearly 6,000 employees. DEP's water supply system is comprised of 19 reservoirs and 3 controlled lakes throughout the system’s 2,000 square mile watershed that extends 125 miles north and west of the City. The Bureau of Customer Services (BCS) oversees the production and collection of water and wastewater bills along with all the work required to maintain our citywide network of meters and meter reading devices. BCS serves approximately 836,000 customers and collects over $4.5 billion in revenue each year. The Bureau of Customer Services (BCS), Exemption and Remittance Unit, is seeking an experienced candidate for the position of Director of Exemptions and Remittance. Under direction of the Senior Director of Customer Operations, with considerable latitude for independent judgment and decision, the selected candidate will be responsible for overseeing staff responsible for reviewing Exemption applications and determining if they should remain on the exempt rate or be revoked. In the case of new applications, staff will determine whether to grant or deny a customer’s application for a water and wastewater exemption. In addition, the selected candidate will be responsible for the daily operation of the Remittance Unit. In that capacity, the employee is responsible for overseeing staff's processing of customer payments, recording and tracking all incoming payments received from various sources and supporting online payment functions. The selected candidate will be responsible for day-to-day financial and other BCS/UMAX billing system transactions completed by both units and will conduct quality assurance reviews of completed transactions; ensuring that all transactions conform to established Water Board rules and regulations, and tasks performed conform to existing and revised bureau policies and procedures. The candidate will also provide recommendations for process and policy improvements and oversee unit interactions with customers, their authorized representatives and elected officials (when applicable). The selected candidate will be responsible for assigning and delegating work assignments to staff, monitoring time and leave usage, conducting probationary and annual performance evaluations; coaching and providing feedback to staff and other supervisory responsibilities.

Requirements

• Management and supervisory experience relevant to the responsibilities of this position.
• Excellent organization, presentation, critical and analytical thinking, communication, and problem solving skills.
• Ability to troubleshoot issues and communicate effectively.
• A strong understanding of the Bureau of Customer Services’ business processes and how they are executed within the UMAX system.
• Proven ability to prioritize work for others and to meet deadlines.
• Ability to establish and maintain effective working relationships with team members, supervisors, and employees from other groups.
• A vision for how to build a culture of continuous improvement within an organization.

Responsibilities

• Overseeing staff responsible for reviewing Exemption applications and determining if they should remain on the exempt rate or be revoked.
• Determining whether to grant or deny a customer’s application for a water and wastewater exemption.
• Responsible for the daily operation of the Remittance Unit.
• Overseeing staff's processing of customer payments, recording and tracking all incoming payments received from various sources and supporting online payment functions.
• Responsible for day-to-day financial and other BCS/UMAX billing system transactions completed by both units and will conduct quality assurance reviews of completed transactions; ensuring that all transactions conform to established Water Board rules and regulations, and tasks performed conform to existing and revised bureau policies and procedures.
• Provide recommendations for process and policy improvements and oversee unit interactions with customers, their authorized representatives and elected officials (when applicable).
• Responsible for assigning and delegating work assignments to staff, monitoring time and leave usage, conducting probationary and annual performance evaluations; coaching and providing feedback to staff and other supervisory responsibilities.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Number of Employees: 101-250 employees