Customer Service Rep

IMPORTANT NOTE: CANDIDATES MUST BE PERMANENT IN THE CLERICAL ASSOCIATE CIVIL SERVICE TITLE OR ARE REACHABLE ON THE CURRENT CLERICAL ASSOCIATE OPEN COMPETITIVE EXAM NO. 3120.

PLEASE INCLUDE YOUR EMPLOYEE IDENTIFICATION NUMBER (EIN) WHEN APPLYING AND INDICATE IN YOUR COVER LETTER YOUR PERMANENT CIVIL SERVICE TITLE OR INDICATE YOUR LIST NO. FOR EXAM NO. 3120.

NYC Department of Finance (DOF) is responsible for administering the tax revenue laws of the city fairly, efficiently, and transparently to instill public confidence and encourage compliance while providing exceptional customer service.

DOF’s Customer Operations Division has oversight of the Department of Finance Business Centers, City Register’s Office, and the Land Records, Adjudication, and Collections divisions. Customer Operations is charged with the processing of tax payments, parking violations payments, and all other charges collected by DOF. The division is also responsible for recording property transfers, adjudicating parking and camera

violations, and managing the full life cycle of the department’s enforcement activities related to unpaid business and excise taxes, parking fines, and Environmental Control Board summonses.

DOF’s Business Centers, one in each of the five of boroughs, are responsible for communicating amounts due for the processing of tax payments, parking violation payments, and all other charges collected by the department, as well as maintaining quality control of department records and delivering exceptional customer service to individuals seeking information on making payments. The Business Centers issue releases for individuals whose vehicles have been impounded, enroll customers in payment agreements, and help customers prepare for parking ticket hearings.

The Bronx Business Center is seeking a dedicated, detail-oriented individual to serve as a Customer Service Representative. Reporting to the Borough Supervisor, the selected candidate’s duties and responsibilities will include but not be limited to the following:

• Greeting customers, answering inquiries, and asking questions to determine the purpose of the customer's visit. • Use Qmatic Orchestra to manage appointments, and issue tickets, to routing walk-in customers to the appropriate service point. • Create Electronic Case Folders (ECFs) and schedule parking and camera violation hearings. • Use DOF systems to analyze and communicate payment summaries and histories for parking and property-related services. • Enroll eligible customers into various Payment Agreements. • Adhere to all cash and document control procedures, process customer payments and maintains up-to-date and relevant backup documentation. • Provide customer service assistance in all Finance Borough Offices, work overtime as necessary. • Distribute, collect, and submit inquiries, forms, and application packages for all DOF-related programs and services to the appropriate work unit.

Additional Information:

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.

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.

Qualification Requirements

A four-year high school diploma or its educational equivalent approved by a State's department of education or a recognized accrediting organization and one year of satisfactory clerical experience.

Skills Requirement

Keyboard familiarity with the ability to type at a minimum of 100 key strokes (20 words) per minute.

• Excellent verbal and written communication. • Ability to remain calm and work under pressure. • Knowledge of STARS system. • Working knowledge of PTS property tax system. • Working knowledge of Microsoft Word, Excel, Teams.

New York City residency is generally required within 90 days of appointment. However, City Employees in certain titles who have worked for the City for 2 continuous years may also be eligible to reside in Nassau, Suffolk, Putnam, Westchester, Rockland, or Orange County. To determine if the residency requirement applies to you, please discuss with the agency representative at the time of interview.