Lead, Property Tax Collections

The Lead, Property Tax Collections provides leadership and coaching to Property Tax Collections CSRs on utilizing the best techniques to resolve inquiries, delinquent property taxes, and collection accounts, as well as creating, updating, and maintaining reports on all collection activities.  Monitors employee-customer interactions for quality and accuracy. Provides support to ensure that deadlines and delinquent property tax objectives are met. Ensures that CSRs are informed on all procedural updates. Researches and resolves customer inquiries from CSRs. Handles negotiations and payment plan audits while assisting the County Attorney's Office (CAO).  

Duties & Responsibilities  

Coaches, develops, and motivates CSRs by monitoring employee-customer interactions for accuracy and quality. Monitors team attendance, workload, performance, and optimal time utilization to identify patterns and address improvement opportunities.  

Ensures work objectives are achieved, including assisting with inquiries related to the entire collections process.  

Performs escalated account research, provides information regarding delinquent property taxes, which includes collecting payments, and prepares and audits payment plan agreements in collaboration with the CAO. Performs account maintenance requests via incoming escalated calls, walk-ins, or e-mails.  

Collaborates with upper management to complete employee evaluations as defined for the section and recommends or proposes performance refresher training needs.  

Ensures Property Tax CSRs are informed of all procedural and product updates. 

 

Knowledge, Skills and Abilities  

 Strong customer service skills with an expertise on de-escalations and negotiations. 

 Working knowledge of personal computers and related software including Microsoft Office.  

 Ability to work in a team environment and be open to change.  

 Ability to maintain confidentiality.  

 Knowledge of the State statutes and requirements for property tax collection processes. 

 Ability to effectively review and supervise collection activities.  

 Must possess typing skills of 35 wpm.  

 Ability to proactively prioritize tasks using effective time management skills. 

 Multi-tasking capabilities; ability to think logically, be flexible and goal oriented.  

Physical Demands  

This position requires a substantial amount of walking, some standing, sitting in an office environment, and light lifting such as three or four reams of paper or books (up to 20 pounds or an equivalent weight) may be required.  

Required Education / Experience  

High school diploma or G.E.D. equivalent required from an accredited institution.  Minimum three (3) years of experience in customer service/relations and/or call-center environment handling account escalations.