Supervisor, Customer Service, Revenue and Taxation

Reporting to the Manager, Revenue and Taxation, the Supervisor of Customer Service is responsible for the scheduling, training and monitoring of performance of the Customer Service and Payment Processing teams within the Revenue and Taxation business section. The Supervisor acts as a resource and facilitator for the members of the team as well as for peers providing support and guidance on a variety of situations.

• Supervise and co-ordinate the activities of the Customer Service unit, Revenue and Taxation section.
• Oversee the accurate updating of property tax account information, and timely response to correspondence and service requests.
• Oversee the processing of payments and ensure timely deposit to the City’s bank and in the general ledger (GL).
• Approve and sign the Cashiers bundle and the Daily Deposit Summary, and provide it daily in a timely manner to the Tax Billing and Accounting team.
• Liaise with the Citizen Contact Centre ensuring Revenue and Taxation information in the City’s Knowledge Base is current.
• Develop and implement operational policies, procedures and user manuals.
• Act as a resource to assist staff when addressing issues and inquiries and respond to escalated customer service issues received from the public, outside agencies and the Councillors / Mayor’s offices as required.
• Drive continuous improvement initiatives.
• Identify trends, potential issues and opportunities for service delivery improvements to ensure a high level of customer satisfaction.
• Stay current on relevant government legislation and implement required changes to operational policies and procedures.
• Address discrepancies immediately to ensure the integrity of the tax software system is maintained.
• Liaise with IT and payment systems vendors to ensure integrity of systems and their functionality.
• Responsible to hire, train, develop, coach, schedule and evaluate staff and ensure compliance to policies, procedures and legislation.
• Other related duties as assigned

• Graduation from a recognized post-secondary institution, preferably in Finance, Business, Public Administration, or a related field.
• Minimum of five (5) years of related experience in a municipal finance, property tax or assessment environment or an equivalent combination of education and experience.
• Successful completion of the Municipal Tax Administration Program is preferred.
• Previous experience supervising and leading a team of staff is preferred.
• Possess strong organizational, time management, oral and written communication, and exceptional customer service skills.
• Knowledge of the Assessment and Municipal Acts, other related federal and provincial legislation and regulations, municipal by-laws, polices, and general bank procedures.
• Teamwork skills, including a demonstrated ability to collaborate and work in consultation with internal staff as well as external clients, and Members of Council.
• Proficient computer skills with MS Office specifically Word, Excel and Microsoft Outlook.
• Experience with TXM Tax Manager, POS systems, INFOR, KBCity, Share Point, SAP Personas and Municipal Connect is an asset.
• Possess effective decision making, judgement, mathematical, analytical and problem-solving skills with the ability to determine an effective course of action.
• Proven ability to manage conflicts and develop solutions.
• Excellent leadership and interpersonal skills and the ability to handle sensitive and controversial issues with tact and diplomacy.
• Strong ability to manage a variety of duties simultaneously and efficiently.