Taxation Customer Service Advisor

2 weeks ago

Edmonton, Canada City of Edmonton Full time

**Job Number***:
**48720**

The Assessment and Taxation Branch (A&T) plays a very important role in Edmonton’s financial stability providing in excess of 55% of the annual operating revenue required to fund the services our citizens rely upon.

Reporting to the Supervisor of the Taxation Customer Service, the Taxation Customer Service Advisor is responsible to respond to both external and internal customers by working as a member of a team within a multi-functional environment that provides a wide range of services in Assessment & Taxation.

With a focus on the City of Edmonton’s Cultural Commitments to Safe, Helpful, Accountable, Integrated and Excellent, you will:

- Process assessment and taxation inquiries/requests (both in-person and electronic) relating to the monthly payment program, property tax account maintenance, tax accounting (including refunds and transfers), tax notification/sale, historical tax search requests, the MyProperty.ca website, exemptions, Business Improvement Area tax, local improvement, Clean Energy Improvement taxes, and annual/supplementary/amended property tax notices
- Action and resolve CRM tickets as initiated by 311 and respond to citizen inquiries/requests related to Assessment & Taxation, within agreed upon service level; clarify and assess customer requirements and communicate the requirements and provisions as set out in branch and department policies and procedures, and Council approved programs
- Provide solutions and options that meet customer needs or refer citizens to the appropriate resource or agency. Inform customers on services and requirements, provide direction for additional information on the web and/or provide printed materials as appropriate
- Educate citizens on legislation including the Municipal Government Act (MGA), municipal bylaws and policies, fee schedules, procedures and other legislation relating to Assessment & Taxation
- Research, review and verify property tax account information using the TACS system. Investigate and resolve concerns/issues as brought forward by property owners, take ownership and make sound decisions, determine when it is necessary to consult management as part of the resolution process
- Forward various forms and other information to other teams in Assessment & Taxation by scanning documents to network and cloud-based drives and using appropriate gmail accounts
- Process payments for tax products using Inovah and following Corporate Cash Handling Procedures
- Manage both inbound and outbound calls concerning property tax and assessment matters for the City of Edmonton, all while upholding exemplary call quality in line with industry best practices
- Ensure accurate calculations and documentation are communicated to citizens and are filed appropriately
- As workloads require, receive cross training and assist other Taxation teams (e.g. Monthly Payment Plan, Account Administration, Tax Accounting) in performing tasks that ensure timely service and enhanced communication to citizens, and to ensure that Taxation deadlines are met from a citizen's perspective
- Participate in monthly team and section meetings to exchange information
- Perform other related duties as assigned

**Qualifications**:

- High School Diploma
- A minimum of three (3) years of progressively responsible customer service experience including two (2) years of direct public contact explaining a broad range of policy and legislation
- Proficiency in Google Suite products,TACS, POSSE, iNovah, CRM and other knowledge database tools
- Experience using OmniRim and SAP is an asset
- Completion of a Business Administration Certificate is an asset
- Ability to demonstrate a high standard for customer care, specifically within dispute resolution, de-escalation
- Ability to work in a fast paced, high volume, timeline driven environment with a strong focus on accuracy, organizational and time management skills including attention to detail and the ability to handle competing priorities
- Ability to manage customer expectations, handle difficult people, react quickly and positively to change, and retain a professional attitude at all times
- Well developed communication skills, able to demonstrate initiative and resourcefulness, able to maintain composure and courtesy in variously challenging situations, build positive relationships and strong partnerships with team members and customers (internal and external)
- Hire is dependent on a Criminal Records Check (CRC) security clearance that is satisfactory to the City of Edmonton and is a requirement of this position. There may be a cost associated with this requirement
- Demonstrate alignment with the Cultural Commitments of Safe, Helpful, Accountable, Integrated and Excellent, fostering an environment for others to do the same. For more information on the City’s Cultural Commitments, please visit edmonton.ca/our-culture
- Demonstrate the foundational competencies, key behaviours and attributes of the City’s six

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