Associate, Collections

Job Summary

Reporting to the Supervisor, Collections, the successful candidate will be an integral member of the Collections team. This team is responsible for the collection of miscellaneous City Accounts Receivable, defaulted Provincial Offence Act Fines, Property Tax and the Municipal Accommodation Tax.

Duties and Responsibilities

• Prepare and issue collection letters, notices, invoices, related correspondence for delinquent accounts;
• Daily review and process reports received from the Court into CAMS related to payments, extensions, appeals, motion, re-openings, and adjust action collections as necessary;
• Respond to all inquiries regarding unpaid accounts via correspondence, by telephone, or assist customers at the counter via appointments;
• Negotiate payment terms, follow-up and recommend further collection activity;
• Apply payments received from third party collection agencies, bailiff, and members of the public to the appropriate account;
• Reconcile and process payment of third party collection agency invoices;
• Provide quality customer service by responding to internal and external customer inquiries;
• Maintain and update account information regularly;
• Liaise with City departments, third party collection agencies and bailiff;
• Undertake research and prepare files for accounts for tax sale;
• Perform other duties as assigned.

Skills and Qualifications

• Completed post-secondary education with a focus on finance, accounting, or business;
• Minimum two years related experience in customer service, credit and collection;
• Previous experience in municipal taxation, provincial fines and accounts receivable is an asset;
• Completion of, or current enrolment in Municipal Revenue Administration Program (MRAP) is an asset;
• Knowledge and understanding of relevant legislation, by-laws and policies relating to collections of property tax, provincial offence fines and accounts receivables is an asset;
• Excellent interpersonal and communication skills (verbal and written) with the ability to handle sensitive and controversial issues with confidentiality, tact and diplomacy;
• Excellent negotiating skills with an emphasis on customer service;
• Must have strong technical, research, analytical skills with high level of accuracy and attention to detail;
• Proficient computer skills with MS Office specifically with Word, Excel, Outlook and WebEx;
• Experience with TXM Tax Manager, SAP, INFOR, CAMS, ICON, SharePoint, Crystal and Municipal Connect is an asset;
• Excellent time management skills with the ability to work under pressure, prioritize competing work demands and meet legislative deadlines;
• Demonstrated ability to work both independently with little to no supervision and collaboratively within a team environment;
• Flexible with rotation of duties and hours of work;
• Hybrid work environment with regular attendance at City Hall.