Billing and Collections Supervisor

The purpose of this classification is to manage and direct the day-to-day operations of the revenue business office. This position is responsible for supervising, planning and coordinating staff engaged in license issuance and tax collection, insuring and promoting excellent customer service, and applying/monitoring cash management policies/procedures.

• Provides direction, guidance, training, and assistance to employees; coordinates daily work activities; organizes, prioritizes, and assigns work; monitors status of work, inspects completed work, and troubleshoots problem situations.
• Verifies transactions, reconciles all receipts, prepares general fund bank deposit and balances cash daily.
• Corresponds with banks on all deposit errors, discrepancies or problems; resolves issues.
• Ensures and maintains professional customer service; supervises customer service activities, reviews and resolves difficult customer inquiries and complaints.
• Recommends accounts receivable and customer service policy and procedures; identifies and recommends opportunities to improve revenue collections.
• Communicates with various city departments concerning the proper recording, receipting, and internal control procedures for all city collections.
• Coordinates with the revenue officers on all delinquent tax accounts, including sales, use, rental tangible personal property, residential rental, liquor, and lodging; instructs revenue officers on payment plans for taxpayers and/or court appearances.
• Ensures the collection of tax and license revenue is in compliance with all city/state/federal laws and ordinances.
• Instructs taxpayers on license and tax filing and remittance procedures in order to promote compliance with city/state tax laws and requirements applicable to their business.
• Clarifies business classifications to staff and/or business owners and verifies and instructs staff on type of tax(es) required and how tax(es) should be remitted/collected.
• Exhibits decision‑making skills to promptly resolve issues facing the Revenue and Financial Services Division.
• Consults with taxpayers on problems and errors relating to their business tax accounts; provides assistance and solutions to problems/errors.
• Coordinates training activities for new employees and existing staff; provides guidance, assistance, and technical expertise.
• Prepares various monthly and annual revenue collection reports (cash and accrual basis), including monthly revenue analysis reports, fiscal year comparative analysis, delinquent account reports, and budget to actual analyses; provides reports to the Chief Billing and Collections Officer.
• Maintains and tracks cumulative totals on revenues collected; prepares various spreadsheets with totals of various taxes; balances daily revenue totals to daily collections; investigates and corrects any differences.
• Researches information on requests for refunds; submits findings to the Chief Billing and Collections Officer for approval or denial.
• Must be skilled at dealing constructively with conflict and responding with tact, composure, and courtesy when dealing with upset taxpayers.
• Attends conferences, workshops, and seminars to stay up to date on license and tax issues; explore areas of new technology and concepts to improve business office efficiency and to enhance and improve customer service.
• Must be computer literate with ability to utilize software to construct, modify and maintain documents and spreadsheets in Microsoft Excel, Microsoft Access, Microsoft Word, and Crystal reporting.
• Develops and maintains cooperative and courteous relationships with officials, other departments, representatives from businesses, and the public to maintain good will toward the city and to project/promote a positive…