Licensing Coordinator

City of Boulder

2d•$24 - $34•Hybrid

About The Position

Under general supervision, the Licensing Coordinator supports a range of core Licensing Programs within the Planning & Development Services department including Long Term Rental License, Short Term Rental License and Contractor License. All licensing team members are expected to become subject matter experts regarding program needs and provide cross-functional support. This position processes and verifies applicant materials, ensures program and code requirements are met, collaborates across divisions, conducts data analysis, implements programmatic municipal code updates, and provides excellent customer service through the lens of operational excellence.

Requirements

Ability to assume responsibility, to prioritize and resolve problems, to pay close attention to detail, to coordinate tasks to completion, to provide quality control for responsiveness and customer satisfaction.
Ability to demonstrate resiliency and flexibility to support changing work priorities and be a strong team player.
Ability to demonstrate strong organizational skills and attention to detail.
Ability to maintain high level of confidentiality and professionalism.
Ability to meet deadlines and to complete tasks while working in a fast paced, dynamic environment.
Ability, interest and desire, with strong customer service skills, to communicate courteously and effectively with the public and city staff both in person and over the telephone; must be courteous, patient, and personable when working with the public.
Skill in and experience using spreadsheet software and accuracy with data entry and analysis.
Skill in creating and delivering effective communications.
Valid Driver’s License and ability to maintain an acceptable motor vehicle record.
Have and maintain acceptable background information, including criminal conviction history.
Associate’s degree; or equivalent of four (4) years of progressively responsible related experience may substitute for the education requirement only.
One (1) year of experience.

Nice To Haves

Ability to demonstrate advanced Excel skills for data cleaning, data manipulation, and data analysis, such as lookups, pivot tables, conditional formatting, and nested formulas.
Ability to demonstrate experience working in a regulatory environment.
Ability to demonstrate financial processing experience.
Knowledge of process improvement initiatives.
Skill in and experience with the following: MS Power BI, MS Bookings, GoGov, Tyler EnerGov, Tyler Munis, Adobe.
Government experience.

Responsibilities

Administer multiple license programs within Planning and Development Services.
Serve as lead to one or more license programs, while maintaining expertise and providing support for associated programs.
Validate and process application materials for license approvals while ensuring program compliance, accuracy of data, coordination with impacted workgroups, analysis of compliance with related municipal codes and timely follow-up communication with customers
Proactively research and resolve employee and customer questions and concerns.
Identify common pain points to improve education, navigation and access, and the overall customer experience
Maintain all license data in the Land Management Database, ensure accuracy of documentation, audit and import case data, and rigorously test to validate data, configuration, and workflows
Analyze code requirements to determine appropriate path for customer application and inform customer of additional process steps needed to obtain compliance.
Ensure program compliance by partnering with Code Enforcement staff and other workgroups to encourage compliance with related ordinances.
Prepare and maintain business process documentation.
Perform innovative practices and solutions for process improvements and efficiencies.
Organize and maintain records.
Communicate effectively and with a high degree of professionalism, including the communication of sensitive information, in internal city and public meetings both virtually and in-person.
Model effective and efficient communication and customer service with the public and city staff by following the P&DS Customer Interaction and Communication Guidelines and the citywide Customer Experience Principles.
Conduct data analysis and research to support department license programs.
Apply various data gathering and interpretation techniques and use a range of analysis tools and best practices to report on program performance.
Performs calculations to develop trends, breakdowns, and other comparisons.
Research comparative data from peer cities and organizations for program effectiveness.
Research historical records and gathers information from a variety of reports and sources.
Evaluate records and policy decisions and coordinate with related workgroups to summarize impacts to license programs.
Collaborate with senior staff to collect, analyze and communicate data and information via data spreadsheets or dashboards.
Prepare information summaries from various sources and communicate to internal and external stakeholders with exceptional written and verbal skills in a timely manner.
Provide excellent service to internal and external customers.
Demonstrate compassionate communication skills, evaluate issues and possible solutions, help resolve problems when appropriate, work with managers to address systematic problems, and ensure others in the city organization receive the necessary licensing-related training and tools to conduct their duties effectively.
Recognize the needs of team members and communicates in a direct, specific, and effective manner.
Incorporate feedback from others to continuously develop and improve.
Identify high priority work issues and items regarding department tasks and coordinate a prompt response; may delegate requests or questions to appropriate staff and/or prepare a response; track and manage the flow of information and responses for the work area.
Remain aware of issues requiring special attention in response to City directives; follow up with appropriate staff to assure that issues are addressed in a timely manner.
Act as an information resource for departmental staff and assist staff with the research and development of special projects including participating in and/or managing on-going departmental projects.
Respond to and resolve minor issues and complaints; perform research projects and prepare and modify written materials such as correspondence, memos; edits, proofreads, corrects grammar, and originates brief written materials.
Facilitate and participate in meetings, open house information sessions, and community events supporting the department and programs, utilizing both virtual and in-person platforms.
Perform related duties as required to meet the needs of the city.
Operate office equipment, including typing, editing, formatting, copying, and printing documents.
Take proper safety precautions to prevent accidents.
Responsible for the safety of self, others, materials, and equipment.
Use all required safety equipment and follows all safety regulations, policies, and procedures.
Report all accidents and damage to city property.
Know and comply with all city and department policies; participate in professional trainings and development; and adhere to attendance and workplace attire policies.