Revenue and Customer Service Manager

Job Summary & General Information

Under general direction from Treasury Service Manager, performs a variety of professional cash management and treasury functions; manages the City's daily cash flow; administers the investment portfolios in accordance with policy; prepares cash and investment performance and compliance reports; performs internal financial audits and trains departmental personnel; directs and monitors performance of banking operations; recommends cash receipting and disbursing practices and policies; and develops, reviews, and amends internal control practices to ensure integrity of the cash receipting and disbursement cycles. Supervises, leads, oversees, performs, and participates in the functions associated with the more complex and difficult duties or customer service including those in support of the City's tax and sanitation billing functions.

Essential Job Functions and Responsibilities

Essential functions are the basic job duties that an employee must be able to perform, with or without reasonable accommodation. The list of essential functions, as outlined herein, is intended to be representative of the tasks performed within this classification. The omission of a function does not preclude management from assigning essential duties not listed herein if such duties relate to the position. In addition, specifications are intended to outline the minimum qualifications necessary for entry into the class and may not necessarily convey the qualifications of incumbents within the position.

• Assumes management responsibility for assigned services and activities of the Finance Department; manages work related to the City's financial functions including cash management, treasury functions and customer service activities.
• Establishes, monitors, and maintains banking mechanisms to maximize benefits and minimize risk to the City including checking accounts, electronic transfers, internet transfers, direct deposits, automatic withdrawals, credit cards, credit lines and others. Serves as custodian for all City investments, bank collateral and funds. Manages cash and investment activities ensuring the safekeeping of City assets. Ensures debt payments are made as scheduled.
• Coordinates the City's investment portfolios, plans, executes, monitors, and reports all investments; analyzes and develops investment strategies with senior management and consultant. Monitors and analyzes economic trends and indicators and prepares forecasts and impact assessments and projects.
• Manages daily cash flow. Receipts, controls, and disburses City funds including revenues from taxes, fees, charges, etc.; manages daily cash receipts, cash payments and financial instruments. Reviews cash balances of all accounts daily. Assists departments with cash management processes, procedures, and training of personnel handling cash and/or cash records. Plans, monitors and forecasts daily cash flows and transfers funds between accounts as appropriate to address needs.
• Reviews treasury functions and recommends policies and procedures for establishment, change or elimination. Coordinates with departments to ensure understanding and compliance with policies, practices, and procedures.
• Administers long-term fixed income portfolio; invests available cash consistent with adopted investment policy and proposes appropriate policy revisions as necessary. Maintains up-to-date knowledge on issues that could affect financial markets and related City investments. Works closely with local and regional financial institutions and State Treasurer's Office and others to create and maintain strong and effective working relationships.
• Assures proper utilization functionality and maintenance of the computer systems supporting the treasury function. Recommends and closely monitors modifications and enhancements.
• Prepares journal entries and other appropriate accounting records related to treasury activities and ensures appropriate documentation for all transactions. Evaluates internal controls to ensure adequate safeguards for City assets. Assures accounting practices are consistent with applicable federal, state, and local laws, regulations, ordinances, and policies and those of GAAP, GASB and regulatory agencies.
• Directs and evaluates assigned staff processing employee concerns and problems, directing work, counseling, disciplining, completing employee performance evaluations and tracks employee development program.
• Trains assigned employees in their areas of work including appropriate methods, procedures, and techniques; verifies the work of assigned employees for accuracy, proper work methods, techniques, and compliance with applicable standards and specifications.
• Participates in the selection of assigned staff; performs lead supervision over lower level staff; works with employees to correct deficiencies; assists in implementing discipline procedures; supports and relieves customer service staff.
• Participates in the development of goals and objectives as well as policies and procedures; makes recommendations for changes and improvements and participates in the implementation to existing standards, policies, and procedures; monitors work activities to ensure compliance with established policies and procedures.
• Performs the full range of Customer Account Representative duties as necessary.
• Provides day-to-day leadership and works with staff to ensure a high performance, customer service-oriented work environment that supports achieving the department's and the City's mission, objectives, and values.
• Supervises cash receipt and control of other types of remittances.
• Establishes and maintains internal control procedures and ensures that accounting standards are met.
• Manages the City's investment portfolio; ensures that investments meet the City's policy guidelines, and that adequate cash is available to meet obligation; prepares periodic reports regarding investments.
• Monitors revenues received; performs internal review of customer service activities and cash management procedures.
• Coordinates administrative/operational functions in support of the department's business goals. Analyzes financial business processes and confers with management to document financial procedures and determine department's functional requirements. Develops procedures to improve organizational effectiveness and respond to regulatory changes, operational issues and/or discrepancies.
• Performs a wide variety of personal contact and phone work which includes answering questions, screening, providing information, accepting payments, explaining department policies and procedures, and resolving routine complaints or problems; supplies information requiring knowledge and interpretation of department policies and procedures. Follows up on questions/problems to ensure customer satisfaction.
• Reviews department policies and procedures and evaluates the effectiveness of operations. Conducts continuing analysis of departmental effectiveness, efficiency, responsiveness, management methods, policies, systems, procedures, techniques, records, etc. and recommends the best options and practices for improving operational effectiveness. Observes operations and procedures to ensure that previously identified problems are being addressed and resolved.
• Generates management reports on revenues, receivables, collections, and cash.
• Establishes and maintains effective relationships with banks, business owners, hotel operators and other enterprises contacted in the course of work.
• Attends and participates in professional group meetings; maintains awareness of new trends and developments in the field of public accounting and finance; incorporate new developments as appropriate.
• Performs related duties as required or assigned.

KNOWLEDGE, SKILLS, & ABILITIES REQUIRED

Knowledge of :

• Operations, services, and activities of a comprehensive finance and public treasury program.
• Principles and practices of public agency financial management including general and governmental accounting, payment remittance processing, cash management, public treasury program and customer service program, maintenance of customer accounts, auditing, revenue forecasting, reporting, and Generally Accepted Accounting Principles (GAAP).
• Advanced principles and practices of program development and administration.
• Principles of supervision, training, and performance evaluation.
• Principles, techniques, and mechanics of banking and public fund investments.
• Organizational and management practices as applied to the analysis and evaluation of investment options.
• Banking laws relating to municipal finance and treasury program development and administration.
• The Fair Debt Collection Practices Act relating to collection activity and/or contacting taxpayers regarding their financial obligations.
• Concepts of information technology and its application to accounting systems.
• Use of internet technology.
• Principles and practices of municipal budget preparation and administration.
• GASB, SEC, IRS, and federal and state regulatory and legislative requirements for investments, indebtedness, loans, grants, financing, financial statements, and reporting requirements.
• Pertinent federal, state, and local laws, codes, and regulations.
• Computer applications such as word processing, spreadsheets, and statistical databases.
• Principles and practices of fiscal, statistical, and administrative recordkeeping and reporting.
• Modern office procedures, methods, and equipment including proficiency with personal computers and Microsoft Office.
• English usage, grammar, spelling, vocabulary, and punctuation.
• Techniques for providing a high level of customer service by effectively dealing with the public, vendors, contractors, and City staff.

Ability to:

• Perform complex financial and investment analysis.
• Lead, organize, and review the work of assigned staff.
• Participate in the management of a comprehensive finance department including accounting and accounting systems, payment remittance processing, cash management, public treasury program and customer service program, maintenance of customer accounts, auditing, revenue forecasting, reporting, and budget preparation and implementation.
• Design, establish, and supervise the maintenance of municipal treasury and cash management systems.
• Select, supervise, train, and evaluate staff.