Customer Service Researcher

Important Note:

Candidates Must Be Permanent in the Clerical Associate Civil

SERVICE TITLE OR ARE REACHABLE ON THE CURRENT CLERICAL ASSOCIATE OPEN COMPETITIVE EXAM NO.

• 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.

• 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 The 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 Land Records Division and its Office of the City Register record and maintain all official documents related to real estate, including deeds, mortgages, and leases. The division has offices in every borough except for Staten Island, where the Office of the County Clerk provides these functions. Land Records records approximately 550,00 documents annually and collects over $5 billion annually in real property transfer and mortgage recording taxes. The Division maintains and updates New York City property ownership records and provides review and research services for those records. The Land Records Division also administers the property tax lien sale for property tax enforcement, interacting with the NYC Law Department, the Mayor’s Office of Management and Budget, and the Lien Trust Program.

The Research and Correction Call Center units are seeking two (2) Customer Service Researchers. Reporting to the Manager of Research & Helpdesk Operations, the selected candidates’ duties and responsibilities will include, but are not limited to:

• Intake and scanning of documents submitted to the City Register for recording.
• Ensure that all documents are processed and scanned in a timely manner for examiner review.
• Assist taxpayers primarily by responding to inquiries via telephone and email.
• Assist taxpayers daily by navigating the ACRIS system, responding to tax form and research inquiries, and addressing taxpayer inquiries through the CRM mail system.
• Assist customers in the public service area with preparing the required cover page for document submissions.
• Perform the intake, scanning, and return of documents submitted to the City Register's offices for recording, whether received by mail or in person.
• Process certified document requests.
• Retrieve microfilm, microfiche, and Land Records books upon request.
• Refile and maintain Land Records books in the library area in an organized manner.
• Perform cashiering duties and open incoming mail.
• Research property ownership.
• Work on Special projects in the division as needed.

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.

Minimum Qualifications

Qualification Requirements A four-year high school diploma or its educational equivalent approved by a State's department of education or a recognized accrediting organization and one year of satisfactory clerical experience.

Skills Requirement Keyboard familiarity with the ability to type at a minimum of 100 key strokes (20 words) per minute.

Preferred Skills

• Excellent written and verbal communication skills.
• Detail oriented and ability to multi-task.
• Working knowledge of computer programs.
• Strong interpersonal and teamwork skills.

Residency Requirement

New York City residency is generally required within 90 days of appointment. However, City Employees in certain titles who have worked for the City for 2 continuous years may also be eligible to reside in Nassau, Suffolk, Putnam, Westchester, Rockland, or Orange County. To determine if the residency requirement applies to you, please discuss with the agency representative at the time of interview.