Customer Service Specialist

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. The division processes tax payments, parking violations payments, and other charges collected by DOF, records property transfers, adjudicates parking and camera violations, and manages enforcement activities related to unpaid business and excise taxes, parking fines, and Environmental Control Board summonses.

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

Responsibilities

• Greet customers entering the Business Center and identify their needs.
• Review and resolve moderate to difficult customer requests.
• Issue parking and real estate agreements, process parking adjustments, and provide parking/camera violation ticket images; set up customers for hearings.
• Process booted and towed vehicle releases.
• Reconcile bank deposits for cash and credit card payments.
• Handle and research property-related issues and payments for taxpayers; process adjustments for parking tickets.
• Collect and analyze performance metrics for all five Business Centers and prepare weekly and monthly reports for management.
• Provide customer service assistance in all Finance Borough Offices, working overtime as necessary.
• Assist with supervising staff responsible for performing clerical activities.
• Support Business Center managers as needed.
• Handle special projects as assigned.

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 STARS system.
• Working knowledge of Property Tax System (PTS).

Benefits

• This position may be eligible for remote work up to 2 days per week, pursuant to the Remote Work Pilot Program.
• Eligibility for federal loan forgiveness programs and state repayment assistance programs (see U.S. Department of Education’s website).

Pay

$46,503.00 – $53,479.00

Additional Information

• All persons hired will be required to verify identity and eligibility to work in the United States.
• New York City residency is generally required within 90 days of appointment. City employees in certain titles with 2 continuous years of service 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 interest at the top of your resume and cover letter.