Customer Service Technician - Back-Office Cashier

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.

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.

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.