Call Center Representative

About the role

NYC Department of Finance (DOF) is responsible for administering the tax revenue laws of the city fairly, efficiently, and transparently to instill public confidence and encourage compliance while providing exceptional customer service. DOF's Customer Operations Division has oversight of the Department of Finance Business Centers, City Register's Office, and the Land Records, Adjudication, and Collections divisions. Customer Operations is charged with the processing of tax payments, parking violations payments, and all other charges collected by DOF. The division is also responsible for recording property transfers, adjudicating parking and camera violations, and managing the full life cycle of the department's enforcement activities related to unpaid business and excise taxes, parking fines, and Environmental Control Board summonses. The Collections Division is responsible for managing the full life cycle of the Department of Finance's enforcement activities related to unpaid business and excise taxes, parking fines, and Environmental Control Board summonses. The debt collection process involves specialized professional collectors, experienced in the art of negotiation, who provide debtors with options and encourage full payment. The division utilizes several collection tools to enforce compliance, including notices, telephone dunning, outside collection agencies, and special projects aimed at locating and taking enforcement actions against assets. The Collections Division's Parking/ECB unit is seeking to hire a Call Center Representative. Reporting to the Call Center Manager, the selected candidate's duties and responsibilities for this position include, but are not limited to: - Providing great customer service while simultaneously conducting debt collection efforts to secure payment from delinquent debtors. - Communicate regularly with debtors and/or their representative to collect or otherwise resolve unpaid and overdue taxes, charges, or fines. - Manages assigned caseload to determine which cases require follow-up, ensure work is completed within a specified length of time. - Respond to inbound debt collection calls, informing debtors of program benefits while collecting outstanding judgment debt. - Assist in resolving high volume of incoming or outbound customer communication resulting in revenue collected or discrepancy resolution. - Work with debtors to secure full payment, new payment agreement streams and/or the best step in collecting the past due amount. - Examine, analyze financials, other documents and/or conduct interviews to determine the financial stability of a debtor. - Work with debtors and associated DOF units to resolve debt discrepancies and/or non-filing of tax returns. - Utilize different investigative tools and techniques to locate debtors' contact information and possible retrainable assets. - Independently and jointly work with other Divisions in the seizure of found assets, including but not limited to bank accounts. Additional Information: In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire. This position may be eligible for remote work up to 2 days per week, pursuant to the Remote Work Pilot Program agreed between the City and the Collective Bargaining Unit representing employees serving in the civil service title.