SUPPORT ASSISTANT B

　　Amendment #2

　　01/26/2024

　　Please note change in Work Location details.

　　Job ID: 42566

　　Job Category: Administrative

　　Division & Section: Revenue Services, RevSvcs Customer Service

　　Work Location: Various Locations - North York Civic Centre, City Hall, York, East York (On-Site, 5 days per week)

　　Job Type & Duration: 1 Full-time, Permanent and 4, Full-time, Temporary (12 months) Vacancies

　　Hourly Rate: $33.64 - $36.55

　　Shift Information: Monday to Friday, 35 hours per week

　　Affiliation: L79 Full-time

　　Number of Positions Open: 5

　　Posting Period: 22-JAN-2024 to 05-FEB-2024

　　Major Responsibilities

　　Provides a high level of customer service by responding to a high volume of e-mails, telephone and in-person inquiries from senior staff, the public, agencies and other levels of government utilizing in-depth knowledge of procedures, regulations and criteria with regard to Property Tax and Utility (Water, Sewer and Solid Waste) charges, Parking Violations, Vacant Home Tax and Municipal Land Transfer Tax

　　Performs varied administrative tasks with detail involving preparation, analysis and reconciliation of data and the control and expedition of documents, revenues and cash using Tax and Water Management and Collection Systems (TMACS, WMACS).(verifying, accepting and posting incoming payments)

　　Receives and pays out cash, prepares bank deposits, end of day balancing, reconciliations and processes cheques and performs detailed calculations and computations to balance accounts. Secures float and revenues received to the vault at end of day. Sorts all payments for input to the accounting system

　　Reviews, accepts or rejects material/applications from the public, which includes providing information on compliance requirements for applicable legislation, by-laws, policies and procedures. Explains policies and procedures to the public, refers calls to proper authorities, when necessary, initiates service requests and records related information.

　　Prepares and processes documents/statistical summaries/reports, which includes performing complex calculations related to Property Tax, Utility (Water and Solid Waste), Parking Tickets, Vacant Home Tax and Municipal Land Transfer Tax etc. Performs and records daily PCI compliance.

　　Processes all monies and payments received on account of taxes, utilities, parking tags and various other revenues, that are payable to the City of Toronto. Issues receipts for payments and retains stub portion of payment for balancing.

　　Assesses and analyses data. Drafts and signs correspondence, which includes providing customers with analysis of current/projection billing trends as related to Property Tax, Utility (Water and Solid Waste), Parking Tickets, Vacant Home Tax and Municipal Land Transfer Tax. Conducts research and analysis to develop billing options for interested parties.

　　Coordinates and maintains complex record, retrieval and ticketing systems, including entering, retrieving and interpreting data in Revenue Services systems, e.g., Tax/Water Management and Collection System (TMACS, WMACS) Parking Tag Management System (PTMS) and Class (Payment Manager).

　　Trains assigned staff and checks/verifies work of assigned staff for accuracy, including escalating issues to the supervisor/manager when applicable

　　Operates office equipment and computers utilizing a variety of software packages, applying speed and skill.

　　Key Qualifications:

　　Your application must describe your qualifications as they relate to:

　　Considerable experience providing front line customer service and working in a high-volume customer service oriented environment performing various administrative and accounting tasks including preparing statistical summaries, reports, responding to customer enquiries and dealing directly with the public in person, by phone and email,

　　Considerable administrative/clerical experience, including the handling of payments such as cash, cheques, debit and credit card, making accurate/complex calculations, data analysis and bank reconciliations.

　　Considerable experience using Microsoft Office Suite (e.g. Microsoft Word, PowerPoint, Excel) and case management systems. Knowledge in other applications such as PTMS and Class are good to have.

　　Considerable experience accurately entering, retrieving, reviewing and updating data and maintaining databases.

　　Considerable experience with problem solving and dispute resolution of customer inquiries and concerns.

　　You must also have:

　　Excellent interpersonal and customer service skills and the ability to communicate effectively with the public, senior staff, agencies, other levels of government and elected officials, in person, by phone and in writing.

　　Excellent verbal and written communication skills and with the ability to effectively communicate with all levels of staff and public.

　　Ability to perform complex detailed calculations.

　　Ability to work independently with minimal supervision, prioritize work schedules and complete assigned duties within timelines.

　　Ability to work cooperatively and effectively as part of a team.

　　Confidence in working in a very fast pace and high volume work environment daily

　　Strong organizational and multi-tasking skills and the ability to meet deadlines and evaluate priorities.

　　Strong keyboarding and proof-reading skills with an emphasis on attention to detail and accuracy

　　Ability to exercise independent judgement and discretion in dealing with confidential matters.

　　Ability to handle and resolve difficult/contentious situations, often dealing with concerned citizens in stressful situations, calmly with tact and diplomacy.

　　Knowledge of policies, practices and legislation relating to municipal taxation, City of Toronto Act, 2006, cityby-laws, provincial legislation and Municipal Freedom of Information and Protection of Privacy Act.

　　Knowledge of procedures, regulations and criteria regarding Property Tax, Utility (Water, Sewer and Solid Waste Billing), Parking Tickets, Vacant Home Tax and Municipal Land Transfer Tax.

　　NOTE TO INTERNAL FULL-TIME AND PART-TIME CITY OF TORONTO EMPLOYEES:

　　City of Toronto employees must apply to full-time or part-time employment opportunities posted on the City's Internal Job Posting Portal.

　　Equity, Diversity and Inclusion

　　The City is an equal opportunity employer, dedicated to creating a workplace culture of inclusiveness that reflects the diverse residents that we serve. Learn more about the City’s commitment toemployment equity (https://jobs.toronto.ca/jobsatcity/content/Hiring-Policies-and-Statements/?locale=en_US) .

　　Accommodation

　　The City of Toronto is committed to creating an accessible and inclusive organization. We are committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require Code-protected accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs. Disability-related accommodation during the application process is available upon request . Learn more about the City’sHiring Policies and Accommodation Process (https://jobs.toronto.ca/jobsatcity/content/Hiring-Policies-and-Statements/?locale=en_US) .