Account Service Specialist

JOB CODE: 2023

PAY GRADE: 1150

SALARY RANGE: $30,680 - $52,231

LOCATION OF WORK
Finance Department

GENERAL DESCRIPTION
Under the direction of a higher classification, performs advanced and responsible work in providing critical customer service to taxpayers/customers regarding sales taxes and user fees. Work involves assisting taxpayers/customers with account inquiries, adjustments, registrations, payment arrangements, and service issues. Work involves assisting taxpayers/customers both in person and over the phone with account questions and determining resolutions to problems identified. Work is performed independently and is reviewed through productivity reports and public comments. Performs other work as requested.

ESSENTIAL WORK TASKS
Assists taxpayers/customers with account questions regarding billings, delinquent balances, account setup and closure, and other general questions. Processes business license applications and determines proper coding for filing frequency, location code, tax types to be filed, and business type; determines the applicability of special coding for alcohol licensing or if inclusion in certain other groups is required. Reviews account details to determine if accounts are eligible for adjustments, calculates adjustments due, and prepares paperwork to process the adjustments. Reviews and processes penalty waiver requests for delinquent accounts, corresponds with the taxpayer if additional information is needed, and makes a recommendation for supervisory approval or denial of the request. Reviews off accounts to determine if accounts with balances can be adjusted or refunded and corresponds with the customer if additional information is needed. Accepts payments, issues receipts, balances cash, and compiles daily cash activity. Reconciles collections to cashier reports/system documents and prepares bank deposits daily. Contacts taxpayers/customers regarding overdue balances and establishes payment plans for delinquent balances.

KNOWLEDGE, SKILLS, AND ABILITIES
Knowledge of tax laws and regulations. Knowledge of sewer user and solid waste user fee ordinances and regulations. Knowledge of basic mathematical procedures for calculations of taxes/fees on accounts. Knowledge of requirements for account setup and closure and the conditions under which an adjustment is necessary. Knowledge of modern office practices, procedures, and policies especially pertaining to form processing and record keeping. Ability to communicate effectively, both orally and in writing. Ability to communicate complex account issues to taxpayers/customers or their representatives. Ability to deal with difficult customers in a positive and diplomatic manner to resolve any problems identified. Ability to make responsible decisions in accordance with established policies and procedures. Ability to establish and maintain effective working relationships with management, staff, and the general public. Ability to apply good work habits such as punctuality, reliability, preciseness, and dependability in order to effectively complete assigned tasks and contribute to the smooth operation of the department and division.

MINIMUM REQUIREMENTS

NOTE:
The work examples described in this specification are intended only as an illustration of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from job performance requirements if the work is similar, related, or a logical assignment to the job.