Manager, Customer Support Unit

City of New York • New York, NY

1d • $91,709 - $91,709 • Hybrid

About The Position

The NYC Department of Finance (DOF) is responsible for administering the city's tax laws efficiently and transparently, aiming to foster public confidence and encourage compliance while delivering exceptional customer service. The Customer Operations Division oversees various business centers and divisions, handling tax and violation payments, property transfers, and enforcement activities. The Collections Division specifically manages the full lifecycle of enforcement for unpaid business taxes, parking fines, and Environmental Control Board summonses, employing negotiation and various collection tools. The Customer Support Unit is seeking an experienced professional with debt collection and supervisory experience to lead its front-office operations. This role focuses on enhancing revenue collection, improving customer satisfaction, and reducing resolution times. The ideal candidate will strengthen, stabilize, and guide the unit, promoting operational excellence, accountability, and continuous improvement.

Requirements

• Permanent in the Administrative Manager Civil Service Title or reachable on the promotional exam no. 1552.
• Include Employee Identification Number (EIN) when applying.
• Indicate permanent Civil Service Title or list no. for exam no. 1552 in cover letter.
• A baccalaureate degree from an accredited college and four years of satisfactory, full-time progressively responsible clerical/administrative experience requiring independent decision-making concerning program management or planning, allocation for resources and the scheduling and assignment of work, 18 months of which must have been in an administrative, managerial, executive or supervisory capacity. The supervisory work must have been in the supervision of staff performing clerical/administrative work of more than moderate difficulty.
• OR An associate degree or 60 semester credits from an accredited college and five years of satisfactory, full-time progressively responsible experience as described above, 18 months of which must have been in an administrative, managerial, executive or supervisory capacity. The supervisory work must have been in the supervision of staff performing clerical/administrative work of more than moderate difficulty.
• OR A four-year high school diploma or its educational equivalent and six years of satisfactory, full-time progressively responsible experience as described above, 18 months of which must have been in an administrative, managerial, executive or supervisory capacity. The supervisory work must have been in the supervision of staff performing clerical/administrative work of more than moderate difficulty.
• OR Education and/or experience equivalent to the above, but all candidates must possess the 18 months of administrative, managerial, executive or supervisory experience as described above. Education above the high school level may be substituted for the general clerical/administrative experience (but not for the administrative, managerial, executive or supervisory experience) at a rate of 30 semester credits from an accredited college for 6 months of experience up to a maximum of 3½ years.

Nice To Haves

• Experienced and result-driven professional with debt collection and supervisory experience.
• Strong management skills.
• Exceptional communication abilities.
• Proven track record of fostering collaboration with staff, internal stakeholders, and external partners to achieve successful debt resolution outcomes.

Responsibilities

• Provide strategic leadership and day-to-day management of the Customer Support Unit, ensuring efficient operations and achievement of performance objectives.
• Manage the resolution of a high volume of inbound and outbound customer communications, ensuring timely and effective responses that support revenue collection goals.
• Create, enhance, and oversee the Business Tax Collections System (BTCS) training programs specifically tied to the unit's function.
• Oversee the investigation and resolution of account discrepancies and debt-related issues, ensuring compliance with applicable policies, procedures, and regulations in reference to parking, Environmental Control Board (ECB), and business tax judgment debt.
• Ensure the delivery of exceptional customer service while conducting debt collection activities in a professional, respectful, and compliant manner.
• Prepare and present reports on unit performance, collections activity, customer service trends, and operational initiatives for management.
• Work with debtors to secure full payment, new payment agreement streams and/or the best step in collecting the past due amount.

Benefits

• This position may be eligible for remote work up to 2 days per week, pursuant to the Remote Work Pilot Program agreed between the City and the Collective Bargaining Unit representing employees serving in the civil service title.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager