Revenue Compliance Administrator

The Revenue Compliance Administrator within the City's Treasurer's Office performs difficult administrative and technical financial work coordinating and handling customer service in the collection of delinquent accounts related to unpaid tax liabilities and securing of revenues. Work is performed with general supervision and reports to the Revenue Compliance Supervisor.

This position may be eligible for a hybrid (partial telework) schedule following successful completion of a 6-month probationary period; however, this is not a fully remote position and regular in-person attendance for meetings, trainings, and operational needs is required.

The preferred hiring amount for this position is between $27.62 - $33.95 an hour ($57,435.41 - $70,616.00 annually). Starting offer is based on applicable education, experience, and internal equity. This full-time, non-exempt position offers a comprehensive benefits package, health insurance with employer contribution, employer-paid life insurance, gym membership reimbursement, tuition assistance, and professional development opportunities. This position is also eligible for the following retirement benefits:

• Vacation Leave: 3.09 hours accrued bi-weekly (increases with YOS).
• Sick Leave: 4.62 hours accrued bi-weekly, approx. 120 hours per year with no limit on accumulation.
• 13 Paid Observed City Holidays
• 1 Floating Holiday which must be taken during the fiscal year (July 1 - June 30)
• Choice of retirement plan: 
  • Defined Benefit Pension Plan: Provides a monthly benefit upon retirement, calculated using a defined formula based on earnings history, years of service, and age. The plan includes a 5-year vesting period and requires an employee contribution of 5% of salary.
  • Defined Contribution 401a Plan: Employer makes fixed contributions to an individual account, which are invested, and returns are credited to the account. The account balance is used to provide retirement benefits. Vesting occurs at 33% after one year, 67% after two years, and 100% after three years of service. No salary contribution is required.
• Voluntary 457 Deferred Compensation Plan
• Eligibility to purchase prior service credit under the Defined Benefit Plan.

The City of Charlottesville manages its own retirement system and does not participate in VRS; however, a Portability Agreement is available for eligible employees. For additional details, please refer to the “Benefits” tab within this posting or visit the City’s Employee Benefits webpage.To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations will be considered to enable individuals with disabilities to perform the essential functions. The essential functions of the job are not limited to those listed in the job description.  The City retains the discretion to add to or change the duties of the position at any time.

• Provides professional customer service related to collecting unpaid tax liabilities and securing revenues in accordance with State laws and City ordinances.
• Handles incoming phone calls in a call-center environment while simultaneously managing email and chat communications.
• Handles and researches delinquent accounts through appropriate procedures and actions.
• Analyzes accounts for accuracy, overpayments and delinquency.
• Provides account analysis for a variety of account types and statuses. Completes forms and processes applicable reports.
• Establishes and manages payment plans for customers.
• Initiates salary and bank liens, when appropriate, or determine best type of collection tool to utilize.
• Processes customer refunds.
• Conducts miscellaneous billing and lien management on behalf of other City departments (non-tax liens).
• Researches accounts and skip tracings.
• Applies the penalty and interest waiver policy with discretion.
• Manages the application and removal of DMV stops.
• Administers passport applications.
• Provides general information and guidance to the public on a variety of City services (large item collection, dog licenses, refuse and recycling, parking ticket waivers and appeals).
• Participates in establishment and review of billing and collections policies and procedures.
• Responsible for appropriate use and maintenance of City equipment, tools and other resources, including work time.
• Regular and reliable attendance.

Other Duties

• Performs additional duties to support operational requirements as apparent or assigned.

Education and Experience: Candidates may qualify by demonstrating the required knowledge and skills outlined for the job through experience(s) other than formal education.

• Associate degree in accounting, finance, public administration or closely related field AND 2 years of experience in administrative support and/or customer service, including 1 year experience in a professional office environment.

• High School diploma or GED AND 4 years of experience in administrative support and/or customer service, including 1 year experience in a professional office environment.

• An equivalent combination of education and experience may be considered in lieu of the specific requirements listed above.

Certifications/Licenses/Other Requirements:

• Within 1 month of hire, obtains and maintains certificate of compliance with the Virginia Department of Motor Vehicles.
• Within 6 months probationary period, obtains and maintains Department of State Passport Acceptance Agent Certification.
• Within six-month probationary period, obtains and maintains Virginia Department of Taxation Integrated Revenue Management System (IRMS) Authorized User Certification.
• Within first 2 years of employment, obtain and maintain Treasurer's Association of Virginia Master Governmental Deputy Treasurer Certification (two-year initial certification; rolling four-year recertification).
• Comply with annual requirements for Policy and Procedure Awareness for Virginia Department of Motor Vehicles.
• Required to successfully pass a pre-employment background check and pre-employment drug screen.

Knowledge, Skills, Abilities and Other Characteristics: 
Job Knowledge

• Knowledge of collections, bankruptcy, accounts receivable, general accounting principles, customer service, quality and assurance, state/ local laws.
• General knowledge of bankruptcy laws.
• Advanced knowledge of standard word processing, spreadsheet, and database programs, such as Microsoft Outlook, Word, Excel, Access.
• Knowledge of customer service methods, procedures, and principles, as well as departmental procedures and policies.
• Knowledge of information systems and the ability to access and analyze information.

Reading

• Intermediate: ability to read and understand written materials such as newspapers, magazines, journals, financial documents, multi-step instruction manuals, and reference materials.

Writing

• Basic: ability to write simple letters, paragraphs and sentences containing subject, verb, and object, and/or series of numbers, names, and addresses. Prepares clear and concise written financial reports.

Math

• Intermediate: Ability to work with and understand number systems; simple formulas, practical application of fractions, percentages, ratios/proportions and measurement such as technical specifications and financial operations. Prepares statistical and mathematical reports.

Communication Skills

• Intermediate: Ability to establish and maintain effective working relationships with co-workers, city staff, citizens, and the public. Communicates standard information and procedures. Contacts that may involve stressful, negative interactions requiring high levels of tact and the ability to respond to aggressive interpersonal interactions. Customer service skills interacting with diverse groups and individuals. Elements of persuasion may be necessary to gain cooperation and understanding.

Independence and Decision-Making

• Requires General Direction: normally performs the job by following general instructions or established standard operating procedures and/or policies.  There is some discretion when making decisions among a few easily identifiable choices of the appropriate procedure or policy to apply to duties.   Performance is reviewed frequently.

Technical Skills

• Skilled: comprehensive, practical knowledge of a technical field with use of analytical judgment and decision-making abilities appropriate to the assigned and apparent job responsibilities. Uses technical skills to operate and maintain financial systems. Proficiency in the use of a computer, Microsoft Office applications (Word, Excel, etc.), Adobe, accounting software, cashiering systems, and effectively use the agency's systems and software. Ability to problem solve with strong research skills.

Fiscal Responsibilities

• Collects payments and handles financial transactions. No departmental budgetary/fiscal responsibilities.

Supervisory Responsibilities

• No responsibility for direction or supervision of others.

Other Characteristics

• Excellent customer service skills.
• Organization and time management skills, sometimes under strict time constraints.
• Frequent change of tasks.
• Constant interruptions and requests for service
• Performing multiple tasks simultaneously.
• Tedious or exacting work.
• Working closely with others as part of a team.
• Work effectively with sensitive and confidential information.
• May require dealing with angry, frustrated and/or upset individuals.

Physical Demands:

• Sedentary work: Exerting up to 10 pounds of force occasionally, and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects
• Remains in stationary position most of the time. 
• Must be able to communicate information and ideas so others will understand.  Must be able to exchange accurate information in these situations.
• Ability to observe details at close range (within a few feet of the observer).

Machines, Tools, Equipment, Software and Hardware:

• Typically requires use of standard office equipment and telephone, and related software and hardware; and any other equipment as appropriate or as assigned.  

Work Environment:

• Work is performed in an office environment where there may be exposure to computer screen for extended periods of time, monitor glare and dust.
• The noise level is usually moderate.