Management Analyst, Associate

The Department of Finance – Business Unit, is seeking a qualified candidate for the position of Management Analyst, Associate. This position provides front-line customer service, citizen assistance, and revenue processing related to City services and functions. Incumbents provide advanced-level customer service, handling both basic and escalated inquiries, as well as researching and adjusting account information. Work may include:

• Entering data into an assigned system
• Researching and correcting account errors
• Generating and reading reports
• Creating bills
• Processing account adjustments
• Calculating and processing refunds
• Responding to phone calls, emails, and in-person inquiries; reconciling funds received
• Performing basic clerical functions such as filing, correspondence, mail sorting, etc.

 As assigned, incumbents may serve as lead workers, assigning work and monitoring work completion. Incumbents may also assist with supervising paraprofessional and support level staff including coordinating and developing trainings. This position is considered an Essential Personnel, which means that the incumbent is required to work when the City is closed due to public emergencies, critical or hazardous conditions or inclement weather.


Duties include, but not limited to:

• Assisting customers maintaining records and files according to departmental policy and procedure
• Investigating and resolving unique and/or complex customer service issues
• Responding to customer billing and service inquiries and researching as necessary to resolve issues
• Performing and processing necessary adjustments to customer account and/or departmental computer system for each assigned customer
• Corresponding with customers via telephone and mail to verify accuracy of service resolution
• Preparing, maintaining and submitting account log and/or reports to supervisor of work/accounts services completed
• Performing data entry into departmental system of account corrections, changes, and/or resolved issues
• Performing research and special projects as directed by supervisor
• Assisting customers with forms completion; answering customer questions; referring customers to appropriate parties

KNOWLEDGE, SKILLS, AND ABILITIES:
 
Knowledge (some combination of the following):

• Electronic databases and related software applications
• Governmental accounting concepts
• Knowledgeable of VA State Code and Richmond Ordinances as they pertain to Tangible Personal Property taxes
• Thorough knowledge of computer programs such as Microsoft Office Suite and Adobe Acrobat

Skills (some combination of the following):

• Analyzing and aggregating data
• Analyzing and interpreting manuals and operating procedures
• Assisting with special projects and programs
• Communicating with various internal and external departments effectively
• Communicating results of analyses and recommendations professionally and effectively with management and peers
• Conducting basic analyses
• Developing manuals and operating procedures as necessary
• Developing recommendations and reports
• Gathering and compiling data
• Maintaining records, data, and other information in department of focus
• Proofreading and editing
• Preparing and submitting documents related to focus area
• Working in a team environment
• Customer service
• Excellent oral and written communication

Abilities (some combination of the following):

• Multi-task
• Organize
• Plan
• Prioritize
• Problem solve
• Manage time effectively

MINIMUM TRAINING AND EXPERIENCE:

• Bachelor’s degree in business/public administration or field related to assignment
• Two years of paraprofessional experience in area related to assignment, such as assisting with program or project administration and management analysis
• An equivalent combination of training and experience (as approved by the department) may be used to meet the minimum qualifications of the classification.

  PREFERRED TRAINING AND EXPERIENCE

• At least two (2) years of customer service experience in a Motor Vehicle Tangible Personal Property environment. 
• At least two (2) years of experience utilizing an ERP system
• Intermediate Proficiency in MS Word and Excel

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the job. Prospective and current employees are invited to discuss accommodations.

ENVIRONMENTAL HAZARDS: Working conditions may include exposure to travel to other locations within the City of Richmond as well as outside of the City of Richmond; exposure to hazardous physical conditions such as mechanical parts, electrical currents, vibrations, etc.; atmospheric conditions such as fumes, odors, dusts, gases, and poor ventilation; inadequate lighting; intense noise; and environmental hazards such as disruptive people, imminent danger, and a threatening environment. 

Physical Requirements and Working Environment: Due to the nature of work assignments, incumbents must be able to perform detailed work on multiple, concurrent tasks, with frequent interruptions and under time constraint. The essential duties of this classification may require the ability to regularly talk, hear, and see; frequently reach and perform repetitive motions; and occasionally stoop, kneel, crouch, stand, walk, push, pull, lift, finger, grasp, and feel. The working conditions may not include environmental hazards. In terms of the physical strength to perform the essential duties, this classification is considered to be sedentary, exerting up to 10 pounds of force occasionally, and a negligible amount of force frequently or constantly to move objects.

* Internal use:  HR Generalist to review.

Salary : $46,342 - $84,656