Administrative Analyst - Finance, Tax Customer Service

Howard County – Conveniently located in the heart of central Maryland between Baltimore and Washington, Howard County offers the charm of a historic past mixed with the excitement of a cosmopolitan community.

Highly complex, administrative and customer service work which includes performing tasks essential to the daily operations of the Division of Tax Customer Service. Work requires detailed knowledge of property tax assessment and billing along with advanced knowledge of property tax credits, tax sale, and business and liquor licenses. In addition to providing a high-quality level of customer service to constituents regarding Real and Personal Property Tax Billing and Collections, the role includes processing, researching and addressing complex resident requests related to mis‑posted payments, accounting variances, journal entries, and providing the necessary back‑up support to the Division Chief.

• Serve as a lead worker to other Assistant Support Technicians to resolve problems and ensure timely task completion.
• Provide customer service by phone, e‑mail, and over the counter to Howard County homeowners, constituents, title companies, mortgage companies, and state agencies for real and personal property taxes.
• Repost payments to reduce interest charged in error.
• Research and process corrections for misapplied payments including water & sewer recon keys.
• Research and process refunds for over payments.
• Contact third parties such as title companies, mortgage servicers, and State Department of Assessment & Taxation to resolve issues.
• Assist customers, mainly seniors, with general inquiries related to tax credits such as Senior Tax Credit and Homeowner's Tax Credit applications.
• Assist Division Chief and Division Technicians in researching and resolving complex mis‑posted payments with third‑party payment vendors including Auto Agent.
• Research and process refunds for real and personal property due to duplicate payments, over payment of taxes, abatements, and tax credits through SAP System and the MUNIS Tax System.
• Verify refunds and payee information; handle bankruptcy and foreclosure inquiries.
• Review daily cashier batches and lockbox receipts for address changes; forward to State Department of Assessments & Taxation.
• Create and monitor support tickets with Munis to correct bills that are out of balance or have other payment, interest, or charge code errors.
• Calculate complete tax sale payoffs for real property liens upon request of residents and tax sale certificate holders.
• Stay abreast of changes to division policies and procedures to ensure accuracy, compliance, and fiscal integrity.
• Record notes and attach the appropriate payment support, emails, calculation worksheets and/or any other applicable forms/documentation for requests processed in Munis or SAP.
• Provide customer service to customers paying by credit card and online check using Municipal software.
• Process refunds related to SDAT assessment decreases and interest refunds upon receipt of completed W9s.
• Process returned checks received by Accounting or third‑party payment vendors in Munis and send correspondences to payees as assigned by Division Chief.
• Review monthly RCS tax escrow reports and process the necessary payments or refunds based on account activity.
• Address online payment rejects from Lockbox, Municipal, Simplifile, and/or AR Box to ensure payment is posted correctly or refunded to the payee.
• Manage the Tax Customer Service e‑mail box to ensure timely and accurate responses to constituents, mortgage and title companies, and other stakeholders.
• Provide corrected bills and payoff balances for real and personal property tax inquiries.

This job has no supervisory responsibilities.

Bachelor's Degree and one (1) year related experience or an equivalent combination of education and experience.

Regularly required to sit; occasionally required to stand, walk, reach, and lift up to 10 pounds. The work environment is usually quiet. Reasonable accommodations may be made for individuals with disabilities.