Customer Service Representative

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, recording property transfers, adjudicating parking and camera violations, and managing enforcement activities for unpaid taxes and fines.

DOF’s Business Centers, located in each of the five boroughs, communicate amounts due for payments, maintain quality control of department records, and deliver customer service. They issue vehicle releases, enroll customers in payment agreements, and assist with parking ticket hearings.

Responsibilities

• Greet customers, answer inquiries, and determine the purpose of their visit.
• Use Qmatic Orchestra to manage appointments and route walk-in customers to the appropriate service point.
• Create Electronic Case Folders (ECFs) and schedule parking and camera violation hearings.
• Use Finance systems to analyze and communicate payment summaries and histories for parking and property-related services.
• Enroll eligible customers into various Payment Agreements.
• Adhere to cash and document control procedures, process customer payments, and maintain 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 DOF-related programs and services.

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 key strokes (20 words) per minute.

Preferred Skills

• Excellent verbal and written communication.
• Ability to remain calm and work under pressure.
• Knowledge of STARS system.
• Working knowledge of Property Tax System (PTS).
• Working knowledge of Microsoft Excel and Teams.

Additional Information

• In compliance with federal law, all persons hired will verify identity and eligibility to work in the United States.
• This position may be eligible for remote work up to 2 days per week under the Remote Work Pilot Program.
• This position is open to qualified persons with a disability eligible for the 55-a Program. Indicate interest at the top of your resume and cover letter.
• New York City residency is generally required within 90 days of appointment, with exceptions for certain city employees.

Pay

$42,288.00 – $48,631.00