Client Relations Analyst

Reporting to the Manager, Revenue Services, the Client Relations Analyst is responsible for the section response to property owner escalations, the quality control of communications including electronic communications, print, website, and social media. They will prepare financial analysis reporting of assessment changes, modeling of impact on budget, policy and legislative changes.

Key Duties and Responsibilities

• Research, respond to and resolve client escalations received from Access Richmond Hill, Office of the Mayor and Council, Senior Management and Revenue Services staff;
• Analyze direct inquiry and client escalation trends for the purpose of identifying division process and messaging improvement opportunities;
• Responsible for property tax, assessment and water consumption content, on Richmondhill.ca and social media sites;
• Quality control of Revenue Services written communication, including bill messaging, form and custom letters, format of staff reports and format of notes on client accounts
• Direct response to a variety of inquiries received via section external email account
• Perform Revenue Services role of case manager in the Access Richmond Hill Case Management function, including responsibility for queue direct response and resolution, or assigning and collaborating with section supervisors
• Identify and develop key messages to assist Access Richmond Hill in handling in scope, high volume property tax, assessment and water billing inquiries
• Contribute to the knowledge base requirements for Access Richmond Hill, including working with section leads to convert technical tax, assessment and water processes to appropriate external communication content
• Financial modeling of scenarios including anticipated budgetary, policy, or legislative changes for property tax, assessment, and water revenue
• Financial modeling of revenue or expense increase from assessment changes
• Contribute to the annual section budget, forecast and financial variance analysis, including the relevant tax and water sections of the corporate budget

Education and Experience

• University degree in Business or Public Administration
• Certificate in communications, diploma in accounting, enrollment in a professional accounting designation program or Municipal Tax Administration Program (MTAP) certificate is an asset
• 4 years experience in a similar role

Required Skills/Knowledge

• Proficiency in Microsoft Office, CIS Infinity, FIMS, TXM Manager, Municipal Connect, Ontario Property Tax Analysis (OPTA);
• Knowledge of property tax sections of the Municipal Act, Water and Wastewater By-law, and Tariff of Fees by-law;
• Knowledge of property assessment and taxation, as well as water meter operations, readings and billings;
• Knowledge of Accessibility for Ontarians with Disabilities Act legislation and practices;
• Knowledge of all aspects of calculating a property tax and water bill;
• Experience in a municipal, assessment or utility environment;
• Experience in a customer service environment, with a focus on written communication;
• Experience with Excel, modeling and variances in the financial section of a public or private section service environment.
• Demonstrates good judgment and makes sound decisions
• Shows commitment to personal growth, development, and leadership opportunities
• Shares new ideas and challenges the status quo
• Proven written and verbal communication skills with the ability to communicate with honesty, openness, respect, and trust
• Takes initiative to participate in a culture of learning, mentoring, and sharing
• Contributes to building and being a part of a positive culture
• Demonstrate the City’s corporate values of care, collaboration, courage and service

Leadership Competencies