Customer Service Technician - Back-Office Cashier

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About

This is an EXCITING time to Join the City of Richmond! We are committed to nurturing talent, fostering growth opportunities, and building strong connections within our workforce. As we continue to make strides to becoming the employer of choice, we are thrilled about the below employee benefit enhancements:

• Virginia Retirement System (VRS)
• Language Incentive
• Referral Bonus
• T uition Assistance Program
  
  

Description

The Back Office Cashiering Operations Specialist role is crucial for ensuring the accurate and efficient processing of city revenues and providing exceptional back-office support for citizen services. This position provides advanced-level support for the city's financial operations, focusing on revenue processing, account management, and intricate customer inquiries. While primarily a back-office function, the specialist may be called upon to assist with escalated customer service issues and will play a key role in maintaining data integrity and operational efficiency. The ideal candidate will be adept at problem-solving, meticulous with data, and capable of working independently while also contributing to a collaborative team environment.

Duties include but are not limited to

Process And Reconcile Revenue

• Daily import and process uploaded files from various payment platforms including Invoice Cloud, Virginia Interactive, Ebox, Mortgage, and Wells Fargo lockbox.
• Prepare detailed reports for payments processed via the Remittance Processor.
• Record end-of-day totals for settlement unit reconciliation.
• Prepare cash letters and upload Check 21 files daily using Wells Fargo CEO after end-of-day closing.
• Reconcile funds received and transmit/post electronic files.
• Operate machines such as cash registers and remittance processors.
  
  

Account Management & Reconciliation

• Process and oversee daily account research requests from citizens, internal departments, and external customers.
• Research and correct account errors and system discrepancies.
• Daily monitor deposit adjustments and retrieve physical checks as needed for manual deposit creation.
• Resolve customer complaints and billing queries, processing changes to accounts.
  
  

Operational Support & Policy

• Establish and interpret policies and procedures related to cashiering and revenue operations.
• Assist with testing system upgrades and implementations to ensure seamless transitions.
• Enter data into assigned systems accurately and efficiently.
• Assist with training other employees on back-office procedures and systems.
• Perform basic clerical functions such as filing, correspondence, and mail sorting.
  
  

Customer Interaction (As Needed)

• Respond to phone calls, emails, and in-person inquiries related to complex account issues or escalated customer service needs.
• Provide advanced-level customer service, handling both basic and escalated inquiries.
  
  

Qualifications, Special Certifications And Licenses

KNOWLEDGE, SKILLS, AND ABILITIES:

Knowledge (some Combination Of The Following)

• Best practices related to customer service policies and procedures
• Real estate/tax relief
• Municipal governments
• CIS billing system
• City of Richmond Assessors File
• Familiarity using standard office equipment
  
  

Skills (some Combination Of The Following)

• Proficiency at Microsoft Office Suite
• Data entry
• Diplomacy
• Problem-solving
• Account management
• Oral and written communication
• Interpersonal communication
• Basic mathematics
• Customer service
• Researching
• Interacting with potentially irate or irrational customers
  
  

Abilities (some Combination Of The Following)

• Multi-task
• Listen attentively
• Analyze information
• Work with diverse populations
• Work in a fast paced environment
• Analyze data to resolve customer issues or concerns
  
  

Minimum Training And Experience

• High School Diploma or GED
• Three years of customer service and payment processing, reconciliation and adjustment experience
• An equivalent combination of training and experience (as approved by the department) may be used to meet the minimum qualifications of the classification
  
  

LICENSING, CERTIFICATIONS, And/or OTHER SPECIAL REQUIREMENTS

• None required.
  
  

Equal Employment Opportunity Statement

The City of Richmond provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

The City of Richmond is committed to the full inclusion of all qualified individuals. As part of this commitment, the City of Richmond will ensure that persons with disabilities are provided with reasonable accommodations. If you require reasonable accommodations under the Americans with Disabilities Act (ADA) to participate in the job application and/or the interview process, please contact Jessica McKenzie, Human Resources Manager by email at Jessica.McKenzie@RVA.GOV .

This policy applies to all terms and conditions of employment, including recruitment, hiring, placement, promotion, termination, layoff, transfer, leaves of absence, compensation and training.

The City of Richmond Values Veterans. We are an official V3 Certified Company.

The City of Richmond is a proud partner with the US Army Partnership for Your Success PaYS Program.