Arlington County Treasurer’s Office
Position: Call Center Supervisor/Data Analyst; Coordinator, Customer Assessment and Payment Portal
Pay range: $42,328 – $68,785 per year
Reports to: Customer Service Manager, Operations Division
The primary responsibilities of the Customer Assessment and Payment Portal (CAPP) Coordinator are to supervise a team of three customer service representatives, serve as the primary subject-matter expert for ongoing improvements to the online payment portal, lead office-wide efforts to improve the quality of customer data within the payment portal and tax administration system as a whole and provide customer service.
The Treasurer is an elected official, reporting directly to the voters of Arlington County. He is hired by the voters to provide revenue collection, investment, and disbursement services, as well as other services such as County vehicle decal issuance. The Treasurer’s Office is independent from the County government, but is funded jointly by the State and County. The County provides a number of services to the Treasurer’s Office, including computer networks and hardware.
The current Treasurer, Frank O’Leary, was first elected in 1983. During his administration the delinquent tax rate has dropped from over 9% to less than .5%, an all-time low. Mr. O’Leary and the office have received numerous awards for innovation in tax collection, investment management and customer service. Deloitte and Touche referred to the office as “a ‘Best Practice’ among U.S. county governments with a collection rate of > 98% for its mandatory routine payments.”
Treasurer’s Office Organization
The primary functions of the Arlington County Treasurer’s Office are the receipt and collection of County revenue, safekeeping and investment of that revenue, and accounting for and disbursement of revenue. There are five divisions in the Treasurer’s Office: Operations; Treasury Management and Accounting; Compliance; Litigation; and Administration.
The Operations Division is responsible for tax bill preparations and mailings; maintenance of tax customer and account files; operation and maintenance of automated payment services; operation and maintenance of other alternative payment options, most notably CAPP; the receipt and processing of all County revenues from real estate tax, personal property tax, decal fees, business license tax, meals and hotel taxes, business tangible taxes, water and sewer fees, parking tickets, permit fees and various other taxes and fees; the issuance of local motor vehicle licenses (decals) and dog tags; and other services.
The Operations Division is further divided into two sections: Management Information and Billing (MIB) and Customer Service. The CAPP Team is a unit of the Customer Service section.
MIB is responsible for tax account maintenance; investigating and resolving payment posting problems; preparation and transmission of various payment files to the accounts receivable system; preparation and mailing of various tax bills; decal issuance; refund processing; handling most of the division’s telephone customer service; and handling walk-up customer service requests.
The Customer Service Section is responsible for most of the Division’s face-to-face customer service; operation and balancing of the cash registers; transmission of cash register data to the accounts receivable system; dog license issuance; mail distribution for the Office; and the sale of prepaid parking meter devices.
The CAPP Team is responsible for providing telephone, email and face-to-face customer service for CAPP and the Automated Bank Debit program; customer record maintenance, including addresses, tax records for real estate property transfers and customer record cleanup and consolidation; resolving real estate billing undeliverable mail; and recommending and testing modifications to CAPP.
The Treasury Management and Accounting Division is responsible for the custody and control of all funds received by the County; the accounting and reporting of County revenues; the management and investment of funds received; and control over the disbursement process.
The Compliance Division is responsible for enforcing state and local taxation laws as they pertain to Arlington County and for the collection of over $36 million in delinquent taxes and parking tickets, and other delinquent County revenues annually.
In addition to these divisions, there are also Litigation and Administration divisions. Litigation represents the Treasurer’s office in bankruptcy and other legal proceedings. Administration handles personnel and budget management, special projects, systems analysis and development, and other administrative support functions.
Completion of a Bachelor’s degree or substitution of relevant work experience for degree.
Competitive benefits and salary commensurate with education and experience.
To Apply: Please email completed application to: Treasurer@arlingtonva.us; use subject line “Call Center Supervisor/Data Analyst.”
For immediate hire
Closing date: January 17, 2014. Open until filled. Intake of applications on-going.
*Interviews scheduled on-going. Not everyone who applies will receive an interview.
County Application (Word Version)