Customer Service Specialist - Delinquent Collections

Customer Service Specialist - Delinquent Collections

Salary

$51,667.20 - $75,483.20 Annually

Location

City Hall, 900 East Broad Street, Richmond, VA

Job Type

Full-Time Permanent

Job Number

25M00000081

Department

Finance

Opening Date

06/11/2026

Closing Date

6/26/2026 11:59 PM Eastern

• Description
• Benefits
• Questions

Are you Richmond R.E.A.D.Y? Respect. Equity. Accountability. Diversity…YOU!!!

This is an EXCITING time to Join the City of Richmond! We are committed to nurturing talent, fostering growth opportunities, and building strong connections within our workforce. As we continue to make strides to becoming the employer of choice, we are thrilled about the below employee benefit enhancements:

• Virginia Retirement System (VRS)
• Language Incentive
• Referral Bonus
• Tuition Assistance Program

Description

The Department of Finance is seeking a qualified candidate for Customer Service Specialist. This position provides front-line customer service and assistance within the City's Delinquent Collections Unit. The incumbent delivers advanced-level customer service by handling both basic and escalated inquiries across phone, email, and in-person channels; researching account information; and resolving customer complaints and payment plan queries. As assigned, the role serves as a lead worker, provides backup support to Customer Service Supervisors, assists with training other employees, and acts as a floater to cover all locations during peak times or staffing needs. Responsibilities include delinquent reporting and other data entry into assigned systems, researching and correcting errors, and performing basic clerical duties while ensuring proper document management.

This position is considered 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.

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 are not limited to

Lead Work & Supervisor Support:

• Serve as a lead worker and provide backup support to Customer Service Supervisors.
• Assist with training other employees on policies, procedures, systems, and customer service standards.
• Act as a floater to cover all locations during peak times or to supplement staffing; support workflow allocation and service coverage.

Front-Line Customer Service & Citizen Assistance:

• Provide advanced-level customer service for City services via phone, email, and in-person channels.
• Handle basic and escalated inquiries, resolve customer complaints and delinquent collections queries.
• Research and review account information; de-escalate issues and drive timely resolution.
• Assist customers with account changes, service requests, and general information.

Account Processing, Research, & Reconciliation:

• Receive and process payment plans and delinquent collection reports.
• When applicable, reconcile funds received and resolve discrepancies.
• Perform account research and address account-related customer queries.
• Follow established delinquent collection and revenue control procedures.
• Research and correct account errors; document findings and corrections.

Systems, Data Entry, & Reporting:

• Accurately enter, update, and maintain customer and account data in assigned systems.
• Prepare and maintain logs and routine reports related to transactions, adjustments, reconciliations, and file transmissions. account-related
• Verify data integrity; troubleshoot and correct account-related errors.

Policy, Procedure, & Document Management:

• Apply established policies and procedures consistently across customer service and delinquent collections activities.
• Safeguard confidential information and comply with relevant standards and internal controls.
• Support quality and accuracy standards through careful documentation and follow-up.
• Perform basic clerical functions including filing, correspondence, and mail sorting.

Qualifications, Special Certifications and Licenses

KNOWLEDGE, SKILLS, AND ABILITIES:

Knowledge (some combination of the following):

• Best practices related to customer service policies and procedures
• Delinquent Collections
• Municipal governments
• CIS billing system
• Federal, State, and Local Collection Laws
• Familiarity using standard office equipment

Skills (some combination of the following):

• Proficiency at Microsoft Office Suite
• Data entry
• Diplomacy
• Problem-solving
• Account management
• Oral and written communication
• Interpersonal communication
• Basic mathematics
• Customer service
• Researching
• Interacting with potentially irate or irrational customers

Abilities (some combination of the following):

• Multi-task
• Listen attentively
• Analyze information
• Work with diverse populations
• Work in a fast paced environment
• Analyze data to resolve customer issues or concerns

MINIMUM TRAINING AND EXPERIENCE:

• High School Diploma or GED
• Three years of customer service and payment processing and delinquent collections experience
• 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:

• A two year degree from an accredited institution
• At least two (2) years of Customer service experience
• At least four (4) years working experience in a Federal, State or local municipality
• At least two (2) years of experience using a revenue based administration system Intermediate Proficiency in MS Word and Excel
• Bilingual is a plus

LICENSING, CERTIFICATIONS, and OTHER SPECIAL REQUIREMENTS:

• None required

Americans with Disabilities Act Requirements

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. While performing the essential duties of this job, the employee is regularly required to talk, see, hear, finger (pick, pinch, type, or otherwise work primarily with fingers), and use substantial repetitive motions of the wrists, hands and fingers. The employee is occasionally required to stoop, kneel, crouch, walk and reach extending hands and arms in any direction. 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.

Equal Employment Opportunity Statement

The City of Richmond provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

The City of Richmond is committed to the full inclusion of all qualified individuals. As part of this commitment, the City of Richmond will ensure that persons with disabilities are provided with reasonable accommodations. If you require reasonable accommodations under the Americans with Disabilities Act (ADA) to participate in the job application and/or the interview process, please contact Veronica Kenner, by email at HR-ADA@rva.gov.

This policy applies to all terms and conditions of employment, including recruitment, hiring, placement, promotion, termination, layoff, transfer, leaves of absence, compensation and training.

The City of Richmond Values Veterans. We are an official V3 Certified Company.

The City of Richmond is a proud partner with the US Army Partnership for Your Success PaYS Program.

With over 4,000 employees, the City of Richmond is an "Employer of Choice" among cities throughout the nation. The City strives to hire and retain employees who bring dedication and talent to the workforce. Offering a competitive, cost effective, and quality benefits package is one element of an "Employer of Choice".

The City offers a full range of benefit programs from initial hire through retirement. Please visit our Web site for details.

01

10-point compensable veteran. You must have an existing compensable service-connected disability of 10 percent or more. Other 10-point veteran include disabled veteran or a veteran who was awarded the Purple Heart for wound or injuries received in action, veterans widow or widower who has not remarried, wife or husband of a veteran who has a service-connected disability, widowed, divorced or separated mother of an ex-service son or daughter who died in action, or who is totally and permanently disabled. Do any of these apply?

• Yes
• No

02

5-point veterans must have been discharged under honorable conditions and had one of the following: Active duty in the Armed Forces of the United States, in a war, or during the period 4/28/52-7/1/55 or active duty for more than 180 consecutive days other than for training, any part of which occurred during the period beginning 2/1/55 and 10/14/76 or active duty during the Gulf War sometime between 8/2/90 - 1/2/92 or active duty in a campaign or expedition for which a campaign badge has been authorized or active duty for which more than 180 consecutive days other than for training, any part of which occurred during the period beginning 9/11/2001 and ending on the date prescribed by the Presidential proclamation or by the law as the last date of operation Iraqi Freedom. Do any of these apply?

• Yes
• No

03

Which answer best describes your highest level of education?

• High School Diploma/GED
• Some college
• Associates Degree
• Bachelors Degree
• Masters/Advanced Degree
• None of the above

04

Which answer best describes your years of experience working in customer service?

• Less than four years of experience
• Four to seven years of experience
• More than seven years of experience

05

Do you have experience with face-to-face customer service?

• Yes
• No

06

Select the below in which you have at least four years of direct work experience. (Select all that apply)

• Working in customer service office environment
• Working to resolve customer concerns or needs
• Answering multi-line telephones
• Resolving customer service issues with an office setting
• Maintaining office filing systems
• Experience using advanced computer programs
• None of the above

07

Choose the option below that best describes your years of experience using a revenue based administration system.

• Less than two years of experience
• Two to five years of experience
• More than five years of experience

08

Do you have experience working in Municipal government?

• Yes
• No

09

Choose the option below that best describes your years of experience working in Municipal government.

• Less than two years of experience
• Two to four years of experience
• More than four years of experience

10

Based on the City of Richmond Department of Human Resources MS Proficiency Scale, immediately described below, what is your level of proficiency using Microsoft Excel? Basic - At this level, an individual is able to enter and correct data, modify a workbook, format a worksheet, and use printing functions. Intermediate - At this level, an individual understands the concepts of databases and is able to work with charts and to use the list management capabilities of Excel. Advanced - At this level, an individual is automate some operations, manage Macro commands, and create MS Excel applications.

• Beginner experience
• Intermediate experience
• Advanced experience
• No experience

Required Question

Employer City of Richmond

Address 900 East Broad Street

Suite

Richmond, Virginia, 23219

Phone (804) 646-5660

804-646-5660

Website https://www.rva.gov/