Customer Service Rep

Candidates must be permanent in the Clerical Associate civil service title or reachable on the current Clerical Associate Open Competitive Exam No. 3120. Include your Employee Identification Number (EIN) when applying and indicate your permanent civil service title or list number for Exam No. 3120 in your cover letter.

About the role

The NYC Department of Finance (DOF) administers the city’s tax revenue laws fairly, efficiently, and transparently to instill public confidence and encourage compliance while providing exceptional customer service. The Customer Operations Division oversees DOF Business Centers, the City Register’s Office, and the Land Records, Adjudication, and Collections divisions. Responsibilities include processing tax payments, parking violations payments, and other charges collected by DOF, recording property transfers, adjudicating parking and camera violations, and managing enforcement activities related to unpaid business and excise taxes, parking fines, and Environmental Control Board summonses.

The Bronx Business Center is one of five borough-based centers responsible for communicating amounts due for payments, maintaining quality control of department records, and delivering exceptional customer service. The center issues releases for impounded vehicles, enrolls customers in payment agreements, and assists customers preparing for parking ticket hearings.

Responsibilities

• Greet customers, answer inquiries, and determine the purpose of their visit.
• Use Qmatic Orchestra to manage appointments, issue tickets, and route 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 maintain up-to-date backup documentation.
• Provide customer service assistance in all Finance Borough Offices and 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.

Requirements

• A four-year high school diploma or its educational equivalent approved by a State’s department of education or a recognized accrediting organization.
• One year of satisfactory clerical experience.
• Keyboard familiarity with the ability to type at a minimum of 100 keystrokes (20 words) per minute.

Preferred Skills

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

Additional Information

• In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States.
• This position may be eligible for remote work up to 2 days per week, pursuant to the Remote Work Pilot Program.
• New York City residency is generally required within 90 days of appointment. 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.
• This position is open to qualified persons with a disability who are eligible for the 55-a Program. Indicate at the top of your resume and cover letter if you wish to be considered through the 55-a Program.
• As a prospective employee of the City of New York, you may be eligible for federal loan forgiveness programs and state repayment assistance programs. Visit the U.S. Department of Education’s website at https://studentaid.gov/pslf/ for more information.

Pay

$42,288.00 – $48,631.00