EXAMPLES OF WORK: Computes and collects tax, utility, permit, delinquent penalty amounts and receives check and cash payments and other miscellaneous payments; calculates fees to ensure accurate customer billing and compiles billing data for monthly closings; calculates delinquent penalty amounts; handles the early stages of accounts by assessing the prospect of repayment and arranging repayment schedules with established guidelines; initiates contact with delinquent customers via phone and in person as needed, responds to questions regarding all types of delinquency for stages up to two (2) years; identifies and resolves problematic account situations where appropriate, referring more complex problems to Financial Representative III; utilizes internal collection, accounting and billing systems for all account types; opens and processes incoming mail as well as processing returned mail in accordance with established procedures; compares and verifies totals from operating system with contents of cash register and verifies accuracy and legitimacy of payments received; analyzes data and understands the workflow necessary for account maintenance and corrections; assists with customer and public complaints and answers more in-depth billing questions; resolves problems or discrepancies concerning customers' accounts with minimal assistance; performs clerical tasks such as answering phones, typing, filing and mailing correspondence i.e., late notices to customers who are delinquent; works independently when needed; performs related work as required. REQUIRED KNOWLEDGE, SKILLS AND ABILITIES: Effectively communicates ideas and information to supervisor and co-workers; ability to communicate effectively and calmly while handling customer complaints, settling disputes, resolving grievances and conflicts, or otherwise negotiating with others; advanced knowledge of office practices; ability to solve customer complaints with courtesy and tact; ability to follow oral and written instructions; ability to establish and maintain interpersonal relationships as well as developing constructive and cooperative working relationships with the public, coworkers, internal and external customers; calculates daily transactions using either computer, 10-key calculator or manually; accurately balance currency, coin and checks in cash drawers at the end of shift and prepares for deposit; ability to resolve discrepancies and imbalances; knowledge of data entry systems, procedures, and equipment; knowledge of office terminology, business math, and English; ability to navigate various applications within the computer system (including hardware and software); ability to create letters, perform routine calculations and create basic presentations.