Reporting to the First Assistant Collector Treasurer, the Taxpayer Relations Manager is responsible for managing all aspects of the collection of taxes, including but not limited to accurate account maintenance and conflict resolution to ensure a positive taxpayer experience.

• Oversee the collection of all taxes, fees, interest, and other sums due to the City of Boston.
• Responsible for the supervision of Deputy Collectors and MLC clerks to ensure efficient tax account management.
• Ensure the accuracy of tax statements, including current, delinquent accounts, and municipal lien certificates.
• Develops, directs, and executes plans for the collection of delinquent accounts.
• Administer the processing of daily postal and courier mail, executing methods to improve the efficiency of payment processing.
• Manage the Collecting Department’s customer service system (Track-It) and the telecommunication system (CISCO); reviews and troubleshoots problems relating to the online service system.
• Serve as the department’s liaison for the payment service system (Invoice Cloud); assist in any technical issues that may develop.
• Implement methods for improving all aspects of customer service, including in-person contact, telephone, and electronic inquiries.
• Train new employees on the City’s tax system.
• Participate in interviews for new roles within the Collecting Department.
• Assist other City departments with inquiries, reports, and projects.
• Organize the preparation of tax title reports, including Instruments of Redemption.
• Prepares statistical reports for the First Assistant Collector Treasurer.
• Respond to tax inquiries and other related matters.
• Perform related duties as required.

• Four (4) years full-time, or equivalent part-time, professional experience, of which two (2) years must have been in a supervisory capacity. 
• A bachelor’s degree from an accredited college or university with specialization in accounting or finance is required. 
• Strong managerial leadership, supervisory organizational, and project management skills are preferred.
• Solid customer service skills; able to work in high-pressure situations and find resolutions.
• Strong ability to multitask in a high-volume work setting.
• Ability to exercise good judgment and focus on details as required by the job.  
• Demonstrated ability to communicate effectively orally and in writing with a diverse range of people, including citizens, staff, and other city personnel. 
• Exhibit ability to establish and maintain effective working relationships with subordinates, peers, superiors, and public and private representatives.
• Strong ability to work independently.
• Planning, organizing, assigning, reviewing, and evaluating the work of staff.
• Knowledge of PeopleSoft Financials is a plus.
• Advanced knowledge of Microsoft Office and Google Suite.
• Proficient in using the MUNIS tax billing software, INovah, and Invoice Cloud preferred.
• Knowledge of MA General Laws, Chapter 58, 58A, 6,0 and 60A preferred.
• Perform assigned duties in an accurate, timely, and professional manner.

This is an in-office position. Boston residency is required.

Terms:
Union/Salary Plan/Grade: SENA/MM1-9
Hours per week: 35