Financial Regulatory Specialist - Business Tax

The Business Tax Specialist provides high-level customer service and technical support for the City’s business tax programs, including Business Personal Property (BPP), Business License (BPOL), and local excise taxes (Admissions, Transient Occupancy, and Meals). This role serves as a front-line resource—staffing the front desk, assisting taxpayers in person and via the City’s 311 system—and ensures accurate application processing, account maintenance, and tax adjustments in the Business Tax Portal.

In addition to taxpayer assistance and routine administration, the Business Tax Specialist performs paraprofessional regulatory and compliance functions.

• Manage Business related tickets escalated by the Finance Customer Service Group or Business Tax Technicians.
• Provide courteous, accurate, and efficient service to taxpayers by phone and electronic communication.
• Explain complex business tax requirements (BPP, BPOL, Admissions, Transient Occupancy, Meals) in plain language for non-tax experts.
• Triage escalated ticket requests, research accounts, and resolve complex issues; elevate matters to management when appropriate.
• Educate taxpayers on filing processes, deadlines, penalties/interest, exemptions, and documentation requirements.
• Document all interactions and resolutions in the City’s CRM/311 and Business Tax Portal systems.

• Review, verify, and submit new business applications and registrations.
• Process business license renewals and updates.
• Perform business-related compliance checks to confirm registrations, licensing, and tax filing status.
• Analyze accounts and perform corrections/adjustments in the Business Tax Portal in accordance with policy and procedure.
• Monitor required filings, reconcile accounts, and ensure accurate assessment and billing for applicable business taxes.

• Interact with business owners and third-party representatives (e.g., CPAs, attorneys, bookkeepers) to resolve tax issues and secure documentation.
• Coordinate with internal departments to streamline taxpayer services and compliance activities.
• Support cross-functional initiatives to improve compliance, reduce delinquency, and enhance taxpayer education.
• Escalate complex or sensitive matters to management with clear documentation and recommended options.

• Utilize the Business Tax Portal to process applications, adjustments, and communications.
• Perform data quality checks; reconcile discrepancies; ensure accurate account status and audit trails.
• Safeguard confidential taxpayer information and comply with all applicable privacy and records management requirements.
• Stay current on City ordinances, State statutes/regulations, and internal SOPs governing business taxes and collections.
• Recommend updates to procedures and workflows to improve efficiency, consistency, and taxpayer experience.
• Assist with staff training (e.g., systems use, customer service, compliance protocols).

• Accounting and finance
• Computer programs such as Microsoft Office Suite
• Electronic databases and related software applications such as Business Tax Enforcement systems (BTE), social media, and applications for retail liquor sales
• Governmental tax policies and procedures
• Notary Law and Procedures for Virginia Notaries Public
• Standard office technology and equipment
• State and City codes pertaining to the licensing of business and excise taxes
• Street vending regulations

• Proficiency at Microsoft Office Suite
• Data entry
• Diplomacy
• Problem-solving
• Account management
• Oral and written communication
• Interpersonal communication
• Basic mathematics
• Customer service
• Researching
• Interacting with potentially irate or irrational customers

• Follow standard procedures and established practices
• Exhibit integrity
• Maintain a professional demeanor

• Associate's degree in business, accounting, or related field
• One year of experience in a related field
• An equivalent…