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Customer Service Representative - Collector's Office

Jefferson County, MO - Government
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JOB SUMMARY

Customer Service Representative

Provides comprehensive customer-facing support . Handles inquiries, payments, filings, notices, complaints, scheduling, and public information while ensuring accuracy, confidentiality, professionalism, and adherence to established legal and administrative procedures.

ESSENTIAL JOB FUNCTIONS

  • Payment Intake: Post window/mail/online payments; issue receipts.
  • Batch Balancing: Reconcile daily batches; prep deposits; research variances.
  • Delinquent Collections: Generate notices; track payment plans; follow up.
  • Bankruptcy Support: File claims/waivers; track orders; update accounts.
  • Customer Assistance: Answer calls/counter questions; explain bills/credits.
  • Mail Processing: Open/sort mail; return undeliverables.
  • Records & Imaging: Scan/index tax docs; QA imaging logs.
  • Returned Checks: Process NSF items; coordinate restitution.
  • Reporting: Prepare daily/monthly collection and distribution reports.
  • Cross-Training: Support counter and phones during peaks.
  • Attention to detail: Cashiering & balancing

The individual in this role is expected to contribute to the team's efforts by completing other related tasks, as may be assigned.

 

Requirements

 

EDUCATION AND EXPERIENCE – The following are the minimum education and experience required for the position. An equivalent combination of education, training and experience may be considered.

Education

HS diploma or GED

Experience

2 years previous relevant work experience is required.

Licensing

May require a valid State Driver’s License

SUCCESS FRAMEWORK – The following list of knowledge, skills, and abilities have been identified by our team as building blocks towards efficiency and effectiveness in this role.

  • Knowledge of tax collection processes, delinquency workflows, and liens.
  • Knowledge of batch balancing, payment reconciliation, and audit trails.
  • Knowledge of bankruptcy, court orders, and returned check procedures.
  • Skill in using tax systems, payment portals, and MS Office.
  • Skill in high-accuracy data entry and document imaging.
  • Skill in counter service and phone support for taxpayers.
  • Ability to apply statutes, policies, and fee schedules correctly.
  • Ability to research accounts and resolve discrepancies.
  • Ability to maintain confidentiality of financial and taxpayer data.
  • Ability to prepare clear summaries, receipts, and daily reports.
  • Skill in coordinating with courts, banks, and other offices.
  • Ability to prioritize work during high-volume periods.
  • Skill in maintaining imaging logs and retention schedules.
  • Ability to explain bills, credits, and adjustments to the public.
  • Ability to exercise sound judgment with minimal supervision.

EQUIPMENT AND TOOLS commonly associated with the performance of the functions of this job.

Computer; Microsoft 365 (Excel, Word, Outlook, Adobe Acrobat, Quicken); calculator; multi-line phone and voicemail; copier/printer/scanner; remote deposit scanner; receipt printer; cash drawer; check endorser; data repository; collection system; invoice system; ATM.

WORK ENVIRONMENT or atmospheric conditions commonly associated with the performance of the functions of this job.

  • Office/counter; high seasonal volume; cash controls; sitting/standing; light lifting of boxes.
  • Some situations may require early morning or late evening hours.
  • May be required to work in high or dangerous places.
  • May frequently be exposed to uncomfortable temperatures, humidity, noise, chemicals/gases, contagious diseases, airborne particles/pathogens, and/or physical trauma.
  • May be required to work in confined spaces.
  • May be exposed to fumes or airborne particles.

PHYSICAL ABILITIES – The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job.

  • Work requires the ability to sit, stand, walk for extended periods of time.
  • Work requires the ability to complete repetitive wrist, hand, and/or fine motor movement.
  • Work requires the ability to grasp, pull, push, and reach.
  • Work requires the ability to climb and balance.
  • Work requires the ability to talk, hear, listen, and comprehend.
  • Work requires the ability to drive and/or operate mechanical equipment.
  • Work requires visual acuity of 20 feet or more, visual acuity of 20 inches or less, three dimensional vision, precise hand/eye coordination, the ability to identify and distinguish colors
  • Must be able to lift up to 20 pounds.
  • Work requires the ability to stoop, kneel, crouch, and/or crawl.