Manager, Customer Support Unit

IMPORTANT NOTE: CANDIDATES MUST BE PERMANENT IN THE ADMINISTRATIVE MANAGER CIVIL SERVICE TITLE OR BE REACHABLE ON THE CURRENT PROMOTIONAL EXAM NO. 1552.
PLEASE INCLUDE YOUR EMPLOYEE IDENTIFICATION NUMBER (EIN) WHEN APPLYING AND INDICATE IN YOUR COVER LETTER YOUR PERMANENT CIVIL SERVICE TITLE OR INDICATE YOUR LIST NO. FOR EXAM NO. 1552.
NYC Department of Finance (DOF) is responsible for administering the tax revenue laws of the city fairly, efficiently, and transparently to instill public confidence and encourage compliance while providing exceptional customer service.
DOF's Customer Operations Division has oversight of the Department of Finance Business Centers, City Register’s Office, and the Land Records, Adjudication, and Collections divisions. Customer Operations is charged with the processing of tax payments, parking violations payments, and all other charges collected by DOF. The division is also responsible for recording property transfers, adjudicating parking and camera violations, and managing the full life cycle of the department’s enforcement activities related to unpaid business and excise taxes, parking fines, and Environmental Control Board summonses.
The Collections Division is responsible for managing the full life cycle of the Department of Finance’s enforcement activities related to unpaid business and excise taxes, parking fines, and Environmental Control Board summonses. The debt collection process involves specialized professional collectors, experienced in the art of negotiation, who provide debtors with options and encourage full payment. The division utilizes several collection tools to enforce compliance, including notices, telephone dunning, outside collection agencies, and special projects aimed at locating and taking enforcement actions against assets.
The Customer Support Unit is seeking an experienced and result-driven professional with debt collection and supervisory experience to serve as the Manager of the Customer Support Unit. This leadership position requires strong management skills, exceptional communication abilities, and a proven track record of fostering collaboration with staff, internal stakeholders, and external partners to achieve successful debt resolution outcomes.
The Customer Support Unit Manager will oversee the Collections Division's front-office operations and customer support functions, with a focus on enhancing revenue collection efforts, improving customer satisfaction, and reducing turnaround times for customer inquiries and issue resolution. The ideal candidate will be responsible for strengthening, stabilizing, and guiding the unit, while promoting operational excellence, accountability, and continuous improvement.
Reporting to the Assistant Commissioner of Collections, the selected candidate’s duties and responsibilities will include, but not be limited to the following:
- Provide strategic leadership and day-to-day management of the Customer Support Unit, ensuring efficient operations and achievement of performance objectives.
- Manage the resolution of a high volume of inbound and outbound customer communications, ensuring timely and effective responses that support revenue collection goals.
- Create, enhance, and oversee the Business Tax Collections System (BTCS) training programs specifically tied to the unit's function.
- Oversee the investigation and resolution of account discrepancies and debt-related issues, ensuring compliance with applicable policies, procedures, and regulations in reference to parking, Environmental Control Board (ECB), and business tax judgment debt.
- Ensure the delivery of exceptional customer service while conducting debt collection activities in a professional, respectful, and compliant manner.
- Prepare and present reports on unit performance, collections activity, customer service trends, and operational initiatives for management.
- Work with debtors to secure full payment, new payment agreement streams and/or the best step in collecting the past due amount.
Additional Information:
In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.
This position may be eligible for remote work up to 2 days per week, pursuant to the Remote Work Pilot Program agreed between the City and the Collective Bargaining Unit representing employees serving in the civil service title.
ADM MANAGER-NON-MGRL FRM M1/M2 - 1002C

1. A baccalaureate degree from an accredited college and four years of satisfactory, full-time progressively responsible clerical/administrative experience requiring independent decision-making concerning program management or planning, allocation for resources and the scheduling and assignment of work, 18 months of which must have been in an administrative, managerial, executive or supervisory capacity. The supervisory work must have been in the supervision of staff performing clerical/administrative work of more than moderate difficulty; or
2. An associate degree or 60 semester credits from an accredited college and five years of satisfactory, full-time progressively responsible experience as described in "1" above, 18 months of which must have been in an administrative, managerial, executive or supervisory capacity. The supervisory work must have been in the supervision of staff performing clerical/administrative work of more than moderate difficulty; or
3. A four-year high school diploma or its educational equivalent and six years of
satisfactory, full-time progressively responsible experience as described in "1"
above, 18 months of which must have been in an administrative, managerial,
executive or supervisory capacity. The supervisory work must have been in the
supervision of staff performing clerical/administrative work of more than
moderate difficulty; or
4. Education and/or experience equivalent to "1", "2" or "3" above. However, all
candidates must possess the 18 months of administrative, managerial, executive or supervisory experience as described in "1", "2" or "3" above. Education above
the high school level may be substituted for the general clerical/administrative
experience (but not for the administrative, managerial, executive or supervisory
experience described in "1", "2" or "3" above) at a rate of 30 semester credits
from an accredited college for 6 months of experience up to a maximum of 3½
years.

The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.