Financial Regulatory Technician - Business Tax Technician

The Business Tax Technician provides frontline customer service and support for the City’s business tax programs, including Business Personal Property (BPP), Business License (BPOL), and local excise taxes (Admissions, Transient Occupancy, and Meals). This position handles incoming tickets from the City's 311/CRM systems and responds to routine taxpayer inquiries, account questions, and documentation requests. Technicians perform data entry, account updates, filing verification, and standard tax-processing tasks in accordance with established procedures. This role serves as an initial point of contact for business taxpayers and supports the Business Tax Unit by ensuring accurate, timely, and courteous service delivery.

**Customer Service & Ticket Support**

• Respond to business tax questions and concerns received in-person at the front counter or submitted through the City’s 311 system and other customer service channels.
• Research taxpayer accounts, provide basic explanations of business tax requirements, and resolve routine issues under established guidelines.
• Route or escalate complex inquiries, compliance concerns, or sensitive matters.
• Maintain accurate documentation of customer interactions, actions taken, and required follow-up in CRM/311 and the Business Tax Portal.
• Provide courteous and professional service to taxpayers by phone, email, and written correspondence.

**Business Tax Administration & Account Maintenance**

• Review and process routine business applications, renewals, and standard account updates.
• Verify required documentation and ensure forms are complete before routing cases for approval or further review.
• Perform data entry and process adjustments authorized by Specialists or management and ensure accurate recordkeeping.
• Monitor incoming mail, taxpayer submissions, and system alerts related to business tax filings.

**Compliance Support**

• Provide support for basic compliance checks to confirm registration, licensing status, and required tax filings.
• Assist with identifying non-compliant accounts for follow-up by Business Unit.
• Assist with the preparation of routine notices and correspondence.
• Support desk audits by gathering documentation, verifying data, and compiling records.

**Stakeholder Interaction & Collaboration**

• Communicate with business owners and representatives to obtain missing documentation and clarify routine account questions.
• Coordinate with the Revenue Admin partner units to resolve escalated tickets and ensure consistent messaging to taxpayers.
• Work with internal teams to support taxpayer education, outreach, and process improvements.

Refer complex issues, legal matters, or policy questions to Specialists or management.

**Data Integrity & Systems Use**

• Enter and update account information in the Business Tax Portal with a high level of accuracy.
• Perform data quality checks, identify discrepancies, and flag issues for review.
• Maintain confidentiality of taxpayer information and comply with all privacy and record management requirements.
• Stay informed on procedural updates, system enhancements, and relevant City ordinances and policies.
• Recommend improvements to workflows or tools that enhance efficiency and customer experience.

**KNOWLEDGE, SKILLS, AND ABILITIES:**

**Knowledge (some combination of the following):**

• Basic math, accounting, business, and financial policies
• City and State codes
• Computer programs such as Microsoft Office Suite
• Electronic databases and related software applications such as MUNIS, Clear, TACS, and Accurint
• Office equipment such as a multi-line phone
• Personal property tax codes and collection tax laws

**Skills (some combination of the following):**

• Assessments
• Collections
• Oral and written communication
• Customer service
• Conducting research
• Cash handling
• Data entry

**Abilities (some combination of the following):**

• Analyze information
• Pay attention to detail
• Think critically
• Follow directions and established procedures

**MINIMUM TRAINING AND EXPERIENCE:**

• High School Diploma or GED
• Associate's degree preferred
• Two years of accounting support experience such as processing payments, providing direct customer service, calculating funds owed, and investigating/collecting delinquent payments
• An equivalent combination of training and experience (as approved by the department) may be used to meet the minimum qualifications of the classification

**LICENSING, CERTIFICATIONS, and OTHER SPECIAL REQUIREMENTS:**

• None required