| Manager Revenue Client Support Position Summary The Manager, Revenue Client Support, will provide sectional leadership and expert guidance to staff and is responsible for the resolution of property owner inquiries escalated from Access Richmond Hill or received directly. You will also be responsible for the analysis and reporting of stormwater and user fee revenue, payment option updates, payment processing, ensuring the accuracy and completeness of the city’s property tax, water, and stormwater client account databases, and managing the receivables of property taxes, water, and stormwater billings and fees. Key Duties and Responsibilities - Provide guidance and advise staff in matters pertaining to the maintenance of client information within property tax and water databases for complete and accurate billing. Identify and develop strategies to improve the effectiveness of the process for the functions of the section; update sectional policies.Responsible to maintain and update property tax, water, and stormwater property owner and property-specific data on the client portal(s). Responsible for strategies to develop efficiencies between clients, the client portal, and property tax and water application database management for consistency across applications.
- Responsible for growth in client portal adoption.
- Lead Revenue Services' response and resolution of inquiries and complaints received directly, through Access Richmond Hill case management, or from senior management.
- Revenue Services external communication, including bill messaging, template letters, social media, and website. Anticipate needs based on trends or developing tax, water, or SWM events and issue frequently asked question messaging.
- Managing accounts receivables for property tax, water, SWM billings, and fees. Develop a collection policy and monitor aged receivables and credits. Establish and maintain key performance indicators.
- Maintaining and updating the electronic payment program for property tax, water, and SWM receivables, including the administration of online banking and pre-authorized debit programs.
- Collaborate with the Manager of Revenue Billing and Assessment for the testing and implementation of upgrades and patches for the property tax and water billing application.
- Responsible for the user-pay credit card program payment option for property tax, water, and stormwater receivables.
- Responsible for the administration of the stormwater fee ambassador program.
- Responsible for tax assistance program policy development in collaboration with provincial or regional staff.
- Responsible for the administration of city property tax assistance programs.
- Monitor industry trends for property tax, water, and stormwater user fees and credit and relief programs; recommend revisions to the Tariff of Fees; and lead process changes.
- Responsible for SWM database reconciliation and data management.
- Responsible for the annual operating budget for SWM, tax and water tariff of fees, and tax certificate revenues.
- Collaborate with the Fiscal Planning and Strategy team in the analysis of revenues for 2024 Water and Wastewater and SWM Management Financial Plans.
Education and Experience • Degree in Public or Business Administration or related discipline • Data Analytics experience, considered an asset • Lean Six Sigma - Yellow Belt, considered an asset • 5 to 7 years progressive experience in a similar role Required Skills/Knowledge • Knowledge of the Municipal and Assessment Act • Knowledge of payment processing guidelines • Knowledge of and demonstrated ability in client service and problem-solving challenging client account issues • Financial analysis and reporting • Experience with client self-service portal, ideally in a public sector environment • Data analysis • Experience with accounts receivable and collection in the public sector Leadership Competencies • Builds people and culture • Cultivates open communication • Demonstrates personal leadership • Navigates and leads through complexity and change • Shapes the future To apply: Please visit the City of Richmond Hill Career website at https://jobs.richmondhill.ca/job-invite/2401/ referencing the Posting ID – 2401. Application deadline is January 12, 2024 at 11:59 PM. We thank all candidates for their interest, however, only those under consideration will be contacted. The City of Richmond Hill is committed to inclusive, barrier-free recruitment and selection processes. If contacted to participate in the recruitment and selection process, please advise Human Resources if you require an accommodation. |
