Financial Customer Service Representative

Position Description

Anne Arundel County Government is hiring for a full-time, permanent Financial Customer Service Representative position within the Office of Finance.

During the probationary period, this hybrid role requires working on-site Monday through Friday. This is customer service work at the full performance level, responding to inquiries and complaints from the general public.

NATURE AND VARIETY OF WORK Work includes answering telephones, serving walk-in customers, and processing mail and deeds.

Work is performed with general supervision. Assignments are stable in nature and are carried out in accordance with defined policies and procedures. An employee in this class ensures professionalism in providing quality service to the public. Contacts with the general public are extensive and important.

Examples Of Duties And Knowledge, Skills And Abilities (Note: The duties and responsibilities enumerated in this class specification are for the purpose of determining a common set of minimum qualifications and salary levels for all positions in this class. They are not intended to include all of the essential functions of all positions in the class.)

• Provides full service to the public regarding real estate taxes, water and sewer bills, front-foot assessments, and personal property/corporation tax bills.
• Receives and responds to telephone calls and provides service to walk-in customers.
• Processes mail by preparing duplicate bills, writing letters, and updating files.
• Receives and processes deeds for the public by researching billing files and certifying that either all liens are satisfied or preparing duplicate bills.
• Maintains files and correspondence, records statistics, and completes all follow-up work in order to process customer requests and to provide information for management purposes.
• Processes payment refunds and payment transfers for overpayments and misapplied payments.
• Works with customers to resolve billing issues and process adjustments, if applicable.
• Performs other duties as assigned or required.

KNOWLEDGE, SKILLS, AND ABILITIES

• Knowledge of modern office practices, procedures, and equipment.
• Knowledge of departmental rules, regulations, procedures, and functions.
• Knowledge of basic business English, spelling, and arithmetic.
• Ability to use good judgment in determining appropriate procedures or courses of action.
• Ability to establish and maintain effective working relationships with associates and departmental employees.
• Ability to communicate effectively and courteously, orally and in writing, with the public in all instances, including complaint and enforcement situations.
• Proficient computer skills, with the ability to learn new software.
• Ability to operate basic office and maintenance equipment and software.

Minimum Qualifications Education: Graduation from high school, college-level coursework in public or human relations or a related field.

Experience: Four (4) years or more of experience in public contact work involving complaint and problem-solving situations.

NOTE: This position requires a thorough background check.

Supplemental Qualifications Preference will be given to applicants with the following:

• Experience with county, state, or federal utility billing practices.

• Two (2) or more years of experience with MUNIS and MAINFRAME systems or similar systems.

• Experience with county, state, or federal meter services and procedures.

• Two (2) or more years of experience working with an inbound call center Automatic Call Distribution (ACD) environment.

• Experience with deed processing and thorough knowledge of utility and tax billing.

• Intermediate or higher-level MS Word and Excel experience.

• Spanish/English Bilingual speaking experience.

• Medical/Health Insurance Plans

• BlueChoice Advantage EPO

• BlueChoice Advantage PPO

• Dental Insurance

• CIGNA Dental PPO (Buy-Up)

• CIGNA Dental PPO (CORE)

• CIGNA Dental HMO (DHMO)

• Vision Insurance

• EyeMed

• Employee Life Insurance

• Term insurance of $20,000 for employees at no cost.

• Ability to purchase Supplemental & Dependent Life Insurance

• Disability Income Insurance

• Pension Plan

• Normal retirement after 30 years of service or Age 60 and 10 years of service or election to enroll in the Employees Retirement Savings Plan.

• Deferred Compensation Section 457 Plan

• Direct Deposit

• Credit Union

• Holidays

• Twelve days provided per calendar year, thirteen in general election year

• Annual Leave

• Less than 5 years - 13 days

• 5 years to less than 10 years - 15 days

• 10 years to less than 20 years - 20 days

• 20 years or more - 26 days

• *Some positions will receive additional paid annual leave in lieu of holidays and personal leave.

• Disability Leave

• Accrual at a rate of 15 days a year

• Personal Leave Day, five per calendar year

• Leave Sharing

• Employee Assistance Program

• Free, confidential counseling for employee and family members 4X per year per problem per family member; also counseling on legal and financial issues; assistance in locating childcare and elder care

• Flexible Spending Accounts

• Dependent Care Reimbursement

• Health Care Reimbursement

• Voluntary Benefits

• Provides you an opportunity to enroll in any or all of the benefits listed below with the convenience of payroll deduction

• Universal Life Insurance with Long Term Care Rider

• United Legal Benefits

01

The supplemental questions are a very important first step in our screening process. Therefore, you are required to accurately and completely respond to each question by providing the information asked in each question. Your responses will be used to initially determine your qualifications and eligibility for this position. DO NOT INDICATE "SEE RESUME" IN RESPONSE TO THE SUPPLEMENTAL QUESTIONS. Your response and lack of detail and explanation in the supplemental questions and in your application may result in failure or disqualification for this position. THIS MEANS YOU WILL BE INELIGIBLE FOR FURTHER CONSIDERATION IN THIS RECRUITMENT PROCESS. Please check "yes" to show that you have read and understand this statement.

• Yes
• No

02

Did a county employee refer you? If yes, indicate their name, department and badge/id number. If you weren't referred by an Employee indicate N/A.

03

Did you graduate from High School or do you have a GED?

• Yes
• No

04

Did you take any college-level coursework in public or human relations or a related field?

• Yes
• No

05

If you answered yes to the question above, please list your major coursework. If you answered "No" please type N/A

06

Do you have four (4) years or more of experience in public contact work involving complaint and problem-solving situations?

• Yes
• No

07

If you answered "Yes" to the question above, please explain your experience including position title, length of time in position, and major duties. This experience MUST also appear in the work history section of your application. If you answered "No" please write N/A

08

Do you have experience with county, state, or federal utility billing practices?

• Yes
• No

09

If you answered "Yes" to the question above, please explain your experience including position title, length of time in position, and major duties. This experience MUST also appear in the work history section of your application. If you answered "No" please write N/A

10

Do you have two (2) or more years of experience with MUNIS and MAINFRAME systems or similar systems?

• Yes
• No

11

If you answered "Yes" to the question above, please explain your experience including position title, length of time in position, and major duties. This experience MUST also appear in the work history section of your application. If you answered "No" please write N/A

12

Do you have experience with county, state, or federal meter services and procedures

• Yes
• No

13

If you answered "Yes" to the question above, please explain your experience including position title, length of time in position, and major duties. This experience MUST also appear in the work history section of your application. If you answered "No" please write N/A

14

Do you have two (2) or more years of experience working with a high-volume inbound call center Automatic Call Distribution (ACD) environment?

• Yes
• No

15

If you answered "Yes" to the question above, please explain your experience including position title, length of time in position, and major duties. This experience MUST also appear in the work history section of your application. If you answered "No" please write N/A

16

Do you have experience with deed processing and thorough knowledge of utility and tax billing?

• Yes
• No

17

If you answered "Yes" to the question above, please explain your experience including position title, length of time in position, and major duties. This experience MUST also appear in the work history section of your application. If you answered "No" please write N/A

18

Please indicate below your level of experience with Microsoft Word.

• Beginner
• Intermediate
• Advanced
• No Experience

19

Please indicate below your level of experience with Microsoft Excel.

• Beginner
• Intermediate
• Advanced
• No Experience

20

Are you Spanish/English Bilingual speaking?

• Yes
• No
• Required Question