Office Support Clerk III (REPOST)
About The Position
Revenue Services is the consolidated service counter for routine, high volume transactions for the City Hall campus. This moderately complex clerical position is responsible for assisting the public in a professional manner by conducting such tasks as processing payments, clarifying/resolving billing issues, initiating adjustments to accounts, processing requests for specific forms or services, providing financial and account information and answering questions pertaining to legislation, bylaws or Division policies and/or procedures. The Customer Service Representative (CSR) is expected to develop expertise in a wide range of subjects including but not limited to: property taxes, Empty Homes Tax (EHT), utilities, bylaw fines, business license renewals, dog licenses, residential parking permits, security alarm permits, commercial decals and miscellaneous accounts receivables. Incumbents may oversee the work of a small group of employees performing routine tasks.
Requirements
- Completion of Grade 12, supplemented by some accounting/business courses or an equivalent combination of training and experience.
- At least two years of customer service and cash handling experience required.
- Good working knowledge of office procedures, practices and equipment.
- Strong communication skills, excellent interpersonal skills to deal effectively with external and internal customers; able to retain composure in encounters with upset or hostile customers and be able to escalate as required;
- Able to understand financial information and interpret the same to customers; able to listen effectively and empathize with customers and be able to provide them with accurate and thorough information that satisfies their queries;
- Able to understand legislation, regulations and bylaws and convey the same to customers; demonstrated willingness to learn complex subject matter and quickly recall essential information;
- Proficiency with computers and programs such as MS Office (Outlook, Excel, Word); high processing/data entry speed; minimum keyboarding skill of 40wpm;
- Basic business arithmetic; accurate and attentive to detail; investigative aptitude; problem solving abilities.
- Able to work within established guidelines with little direct supervision;
- Must be willing to work at a computer terminal for extended periods of time.
Responsibilities
- Provides prompt and accurate responses to inquiries, issues and complaints (in person, by phone or in writing) from the general public by obtaining the pertinent information from various sources, including other City departments. Facilitates the resolution of billing and collection issues and clarifies and conveys the same to the enquirer.
- Accepts and processes payments in accordance with established Division policies and procedures, makes change and issues receipts. For mailed payments, use complex remittance processing hardware and software to scan, image and apply payments in bulk to accounts. Prepare cheque payments for deposit to bank.
- Compiles, checks, matches, researches and verifies source documents with payments in order to record, process, balance and reconcile transactions or reports in accordance with established divisional guidelines, policies and procedures
- Distributes additional reference materials or forms to customers as required with the use of multiple computer applications (Tempest, Amanda, Posse, ECP) or online services. Adheres to strict confidentiality standards when preparing or distributing sensitive documents or information.
- Understands detailed financial information, legislation, bylaws, policies and procedures and interprets the same to customers
- Reviews, accepts and processes complex applications
- Investigates payment and correspondence issues and escalates unresolved issues to the appropriate staff or departments
- Prepares supporting documentation for account adjustments based on advises and communications with customers and provides the general public guidance on online payment and application procedures
- Maintains performance standards and statistics
- Occasionally assists in contacting customers to make arrangements for payment
- Performs a variety of clerical tasks for senior Division staff
- May assist in the training of staff and provide direction to Office Support Clerk II’s engaged in a variety of routine office duties
- Completes special projects assigned by the supervisor
- Other duties/responsibilities as assigned
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
