Financial Support Associate II

About the role

The function of Gwinnett County Department of Planning and Development is to promote and enhance the quality of life of residents, visitors, property owners and businesses of Gwinnett County. The Department accomplishes its mission through programs and services that encourage high quality development as well as maintenance and revitalization of existing neighborhoods.

Responsibilities

• Provides exceptional customer service by assisting customers in person, by telephone, and through electronic communication, resolving inquiries related to permitting, occupation taxes.
• Performs front counter operations, including customer triage, permit issuance, occupational tax application processing, renewals, payment collection, balancing daily transactions, and processing utility releases.
• Reviews, verifies, and processes permit and occupation tax applications and supporting documentation to ensure compliance with departmental procedures, the Unified Development Ordinance (UDO), and applicable sections of the Gwinnett County Code of Ordinances, including Chapters 6, 18, and 22.
• Utilizes department technology, including Qtrac, Five9, and the Customer Interaction Tracker (CIT), to manage customer flow, respond to telephone inquiries, document customer interactions, track service requests, and coordinate timely resolution of inquiries requiring subject matter expert (SME) assistance.
• Prepares invoices, processes excise taxes and other revenue-related transactions, maintains accurate financial records, and performs daily cash reconciliation.
• Provides administrative support by responding to customer correspondence, maintaining records, processing open records requests, and utilizing department systems to accurately document and track work activities.
• Collaborates with internal departments, external agencies, and customers to resolve issues, communicate requirements, and ensure the efficient delivery of permitting, licensing and revenue services.

Requirements

• High School Diploma, or G.E.D.
• Four years bookkeeping, accounts payable and/or accounts receivable experience.

Preferred Qualifications

• Knowledge of customer service principles and practices for providing professional, courteous, and effective service in a high-volume customer environment.
• Knowledge of permitting, occupational tax, licensing, and revenue processes, including the review and processing of applications, payments, and related documentation.
• Knowledge of the Unified Development Ordinance (UDO) and applicable sections of the Gwinnett County Code of Ordinances, including Chapters 6, 18, and 22.
• Knowledge of permitting and customer service technologies, including Accela, Qtrac, Five9, Customer Interaction Tracker (CIT), and other business applications used to process transactions and manage customer interactions.
• Knowledge of cash handling, payment processing, financial recordkeeping, and records management practices, including open records procedures.
• Knowledge of departmental policies, procedures, and applicable local, state, and federal laws and regulations governing permitting, licensing, and revenue operations.
• Strong customer service, interpersonal, and communication skills, including emotional intelligence, active listening, empathy, professionalism, and the ability to effectively communicate with diverse customers, coworkers, and external agencies.
• Skill in analyzing customer inquiries, exercising sound judgment, applying critical thinking, utilizing creative problem-solving techniques, and identifying process improvements to enhance service delivery and resolve complex customer issues.
• Skill in reviewing, interpreting, and applying ordinances, policies, procedures, and technical information to accurately process permitting, occupational tax, licensing, and revenue transactions.
• Skill in using business applications and customer service technologies, including Accela, Qtrac, Five9, Customer Interaction Tracker (CIT), Microsoft Office, and other department systems.
• Skill in managing multiple priorities, processing financial transactions accurately, maintaining detailed records, and collaborating effectively with team members to meet service standards and organizational goals.

Grade

The grade for this position is B221.

Salary

Salary will be dependent on education and experience. Effective 4/11/2023, this position is eligible for the Employee Referral Program.

Benefits

Working for Gwinnett County comes with exceptional benefits, including health coverage, a robust wellness program (Spouses can participate, too!), onsite employee wellness center, longevity pay, tuition reimbursement, and more. The value of Gwinnett County benefits can be up to 49 percent of an individual’s total compensation.