Customer Service Rep

IMPORTANT NOTE:
ONLY CANDIDATES WITH A PERMANENT CLERICAL ASSOCIATE OR COMPARABLE CIVIL SERVICE TITLE WILL BE CONSIDERED FOR AN INTERVIEW. PLEASE INCLUDE YOUR EMPLOYEE IDENTIFICATION NUMBER (EIN) WHEN APPLYING AND INDICATE IN YOUR COVER LETTER YOUR PERMANENT CIVIL SERVICE TITLE.

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.

The Customer Operations Division has oversight of the DOF 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 Adjudication Division is responsible for conducting hearings on all parking and camera violations issued in New York City. It hosts in-person hearings in the business centers and conducts hearings by mail, web, and mobile app. In addition, the judges hear appeals of parking ticket determinations, and a special unit for Commercial Adjudications conducts hearings and appeals on tickets issued to commercial vehicles.

The Customer Service Representative is a critical position in the Adjudication Division, which adjudicates more than 2 million summonses per year. The Customer Service Representative supports the daily operation of the Administrative Law Judges (ALJ's) adjudicating parking summonses on behalf of the City. These two (2) positions are in the Operations Unit.

Responsibilities include:
- Reviewing appeals claims against DOF records, such as Decision and Orders received by the respondent and databases, such as STARS, (the system of record), verifying all information; enabling the public to make sure they know their hearing determination as well as the proper amount owed for their summons(s).
- Ensuring in-person appeal hearings are scheduled in a timely manner with no conflicts.
- Prepares files for the appeals panel to adjudicate for respondents choosing to have their appeals heard by mail.
- Reviewing and distributing all incoming mail to the staff for processing.
- Interfacing with the public for in-person appeals which includes checking in the respondent and ensuring all information regarding their appointment is updated accordingly.
- Ad hoc assignments within the Special Adjudications Unit as directed by the Chief Administrative Law Judge, Director, or Supervisors.

Additional Information:
The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.

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.

Qualification Requirements
A four-year high school diploma or its educational equivalent approved by a State's department of education or a recognized accrediting organization and one year of satisfactory clerical experience.
Skills Requirement
Keyboard familiarity with the ability to type at a minimum of 100 key strokes (20 words) per minute.

The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.