Financial Customer Service Representative

Center for Digital Governmtent; Annapolis (MD); Hybrid; USD 48.000 - 62.000; Vollzeit

Benefits dieser Stelle

Health insurance

Dental insurance

Vision insurance

Retirement plan

Zusammenfassung

Anne Arundel County Government is hiring a Financial Customer Service Representative in the Office of Finance. This full‑time, permanent role handles inquiries and complaints from the public, delivering professional service and accurate billing support.

During the probationary period, the hybrid position requires on‑site work Monday through Friday. Responsibilities include answering phones, assisting walk‑in customers, processing mail and deeds, and resolving billing issues with customers.

Qualifikationen

• Graduation from high school; college coursework in public relations or a related field.
• Four years or more of public contact work involving complaint and problem solving.
• Note: a thorough background check is required.

Aufgaben

• Answers telephone calls and assists walk‑in customers with inquiries.
• Processes mail and deeds; updates billing files as needed.
• Reviews billing files and certifies liens or issues duplicate bills as required.
• Resolves billing issues and processes adjustments in collaboration with customers.

Kenntnisse

Bilingual English/Spanish

Customer service

Phone support

Communication skills

Ausbildung

High school diploma

Tools

MUNIS

MAINFRAME

ACD system

Jobbeschreibung

• Spanish/English Bilingual speaking experience.

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

• 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

• 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.

Benefits

• 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