Account Analyst II (Ncs) - Department Of Public Works

THIS IS A NON-CIVIL SERVICE POSITION

POSTING DATE: 05/02/2024

CLOSING DATE: 07/02/2024 AT 12:00 MIDNIGHT

SALARY: $43,753.00 - $52,220.00 Annually

CLASS DESCRIPTION

Baltimore City's Department of Public Works is seeking an Account Analyst. An account Analysts serve as a liaison between customers and City Agencies. The additional Customer Care Analysts provide additional support to existing customer services, with a particular emphasis on proactive account outreach to identify and limit delinquency balances.

ESSENTIAL FUNCTIONS

• Evaluates complex customer requests received by telephone, mail, email, or in person for an adjustment to City provided services.

• Recommends adjustments, cancellations, and/or corrections to complex account issues.

• Prepares and calculates adjustments and refunds to customer accounts.

• Approves the removal or adjustment of charges, penalties, and the issuance of credits or refunds within limits and Division policy guidelines.

• Provides training assistance to staff and new employees in billing policies and procedures.

• Assists the supervisor in establishing procedural operations and monitoring staff performance.

• Contacts appropriate field personnel for resolution of customer complaints and follow- up.

• Investigates and resolves written or verbal customer inquiry problems of a non-routine nature.

• Schedules field inspections, investigations, and additional field activities to resolve problems or discrepancies processed on accounts.

• Assists with initial requests; verifies property and permit data; and issue appropriate work orders.

• Researches and maintains fiscal, service, and related records unique to City services and billing.

• Reviews and corrects routine errors in the customer master file database.

• Interprets City services, billing, and collection policies to customers.

• Operates front end UMAX365 software system for billing, payment application and account research.

• Trains staff and new employees in the billing policies and procedures manual and PPM.

• Reviews accounts subject to annual tax lien and provides guidance on payment arrangements options.

• Collaborates with DPW Legal division with reviewing and making recommendations on delinquent account resolutions.

• All duties associated with achieving division goals.

EDUCATION AND EXPERIENCE REQUIREMENTS

EDUCATION: Have graduated from an accredited high school or GED certificate.

AND

EXPERIENCE: Have three years of experience in billing/collection, preferably in a municipal government, with general knowledge of Microsoft Office Suites as a part of the customer service delivery environment.

OR

NOTES(EQUIVALENCIES): Have an equivalent combination of education and experience.

KNOWLEDGE, SKILLS, AND ABILITIES

• Knowledge of office systems, practices, procedures, and administration.

• Knowledge of general office equipment and personal computers to include word processing, spreadsheets, and related software packages such as Excel and Microsoft Word.

• Ability to effectively communicate both verbally and in writing with internal and external customers through phone, email or in person.

• Ability to handle checks and money orders and deliver them to the DOF cashier.

• Skill in researching both hardcopy and electronic records and files.

• Ability to assign, review and approve the work of Customer Care Analysts I and II.

• Ability to interpret, explain, and apply billing policies, and procedures.

• Ability to make moderately complex mathematical computations with speed and accuracy.

• Ability to understand and follow complex oral and written instructions.

• Ability to operate a desktop computer and routine software programs, including routine billing system procedures.

• Ability to maintain clerical and accounting records and to prepare reports from such records.

• Ability to establish and maintain effective working relationships with co-workers and customers.

• Ability to adapt to frequent changes in processing of daily work and to be highly productive and accurate.

NOTE: Those eligible candidates who are under final consideration for appointment to positions in this class will be required to authorize the release of criminal conviction information.

BALTIMORE CITY AN EQUAL OPPORTUNITY EMPLOYER