Financial Customer Service Representative

Anne Arundel County • Anne Arundel County, MD

3d • Hybrid

About The Position

Anne Arundel County Government is hiring a full-time, permanent Financial Customer Service Representative within the Office of Finance. During the probationary period, the hybrid role requires on-site work Monday through Friday. This is customer service work at the full performance level, responding to inquiries and complaints from the general public. The position answers telephone calls, serves walk-in customers, and processes mail and deeds. Work is performed with general supervision, with stable assignments carried out according to defined policies and procedures. The employee is expected to provide professional, quality service to the public, with extensive and important public contact.

Requirements

• Graduation from high school.
• Four or more years of experience in public contact work involving complaint and problem-solving situations.
• Knowledge of modern office practices, procedures, and equipment.
• Knowledge of departmental rules, regulations, procedures, and functions.
• Knowledge of basic business English, spelling, and arithmetic.
• Ability to use good judgment in determining appropriate procedures or courses of action.
• Ability to establish and maintain effective working relationships with associates and departmental employees.
• Ability to communicate effectively and courteously, orally and in writing, with the public, including in complaint and enforcement situations.
• Proficient computer skills and the ability to learn new software.
• Ability to operate basic office and maintenance equipment and software.
• Completion of a thorough background check is required.

Nice To Haves

• College-level coursework in public or human relations or a related field.
• Experience with county, state, or federal utility billing practices.
• Two or more years of experience with MUNIS and MAINFRAME systems or similar systems.
• Experience with county, state, or federal meter services and procedures.
• Two or more years of experience working in an inbound call center Automatic Call Distribution (ACD) environment.
• Experience with deed processing and thorough knowledge of utility and tax billing.
• Intermediate or higher-level MS Word and Excel experience.
• Spanish/English bilingual speaking experience.

Responsibilities

• Provide full service to the public regarding real estate taxes, water and sewer bills, front-foot assessments, and personal property/corporation tax bills.
• Receive and respond to telephone calls and provide service to walk-in customers.
• Process mail, including preparing duplicate bills, writing letters, and updating files.
• Receive and process deeds by researching billing files and certifying that liens are satisfied or preparing duplicate bills.
• Maintain files and correspondence, record statistics, and complete follow-up work to process customer requests and provide management information.
• Process payment refunds and payment transfers for overpayments and misapplied payments.
• Work with customers to resolve billing issues and process adjustments, if applicable.
• Perform other duties as assigned or required.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED