Director, Call Center, Research - Manhattan, United States - NYC Careers

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Manhattan, United States

1 week ago

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Mark Lane

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Description

Director, Call Center, Research & Review Unit:

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Director, Call Center, Research & Review Unit:
Agency: DEPARTMENT OF FINANCE

Posted on: 06/12/2024

Job type: Fulltime

Location

MANHATTAN

Title Classification: Exam may be required

Department

Research & Correction

Salary range: $73, $83, IMPORTANT NOTE:
The NYC Department of Finance (DOF) is responsible for administering the tax revenue laws of the city fairly, efficiently, and transparently to instill public confidence and encourage compliance while providing exceptional customer service.
The Customer Operations Division has oversight of the Department of Finance business centers, City Register's Office, and the Land Records, Adjudication, and Collections divisions. Customer Operations is charged with the processing of tax payments, parking violations payments, and all other charges collected by DOF. The division is also responsible for recording property transfers, adjudicating parking and camera violations, and managing the full life cycle of the department's enforcement activities related to unpaid business and excise taxes, parking fines, and Environmental Control Board summonses.
The Land Records Division and its Office of the City Register record and maintain all official documents related to real estate, including deeds, mortgages, and leases. The division has offices in every borough except for Staten Island, where the Office of the County Clerk provides these functions. Land Records records approximately 550,00 documents annually and collects over $5 billion annually in real property transfer and mortgage recording taxes. The Division maintains and updates New York City property ownership records and provides review and research services for those records. The Land Records Division also administers the property tax lien sale for property tax enforcement, interacting with the NYC Law Department, the Mayor's Office of Management and Budget, and the Lien Trust Program.
Supervise staff in the Research and Correction Unit.
Supervise staff monitoring the Land Records Help Desk.
Supervise the review of suspected fraud cases, working closely with the Sheriff Division.
Work closely with the City Register/Deputy City Register in obtaining and certifying required documents for potential fraud cases handled by the District Attorney and New York State Attorney General Office.
Train staff on the procedures for conducting title research for DOF, and Governmental agencies to determine property ownership. Travel to all City Register locations, County Clerks offices, and Borough President offices in the 5 boroughs to complete research.
Supervise updating of recorded index and agency internal files.
Interact with the Title and Real Estate industry to discuss and advise them on policies affecting recording and filing of documents for recording.
Track and monitor daily phone, web, Customer Relationship Management System (CRM) and 311 inquires.
CRM and Property Tax System Liaison between the division and the FIT teams
Collect and analyze unit statistics to achieve customer satisfaction and employee engagement.
Work on special projects, prepare timely reports and keep detailed records as required.
Work closely with the First Deputy City Register to develop unit procedures and recommend policy and procedures that will benefit the division.

Minimum Qualifications1. A baccalaureate degree from an accredited college and three years of satisfactory full-time progressively responsible clerical/administrative experience, one year of which must have been in an administrative capacity or supervising staff performing clerical/administrative work of more than moderate difficulty; or

An associate degree or 60 semester credits from an accredited college and four years of satisfactory full-time progressively responsible clerical/administrative experience including one year of the administrative supervisory experience described in "1" above; or
A four-year high school diploma or its educational equivalent approved by a State's department of education or a recognized accrediting organization and five years of satisfactory full-time progressively responsible clerical/administrative experience including one year of the administrative supervisory experience as described in "1" above;

Preferred Skills- Prior supervisory experience is preferred. - Strong interpersonal and teamwork skills. - Ability to adapt to a fluid work environment and changing priorities and needs. - Detail oriented and the ability to multi-task. - Skilled in effective, clear and persuasive oral and written communications. - Strong computer and technical skills including but not limited to Word, Excel, Power Point.

- Knowledge of The Property Tax System functionality for Real Property Transfer Tax.- 55a ProgramThis position is also open to qualified persons with a disability who are eligible for the 55-a Program.

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