Clerk III (Call Center Representative) - OCFO Treasury Division

OFFICE OF THE CHIEF FINANCIAL OFFICER - TREASURY DIVISION CLERK III Be a Part of the City You Love! The Office of the Chief Financial Officer - Detroit Taxpayer Service division is accepting applications for a Clerk III position. The Clerk III – Call Center Representative is a customer-focused position responsible for answering inbound calls for at least 95% of the shift. The position is responsible for providing high-quality, front-line service through telephone, email, and face-to-face communication. This role is a fast-paced government call center environment. The Clerk III handles inquiries, analyzes cases, uses appropriate resources, processes service requests, provides resolutions, and maintains accurate records. Clerk III requires limited direction and supervision. This role requires strong customer service skills, positive attitude, and fluent communication skills. The role requires a high level of professionalism, attention to detail, and the ability to handle confidential and sensitive information. Clerk III representatives are expected to demonstrate flexibility, support a team-oriented environment, assist in training new or existing team members, and perform related duties as assigned in alignment with departmental goals and public service standards. Accesses computerized financial information to answer general questions, as well as those related to specific accounts. Answers telephones, direct calls, and takes messages. Assign task to team members. Assist with training staff and providing team with daily objectives, developing and implementing reward systems to motivate employee productivity. Codes documents according to City procedures. Communicates with customers, employees, and other individuals to answer questions, disseminates or explains information, takes orders, and addresses complaints. Compares data with source documents or re-enters data in verification format to detect errors. Compiles, copies, sorts, and files records of office activities, business transactions, and other activities. Compiles, sorts, and verifies the accuracy of data before it is entered. Complies with federal, state, and City policies, procedures, and regulations. Debits, credits, and totals accounts on computer spreadsheets and databases, using specialized accounting software. Delivers prompt, courteous customer service face to face and through platforms (email, chat, phone) to provide frontline support to internal and external customers. Displays a positive and friendly attitude. Files and stores completed documents in appropriate locations; retrieves materials in alphabetic, numeric, or chronological order. Maintains and updates filing, inventory, mailing, and database systems using a computer. Opens, sorts, and routes incoming mail, answers correspondence, and outgoing mail. Operates a multi-line telephone queue to process incoming and outgoing calls in a rapid, accurate and courteous manner. Operates computers programmed with accounting software to record, store, and analyze information. Operates office machines, such as photocopiers and scanners, facsimile machines, voice mail systems, and personal computers. Performs ERP Cloud applications that impact assigned operations including other technology applications that are introduced over time. Processes and prepares documents such as expense reports, invoices, receipts, statements, or other documents. Reads source documents such as canceled checks, reports, or bills, and enters data into specific data fields using keyboards or scanners. Receives, records, and banks cash, checks, and vouchers. Reconciles or notes and reports discrepancies found in records. Responds to escalated billing concerns and provides property tax billing statements to citizens. Performs special projects and other duties as assigned. Education For all Clerks, it is a requirement to have completed High School graduation or General Education Development (GED) certificate. Experience In addition to the minimum education requirements the following experience requirements also apply. For selection, appointment to Clerk level II or higher, in addition to the minimum education requirements, more progressive levels of experience are required based on the following: Clerk III – at least three (3) years of paraprofessional experience in general office of clerical work is required. Clerks must demonstrate proficiency with integrated word processing and spreadsheet functions. Preferred Experience Previous call center experience. The ideal candidate is fluent in English, with a strong preference for bilingual skills (e.g., Spanish, Arabic, or other languages commonly spoken in the community) to better serve a diverse population. Equivalency Equivalent combinations of education and experience that provide the required knowledge, skills, and abilities will be evaluated on an individual basis. Candidates can be hired at a lower class based on experience Evaluation Plan Computerized Assessment: 30% Interview: 50% Evaluation of Training, Experience, & Personal Qualifications (TEP): 20% Total of Computerized Assessment, Interview, and Evaluation of T.E.P: 100% Additional points may be awarded for: Veteran Points: 0-15 points Detroit Residency Credit: 15 points

LRD: 02/10/2026

Knowledge, Skills and Abilities The knowledge, skill, and ability of a Clerk increases with the level of responsibility and experience. At the entry-level, knowledge requirements might include basic knowledge of: Administrative and clerical procedures and systems such as word processing, managing files, records, correspondence, forms, and other office procedures and terminology. Principles and processes for providing customer service including needs assessment, quality standards for service, and evaluation of customer satisfaction. Structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar. Office practices and procedures and routine office supplies and equipment, including spreadsheets and word processing. Arithmetic, algebra, geometry, calculus, statistics, and their applications. Circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming. Basic and commonly used accounting, budget, or other financial management procedures, methods, and techniques associated with clerical types of duties to perform routine and repetitive tasks while learning how to perform full range of such tasks found in the work area. Information that must be present in documents (such as signatures, schedules, cash receipts, bills, accounting codes, etc.), terminology, forms, or reports that are part of the transaction to review information or identify missing information, prepare final copy of documents, maintain files, respond to routine questions, or perform similar duties. The workflow of the unit sufficient to route or distribute messages or work to the appropriate personnel. Simple automated or manual file systems to locate, add, retrieve, or correct routine information using well-established, clear-cut procedures. Techniques commonly used in locating errors in accounting records. At the intermediate level, knowledge requirements might include detailed, intensive knowledge of: Body of standardized regulations, requirements, procedures, and operations associated with clerical duties related to the assigned accounting, budget, or financial management support function. Various steps and procedures required to perform a full range of accounting, budget, or financial management support duties related to recurring or standardized transactions. Various accounting, budget, or other financial processing procedures to support transactions that involve the use of different forms and the application of different procedures. Automated databases associated with a specific accounting, budget, or other financial management function sufficient to input a range of standard information or adjustments, understand recurring error reports and take corrective action, and generate a variety of standard reports. Structure and content of accounting, budget, or other financial management related documents (e.g., invoices, reports, travel orders and payroll forms) to investigate and resolve routine or recurring discrepancies, check documents for adequacy, or perform comparable actions that are covered by established procedures. At the advanced level, knowledge requirements might include comprehensive knowledge of: Body of accounting, budget, or other financial management regulations, practices, procedures, and policies related to the specific financial management support functions. A wide variety of interrelated steps, conditions, and procedures or processes required to assemble, review, and maintain complex accounting, budget, or other fiscal transactions. Various accounting, budget, or other financial regulations, laws, and requirements to ensure compliance and recommend action. Variety of accounting and budget functional areas and their relationships to other functions to research or investigate problems or errors that require reconciling and reconstructing incomplete information, conducting extensive and exhaustive searches for required information, or performing actions of similar complexity. Automated accounting and budget systems to reconcile errors that require an understanding of nonstandard procedures or to provide assistance in the development of automated procedures for clerical operations. Extensive and diverse accounting, budget, or other financial regulations, operations, and procedures governing a wide variety of types of related transactions to resolve nonstandard transactions, complaints, or discrepancies, provide advice, or perform other work that requires authoritative procedural knowledge. Skill in: Use of computers, utilizing Microsoft Office Suites (e.g. Word, Excel, Access, PowerPoint) and other office suite software packages. Use of Microsoft Excel (e.g. Formulas, Pivot Tables, Vlookup, Hlookup, other functions, charts, tables) and other financial management software packages functionality. Use of large complex, multi-departmental financial systems, using mathematics to solve problems. Understanding written sentences and paragraphs in work related documents. Communicate effectively in writing as appropriate for the needs of the audience. Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times. Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems. Selecting and using training/instructional methods and procedures appropriate for the situation when learning or teaching new things. Ability to: Interact effectively with senior leadership, subordinates, department personnel, and others. Communicate information and ideas in speaking so others will understand. Collect, alphabetize, code, numerically rank, sort, and batch documents. PHYSICAL DEMANDS The work may require some physical effort, such as standing, walking, bending, or sitting. There are no special physical demands. WORK ENVIRONMENT The Clerk works in an office setting involving everyday risks or discomforts. Normal safety precautions are required. Candidates considered for placement in this classification may be subject to a Criminal Background Investigation based on the requirements of the position. The above statements describe the general nature and level of work performed by employees assigned to the class. Incumbents may be required to perform job-related responsibilities and tasks other than those stated in this specification. Specific job duties may vary from position to position. The City of Detroit is an Equal Opportunity Employer. No applicant for employment shall be discriminated against on the basis of race, color, national origin, sex, religion, age, disability, or other criteria prohibited by City, State, or Federal law. #J-18808-Ljbffr City of Detroit