Customer Assistant II

Position Description
SEIU Level F
Finance Department: Collectors Office
Customer Assistant II

Job Summary
As a member of the Customer Service Team, performs a full range of complex procedural accounting and clerical duties associated with computation, reconciliation and posting of accounts.

Supervision Received
Works under the general supervision of the Treasurer/Collector and Assistant Collector. Regularly performs duties independently and exercises considerable judgment in determining which of the many procedures to follow and appropriate order of performing tasks. Refers unusual or unclear policy issues to supervisor.

Supervision Exercised
Generally none. The employee is responsible for their own work, but may also be expected to provide occasional assistance to lower level, part time, or new employees.

Major Duties
1. Responsible for receipt of cash and verification of funds collected over the counter. Calculates and assesses interest due on delinquent accounts. Maintains and reconciles daily cash drawer. Prepares and balances deposits; examines receipts for accuracy and completeness.

2. Responsible for at least one collection area (i.e., Parking, ambulance, etc.), including but not limited to collection, posting, balancing, abating, refunding and reconciliation of accounts.

3. Performs routine clerical and administrative work in answering phones, receiving the public, providing customer assistance, data processing, and bookkeeping. Inputs data to standard office and department forms; compiles data for various reports.

4. Responsible for processing information using complex computer systems and maintaining appropriate data base for assigned collection area.

5. Actively participates in Customer Service Team meetings. Analyzes billing, collection and customer service processes and makes recommendations to management for changes in procedures.

6. Researches and responds to taxpayer inquiries about account balances. Composes, types, and edits a variety of correspondence, reports, memoranda, and other material requiring judgment as to content, accuracy, and completeness.

7. Coordinates billing with other departments for assigned collection area.

8. Performs other accounting and clerical duties as assigned.

 Minimum Qualifications
Graduation from a high school or GED equivalent with specialized course work in office practices such as accounting and bookkeeping, typing, filing, and two (2) years of increasingly responsible experience in accounting, banking or finance, or any equivalent combination of related education and experience.

Thorough knowledge of office collection and accounting processes; ability to perform complex accounting duties; working knowledge of computers and electronic data processing; working knowledge of accounting principles and practices; comprehensive understanding of collection policies and procedures; knowledge of modern office practices and procedures. Skill in operation of listed tools and equipment. Ability to effectively meet and deal with the public; ability to communicate effectively verbally and in writing; ability to handle stressful situations; ability to organize and prioritize workload; ability to research and analyze; and thorough knowledge of town procedures and operations.

Tools and Equipment Used
Telephone; personal computer including word processing excel and other spreadsheet software; copy machine; postage machine; fax machine; calculator.

Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to sit and talk or hear. The employee is occasionally required to walk; use hands to finger, handle, or feel objects, tools, or controls; and reach with hands and arms.

The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.

Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The work environment is generally an office setting and the noise level in the work environment is usually quiet.

Selection Guidelines
Formal application, rating of education and experience; oral interview and reference check; job related tests may be required.

The duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position.

The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.

For more information and to apply, visit www.amherstma.gov