Revenue Customer Service Representative

Description:

The Finance Department provides financial leadership, advice and support to the Corporation and assists with the delivery of Council’s Strategic plan through its four essential services: accounting services, corporate finance, procurement and revenue management. The department's main deliverables include the audited financial statements, coordinating the annual business plan and budget, treasury and debt management, procurement administration and support, property tax revenue management, and water and wastewater revenue management.

The Revenue Customer Service Representative (CSR) provides expert customer service to property owners, tenants, developers, lawyers and financial institutions, and is the first point of contact in customer escalation after the City’s Service Barrie team. The Revenue CSR is responsible for supporting all aspects of work relating to property taxation, water/wastewater/stormwater billing and collection for the Revenue Branch. The Revenue CSR responds to escalated customer inquiries or concerns regarding billing, payments, services and/or account information. The Revenue CSR will assist customers when required to complete applications relating to property taxation, water/wastewater/stormwater, locate and provide information, research and offer alternative solutions or resolve their concerns through the appropriate corrections or adjustments to their account. The Revenue CSR will act in accordance with provincial legislation, the City’s by-laws, guidelines, and policies under the direction of the Supervisor of Revenue.

The Revenue CSR maintains the master account billing databases for property taxation, water/wastewater/stormwater by following standard policies and procedures and prepares any necessary changes or adjustments to customer accounts for approval by the Supervisor. The Revenue CSR records details on customers interactions in the property tax, and water/wastewater/stormwater account profiles including comments and actions taken for records management. Revenue CSR processes, maintains and analyses the pre-authorized payment programs, mortgage company payment plans, post-dated cheques and the collection functions.

Our Culture and Qualifications of the Job

Corporate Culture

• Your workplace values align with our corporate values of Strive, Share and Care and you want to join us in providing exceptional services and programs to build a prosperous, growing and sustainable community

Education (degree/diploma/certifications)

• Two (2) Year College Diploma in Business, Accounting, Office Administration or a related discipline; and
• Completed or willing to complete the Municipal Tax Administration Program (MTAP) through the Ontario Municipal Tax Revenue Association (OMTRA) (3 units); and/or
• Completed or willing to complete the Municipal Administration Program (MAP) through the Association of Municipal Managers, Clerks and Treasurers of Ontario (AMCTO) (4 units)

Experience

• Two (2) years of experience performing duties related to the major responsibilities, including:
  • demonstrated experience in an accounts receivable and/or billing environment

Knowledge/Skill/Ability

• Working knowledge of the following legislation, regulations, and/or requirements:
  o Assessment Act
  o Municipal Act
• Working knowledge of the following:
  o Public administration, municipal finance, and property taxation principles and practices
  o Municipal Property Assessment Corporation (MPAC) and Municipal Connect
  o Municipal utility billing, collection, and customer service practices
• Advanced interpersonal and customer service skills with the ability to interact effectively with all municipal staff, residents, and other agencies
• Strong analytical skills, attention to detail, data-entry, retrieval, and keyboarding skills
• Ability to prioritize and manage multiple tasks
• Intermediate oral and written communication skills
• Intermediate organization and problem-solving skills
• Ability to work effectively as part of a team
• Ability to maintain discretion and confidentiality of information is essential
• Basic knowledge of accounting principles and practices and proficiency in mathematics
• Knowledge in the use of general office equipment, standard office software and property tax, water, wastewater, and stormwater billing software
• Proficient in the use of Microsoft Office Suite software (Excel, Outlook, PowerPoint, and Word) is required