The City of Norfolk's Department of Finance is currently seeking a Customer Service Supervisor. The Customer Service Supervisor oversees and evaluates the operations of subordinate staff. Administers operations to ensure the efficiency of financial transactions and revenue generating activities. Coordinates with other agencies, departments, vendors, and the public to enhance the customer service experience. Specializes in the debt set-off process, vendor management, delinquent debt collections, cash handling, incoming and outbound call handling, civil debt collections, document preparation, providing analytical reporting, and reconciling receivables within the financial systems. Offers suggestions to management with ideas on how to improve customer interaction, employee morale and streamline processes.

The Department of Finance provides centralized structure and support for the City of Norfolk, to include: financial reporting; debt; payroll; procurement; risk management; fiscal systems support; accounts payable; collections; business process improvement; and retirement. Finance’s Financial Reporting Division is responsible for facilitating the City’s annual external audit, preparing the City’s Annual Comprehensive Financial Report (ACFR), and maintaining the integrity of the City’s general ledger accounting system. Through the provision of assistance and guidance, the Department of Finance is positioned to interact with just about every City department and is a great place to build a career. We work hard, but we also have fun and take care of our greatest resource, our people.

Essential functions include but are not limited to:

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  Provides excellent telephone customer service to internal and external customers.
• Coordinates the daily operations of the Accounts Receivable/Collections Division to include delinquent debt collections, scheduling court dates, appearing in court, writing procedures, providing customer service, data entry, handling payments, managing vendors, creating spreadsheets, scheduling, and planning work assignments, etc.
• Oversees and evaluates the operations of subordinate staff members as well as work directly with departments to provide assistance with collections.
• Assists in the design and/or implementation of projects to improve collections.
• Offers suggestions to management with ideas on how to improve customer interaction, employee morale and streamline processes.
• Analyzes and ensures compliance with collection processes and laws.
• Analyzes, creates, and maintains collection reports and assist with related audit workpapers supporting receivable balances.
• Assists with configuration of the Department of Finance's collection software system to get the most out of the system.
• Uses proprietary systems, (CSS, DMV, VEC, TAX).
• Uses Excel and Word to perform job duties.
• Serves as the Accounts Receivable Manager's second in command.
• Regularly contacts delinquent customers to secure payments and resolves customers issues.
• Resolves incoming and escalated calls.
• Executes and monitors the debt set-off processes.
• Possesses thorough knowledge of all policies, procedures and duties related to customer transactions, cash handling, and collections of bad debt accounts.
• Adheres to HIPAA laws.
• Possesses knowledge of accounting methods for posting payments, reconciling vendor invoices, and completing daily reconciliations of cash receipts.
• Performs other duties assigned.

Signing Bonus: This position is eligible for a one-time $5000 sign on bonus.