Deputy Director, Property Tax Customer Service
NYC Department of Finance · Manhattan, NY · 1 mo ago
Sales$103k–$138k/yrFull-time
We need to produce HTML fragment with sections: About the role? The posting includes description of DOF, division responsibilities, then responsibilities list, then additional info, qualifications, preferred skills, 55a program, public service loan forgiveness, residency requirement, additional info (EEO), salary range.
We must not repeat job title as heading. No Job ID. Use for section headings like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections when posting has real specific content.
We need to decide which sections to include.
Content:
- Intro about DOF and division: could be "About the role" or maybe "About the division". Use
for section headings like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections when posting has real specific content.
We need to decide which sections to include.
Content:
- Intro about DOF and division: could be "About the role" or maybe "About the division". Use About the role
with paragraphs summarizing.
- Responsibilities: list of duties under "Responsibilities Treasury and Payment Services is seeking a Deputy Director..." bullet list.
- Requirements: Minimum Qualifications (education/experience). Could be under Requirements
or Qualifications
. The instruction says use headings like Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We can choose Requirements for minimum qualifications, Qualifications maybe for preferred skills? But we have both minimum qualifications and preferred skills. Could put minimum qualifications under Requirements, preferred skills under Skills.
- Benefits: Not explicitly stated except remote work eligibility up to 2 days per week. That's a benefit. Also maybe 55a program, public service loan forgiveness, residency requirement? Those are not benefits but additional info. We'll include Benefits section with remote work eligibility.
- Pay: salary range given: $102,981.00 – $138,000.00. So include Pay section.
- Schedule: Not specified besides remote work; no schedule info. So omit Schedule.
- Also include maybe "Additional Information" but we can fold into relevant sections: 55a program maybe under Skills? Actually it's a program eligibility; could be its own section but not in allowed headings. Could incorporate into Benefits or Additional Info but we should not create new headings not listed. The instruction: Use for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It says e.g., implying those are examples but we should stick to those? It says "Use for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." Likely we should only use those headings. So we must not add other headings like "Additional Information". We need to fold that content into existing sections or drop if not fitting.
Thus we need to incorporate all substantive info into those sections.
Let's map:
About the role: description of DOF, division, unit, role purpose.
Responsibilities: bullet list of duties.
Requirements: Minimum Qualifications (education/experience).
Skills: Preferred Skills.
Benefits: Remote work eligibility (up to 2 days per week). Also maybe 55a program? Could be considered a benefit? It's a program for persons with disability. Might be better to fold into Skills? But it's not a skill. Could be placed under Benefits as a program eligibility. Or we could put under Requirements? Not exactly. The instruction: "Prefer a few substantive sections over many thin ones." So we could combine 55a program and public service loan forgiveness and residency requirement into Benefits? Might be okay.
Pay: salary range.
We must not include boilerplate like EEO, legal, etc. Remove those.
We must preserve all substantive information; do not invent or summarize away detail. So we need to keep details like specific duties, qualifications, etc.
We need to ensure we don't omit any substantive info.
Let's extract substantive info:
- NYC Department of Finance (DOF) responsibilities: administering tax revenue laws, etc.
- Treasury and Payment Services Division responsibilities: overseeing City payment websites, payment processing of tax returns, property recording forms, parking violation programs, collection of delinquent accounts, managing City’s cash balances, relationships with banking institutions, collecting outstanding violations issued by City agencies and adjudicated by Environmental Control Board.
- Payments, Billing, and Refunds responsibilities: processing payments for property taxes and property-related charges, business and excise taxes, parking and camera violations; communicating amounts due; maintaining quality of departmental records; providing customer service; performing account adjustments; responding to refund inquiries.
- Property Tax Customer Service Unit responsibilities: answering property tax related inquiries via CRM, 311, email, letters, lockbox vendor; taking payments by phone; assisting taxpayers with online payment platforms CityPay and NYCePay.
- Role: Deputy Director to oversee Property Tax Customer Service unit, reporting to Director of Property Tax Operations.
Duties/responsibilities bullet list:
- Oversee daily operations of Property Tax Customer Service Unit to ensure efficient, accurate, timely delivery.
- Supervise and manage staff engaged in property tax operations, customer service, payment plan administration, quality assurance, related support functions.
- Provide leadership, direction, training, coaching, performance management to assigned staff.
- Direct and coordinate taxpayer support activities related to property tax billing, delinquency inquiries, payment plans, statement of account requests, enforcement-related programs.
- Oversee administration of property tax payment plan programs, ensuring compliance with departmental policies and procedures.
- Oversee consolidated QA, SOA, Property Tax Lockbox functions to ensure operational accuracy, consistency, accountability.
- Develop, implement, monitor operational procedures, workflow standards, internal controls to improve efficiency and customer service outcomes.
- Review operational metrics, workload trends, service levels to identify process improvement opportunities and recommend operational enhancements.
- Serve as escalation point for complex taxpayer issues, customer service concerns, operational matters requiring managerial review.
- Coordinate with executive leadership and internal departments to support departmental initiatives, operational planning, policy implementation.
- Prepares reports, analyzes operational data, provides recommendations related to staffing, workflow management, service delivery improvements.
- Ensures compliance with applicable City policies, departmental procedures, operational standards.
- Assists with strategic planning and resource allocation to address increasing operational demands and service needs.
- Support development and maintenance of centralized management structure for property tax operational functions.
- Perform related duties and special projects as assigned by Director and Assistant Commissioner.
- Act as primary liaison between Property Tax Operations and Legal and FIT divisions to resolve systemic defects, clarify regulatory interpretations, expedite implementation of legislative changes affecting taxpayer accounts.
- Develop and maintain operational plans to manage extreme spikes in taxpayer volume during peak tax cycles, lien sale, or other events, ensuring SLAs maintained.
- Develop and maintain robust internal audit framework to detect anomalies in payment plan applications and taxpayer account adjustments, ensuring integrity of financial data and mitigating risk of administrative or system errors.
Additional Information:
- In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in US and complete required employment eligibility verification document form upon hire.
- This position may be eligible for remote work up to 2 days per week, pursuant to Remote Work Pilot Program agreed between City and Collective Bargaining Unit representing employees serving in civil service title.
- Minimum Qualifications: (list four options). Need to preserve all details.
- Preferred Skills: list bullet points.
- 55a Program: open to qualified persons with disability eligible for 55-a Program; indicate at top of resume.
- Public Service Loan Forgiveness: prospective employee may be eligible for federal loan forgiveness programs; link.
- Residency Requirement: NYC residency generally required within 90 days of appointment; exceptions for certain titles after 2 continuous years; discuss with agency rep.
- Salary range: $102,981.00 – $138,000.00.
We must not include boilerplate like EEO statement.
We need to embed all this into sections.
Potential plan:
About the role
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." Likely we should only use those headings. So we must not add other headings like "Additional Information". We need to fold that content into existing sections or drop if not fitting.
Thus we need to incorporate all substantive info into those sections.
Let's map:
About the role: description of DOF, division, unit, role purpose.
Responsibilities: bullet list of duties.
Requirements: Minimum Qualifications (education/experience).
Skills: Preferred Skills.
Benefits: Remote work eligibility (up to 2 days per week). Also maybe 55a program? Could be considered a benefit? It's a program for persons with disability. Might be better to fold into Skills? But it's not a skill. Could be placed under Benefits as a program eligibility. Or we could put under Requirements? Not exactly. The instruction: "Prefer a few substantive sections over many thin ones." So we could combine 55a program and public service loan forgiveness and residency requirement into Benefits? Might be okay.
Pay: salary range.
We must not include boilerplate like EEO, legal, etc. Remove those.
We must preserve all substantive information; do not invent or summarize away detail. So we need to keep details like specific duties, qualifications, etc.
We need to ensure we don't omit any substantive info.
Let's extract substantive info:
- NYC Department of Finance (DOF) responsibilities: administering tax revenue laws, etc.
- Treasury and Payment Services Division responsibilities: overseeing City payment websites, payment processing of tax returns, property recording forms, parking violation programs, collection of delinquent accounts, managing City’s cash balances, relationships with banking institutions, collecting outstanding violations issued by City agencies and adjudicated by Environmental Control Board.
- Payments, Billing, and Refunds responsibilities: processing payments for property taxes and property-related charges, business and excise taxes, parking and camera violations; communicating amounts due; maintaining quality of departmental records; providing customer service; performing account adjustments; responding to refund inquiries.
- Property Tax Customer Service Unit responsibilities: answering property tax related inquiries via CRM, 311, email, letters, lockbox vendor; taking payments by phone; assisting taxpayers with online payment platforms CityPay and NYCePay.
- Role: Deputy Director to oversee Property Tax Customer Service unit, reporting to Director of Property Tax Operations.
Duties/responsibilities bullet list:
- Oversee daily operations of Property Tax Customer Service Unit to ensure efficient, accurate, timely delivery.
- Supervise and manage staff engaged in property tax operations, customer service, payment plan administration, quality assurance, related support functions.
- Provide leadership, direction, training, coaching, performance management to assigned staff.
- Direct and coordinate taxpayer support activities related to property tax billing, delinquency inquiries, payment plans, statement of account requests, enforcement-related programs.
- Oversee administration of property tax payment plan programs, ensuring compliance with departmental policies and procedures.
- Oversee consolidated QA, SOA, Property Tax Lockbox functions to ensure operational accuracy, consistency, accountability.
- Develop, implement, monitor operational procedures, workflow standards, internal controls to improve efficiency and customer service outcomes.
- Review operational metrics, workload trends, service levels to identify process improvement opportunities and recommend operational enhancements.
- Serve as escalation point for complex taxpayer issues, customer service concerns, operational matters requiring managerial review.
- Coordinate with executive leadership and internal departments to support departmental initiatives, operational planning, policy implementation.
- Prepares reports, analyzes operational data, provides recommendations related to staffing, workflow management, service delivery improvements.
- Ensures compliance with applicable City policies, departmental procedures, operational standards.
- Assists with strategic planning and resource allocation to address increasing operational demands and service needs.
- Support development and maintenance of centralized management structure for property tax operational functions.
- Perform related duties and special projects as assigned by Director and Assistant Commissioner.
- Act as primary liaison between Property Tax Operations and Legal and FIT divisions to resolve systemic defects, clarify regulatory interpretations, expedite implementation of legislative changes affecting taxpayer accounts.
- Develop and maintain operational plans to manage extreme spikes in taxpayer volume during peak tax cycles, lien sale, or other events, ensuring SLAs maintained.
- Develop and maintain robust internal audit framework to detect anomalies in payment plan applications and taxpayer account adjustments, ensuring integrity of financial data and mitigating risk of administrative or system errors.
Additional Information:
- In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in US and complete required employment eligibility verification document form upon hire.
- This position may be eligible for remote work up to 2 days per week, pursuant to Remote Work Pilot Program agreed between City and Collective Bargaining Unit representing employees serving in civil service title.
- Minimum Qualifications: (list four options). Need to preserve all details.
- Preferred Skills: list bullet points.
- 55a Program: open to qualified persons with disability eligible for 55-a Program; indicate at top of resume.
- Public Service Loan Forgiveness: prospective employee may be eligible for federal loan forgiveness programs; link.
- Residency Requirement: NYC residency generally required within 90 days of appointment; exceptions for certain titles after 2 continuous years; discuss with agency rep.
- Salary range: $102,981.00 – $138,000.00.
We must not include boilerplate like EEO statement.
We need to embed all this into sections.
Potential plan:
About the role
... description of DOF, division, unit, role purpose.
Responsibilities
- ... each duty as
Requirements
Minimum Qualifications: ... (maybe break into
- for each option)
Skills
- ... Preferred Skills
Benefits
- ... Remote work eligibility up to 2 days per week; 55-a Program eligibility; Public Service Loan Forgiveness eligibility; Residency requirement details.
Pay
$102,981.00 – $138,000.00
We must ensure we don't include filler like "commensurate with experience". Not present. We must not repeat job title. We must not include navigation/legal/EEO. We must not include application instructions. We must not include duplicated lines. We need to preserve all substantive info; we must not lose any. Let's craft each section. About the role: combine description of DOF, Treasury and Payment Services Division, Payments, Billing, and Refunds, Property Tax Customer Service Unit, and the Deputy Director role. We need to be careful not to be too verbose but preserve details. Let's draft:The New York City 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. DOF’s Treasury and Payment Services Division oversees all City payment websites, processes tax returns, property recording forms, parking violation programs, and delinquent account collections, manages the City’s cash balances and banking relationships, and collects outstanding violations issued by City agencies and adjudicated by the Environmental Control Board. The Payments, Billing, and Refunds unit processes payments for property taxes and related charges, business and excise taxes, and parking and camera violations; communicates amounts due; maintains departmental records; provides customer service; handles account adjustments and refund inquiries. The Property Tax Customer Service Unit answers property‑tax inquiries via CRM, 311, email, letters, and lockbox vendor; takes payments by phone; and assists taxpayers with the CityPay and NYCePay online platforms. The Deputy Director will oversee this unit, reporting to the Director of Property Tax Operations.
That seems to capture. Responsibilities: list each bullet. We need to ensure we don't miss any. Let's list them: - Oversee the daily operations of the Property Tax Customer Service Unit to ensure efficient, accurate, and timely delivery. - Supervise and manage staff members engaged in property tax operations, customer service, payment plan administration, quality assurance, and related support functions. - Provide leadership, direction, training, coaching, and performance management to assigned staff. - Direct and coordinate taxpayer support activities related to property tax billing, delinquency inquiries, payment plans, statement of account requests, and enforcement-related programs. - Oversee administration of property tax payment plan programs, ensuring compliance with departmental policies and procedures. - Oversee the consolidated Quality Assurance (QA), Statement of Account (SOA), and Property Tax Lockbox functions to ensure operational accuracy, consistency, and accountability. - Develop, implement, and monitor operational procedures, workflow standards, and internal controls to improve efficiency and customer service outcomes. - Review operational metrics, workload trends, and service levels to identify process improvement opportunities and recommend operational enhancements. - Serve as an escalation point for complex taxpayer issues, customer service concerns, and operational matters requiring managerial review. - Coordinate with executive leadership and internal departments to support departmental initiatives, operational planning, and policy implementation. - Prepares reports, analyzes operational data, and provides recommendations related to staffing, workflow management, and service delivery improvements. - Ensures compliance with applicable City policies, departmental procedures, and operational standards. - Assists with strategic planning and resource allocation to address increasing operational demands and service needs. - Support the development and maintenance of a centralized management structure for property tax operational functions. - Perform related duties and special projects as assigned by Director and Assistant Commissioner. - Act as the primary liaison between Property Tax Operations and Legal and FIT divisions to resolve systemic defects, clarify