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JOB SUMMARY
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Provide excellent customer service under the direct supervision of a higher classified employee and within a team of coworkers. Maintain a high degree of accuracy and demonstrate a thorough understanding of Office operations, policies, procedures, and relevant State law. Provide customer service to the public and other County departments by processing payments, balancing daily cashout, identifying and matching deposits, answering questions over the phone and in-person, preparing bank deposits, and performing other receipting tasks. Prioritize responsibilities with input from supervisors and coworkers. Make recommendations and assist in procedure implementation. Initially under close supervision, employees gradually receive more complex assignments and work more independently as experience is gained.
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EXAMPLES OF DUTIES
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Essential Duties:
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Provide prompt, accurate, culturally sensitive, and polite assistance to the public. Answer inquiries by telephone, mail and at the counter regarding balances due, payments, deadlines, and departmental procedures.
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Gain an understanding of the complex deadlines, fees, and interest charged to delinquent taxpayers in order to answer customer questions and explain complex processes.
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Process customer payments received in person, online, over the counter, over the phone, and by mail. Make change and prepare requests for overpayment refunds. Research and create receipts and other transactions in various computer applications and portals, including, but not limited to Munis ERP financial system, Tyler Cashiering, BS&A tax software, online dog licensing, and online deed portals. Balance daily register and make bank deposits.
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Demonstrate adherence to payment handling policies and procedures. Safeguard banking, financial, and personal information according to Office policies and PCI compliance requirements.
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Work within a team of coworkers to balance priorities, share the workload, and provide information and training support toward common goals.
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Promote a culture of teamwork by training new employees and colleagues in relevant departmental and county procedures, operation of specific computer applications, and related work.
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Interact with customers who may be experiencing emotional situations. Determine proper course of action to limit confrontation and physical danger to self, colleagues, and bystanders.
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Handle customer complaints in an efficient and effective manner, involving other team members and management staff as needed.
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Process daily cash out, ensuring cash receipts balance with cash register and system reports. Troubleshoot and resolve discrepancies.
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Read and interpret tax and financial system reports.
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Recognize opportunities to link customers to internal and external social work partners and offer customers facing forfeiture direct assistance in understanding the delinquent tax process.
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Process deed tax certifications for individuals and title companies; manage workflow through various online title company portals; verify parcel descriptions and property tax payment status using BS&A software; work with Register of Deeds and Equalization Department to resolve any issues that arise.
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Process dog license applications from residents by phone, mail, over the counter, or online.
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Contribute to improvements in customer service delivery by assisting in implementation of procedural changes.
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Assist with testing and procedural changes as new versions of accounting, property tax, cashiering, and other software upgrades are implemented.
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Research, compile, and summarize data and prepare information for reports, statistics, and marketing materials.
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Demonstrate a commitment to a safe work environment by following Office and building safety procedures.
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Provide liaison support such as phone, facility, technology, web, safety, or other committee duties as assigned and as a representative of the County Treasurer.
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Represent elected Treasurer in interactions with the public, colleagues, and other County departments.
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Perform other financial or clerical tasks and related duties as assigned.
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The above statements are intended to describe the general nature and level of work being performed by employees assigned this classification. They are not to be construed as an exhaustive list of all job duties performed by personnel so classified.
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EMPLOYMENT QUALIFICATIONS
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Knowledge, Skills, and Abilities:
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Policies, procedures, and regulations related to the Office
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Principles of work organization, coordination, prioritization, and team work
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Payment Handling Procedures
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Customer Service Standards
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Communicate effectively and clearly in both oral and written English
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Basic fiscal, accounting, and financial record-keeping principles and practices
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Computer software related to the work, including but not limited to Microsoft Office products, website resources, BS&A Tax, PREA, and Assessing modules, online title company portals, Tyler Cashiering, Munis Enterprise Resource Management financial systems and other specialized billing/payment computer applications.
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Performing mathematical calculations with speed and accuracy.
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Setting priorities, coordinating multiple projects, meeting critical deadlines, and following up on work with minimal supervision.
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Using sound, independent judgment, tact, discretion, and initiative within established policy and procedural guidelines.
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Working cooperatively in a team setting: establishing and maintaining effective working relationships, demonstrating positive communication, prioritizing work for timely completion, and balancing of leave time with team members.
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Providing quality customer service under varied and stressful circumstances, including effectively handling difficult customer situations.
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Proficiently operating standard office equipment (computer, calculator, printers, copiers and related software applications) with sufficient speed and accuracy to perform the required work.
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LICENSES/CERTIFICATIONS
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New employees must achieve payment handling certification within 6 months of employment to ensure the County conforms to PCI compliance requirements.
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PHYSICAL DEMANDS
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Duties require the ability to work in a typical office setting:
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use standard office equipment, including a computer,
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sit and/or stand at a desk and customer service counter,
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and communicate orally over extended periods of time
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may require employee to lift, carry, or otherwise move items weighing up to 25 pounds.
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These requirements may be accommodated for otherwise qualified individuals requiring and requesting such accommodations.
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MINIMALLY QUALIFIED
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For hiring, promotion, bumping, or otherwise filling a position, Minimal Qualifications include passing Treasury assessment test(s) designed for the job duties to the satisfaction of the Treasurer.
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EDUCATION
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Training or specialized knowledge regarding financial transactions required. Equivalent to the completion of two years of college, business, or technical school training in a related field is required.
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EXPERIENCE
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A minimum of two years of cashiering, receipting, or receivables experience required. Six-month probationary period.
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This class description intends to identify the major duties and requirements of the job and should not be interpreted as all inclusive. Incumbents may be requested to perform job-related duties other than those outlined above and may be required to learn additional job-specific knowledge for successful performance.
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FILING DEADLINE: 6/6/23
CONTROL NUMBER: 2305-1800-1656-0004
AN EQUAL OPPORTUNITY EMPLOYER
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