Job Description 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 Collections Division is responsible for managing the full life cycle of the Department of Finance’s enforcement activities related to unpaid business and excise taxes, parking fines, and Environmental Control Board summonses. The debt collection process involves specialized professional collectors, experienced in the art of negotiation, who provide debtors with options and encourage full payment. The division utilizes several collection tools to enforce compliance, including notices, telephone dunning, outside collection agencies, and special projects aimed at locating and taking enforcement actions against assets. The Collections Division is seeking a dynamic and resourceful individual with call center and debt collection experience to serve as the Senior Director of our business tax call center and levy enforcement units. This function will focus on proactive debt resolution from calls received in our Collections call center, issuance of payment plans and debt resolution which includes the issuance of bank levies. The Senior Director will supervise staff to provide customer-friendly one-stop shopping solutions for debtors with frequent DOF liability issues. Reporting to the Business Tax Unit Head, the selected candidate is responsible for but not limited to: - Direct the business tax Call Center and the bank levy units, monitoring the day-to-day operations. - Develop, initiate, and revise policies and procedures by gathering data, performing basic and statical analysis on the unit's assigned portfolio for successful and timely debt recovery. - Make recommendations to Assistant Commissioner of Collections and Unit Head of Collections Business Tax in coming up with Solutions to increase revenue and review operational procedures by working with our Data Analytics Team to create requested reports as data support to justify process improvements. - Supervise and train staff on how to instruct/aid debtors in resolving their debt. - Responsible for protecting the City's interest by filing judgments in the New York City Civil Courts against outstanding business tax debt, and the review of corporate dissolutions. - Responsible for all call center functions, especially ensuring consistency in responding to business and excise tax inquiries received by the call center staff via the Autodialer, 311 or web messaging. - Responds to and resolve escalated taxpayers' business tax inquiries as well as parking and Environmental Control Board (ECB) inquiries when needed. - Serves as the liaison with appropriate business operational units, other applications support teams and external governmental agencies and businesses, especially in updating entities active or non-active statuses. - Assist Unit Head with special assignments as needed/assigned. Special Note: Within the first year of appointment, the incumbent must successfully complete the Certificate Program: “Professional Collection Specialist Designation (PCS)”, offered by the Association of Credit and Collections Professionals (ACA) or an equivalent preapproved professional certification in a related field. Additional Information: The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire. Qualifications 1. A baccalaureate degree from an accredited college or university, and at least two years of satisfactory full-time professional accounting or auditing experience, at least 18 months of which must have been in an administrative, managerial, or executive capacity or supervising a staff performing accounting or auditing work. Additional Information The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.