Demetria Herring

• Offer friendly and efficient service to customers, handle challenging situations with ease.
• Answer questions or complaints from the public, agencies or City departments
• Update Real Estate account information to maintain customer records
• Actively listen to customers' requests, confirming full understanding before addressing concerns
• Conduct research, providing updates and making recommendations, and implementing solutions to achieve project goals and objectives
• Research Credit and Referrals for potential Refund
• Make adjustments to billing system, specifically concerning Statutory Tax Assessments
• Make referrals to appropriate sources for services or information
• Interpret and monitor compliance with City tax codes, rulings, policies or procedures

• Handle escalated complaints and complex account research in a gracious manner and in accordance with company policies
• Research and adjust accounts, reporting and daily settlement
• Investigate and resolve payment inquiries and issues
• Exercise good judgment, tact and resourcefulness in meeting problems and situations
• Assist with training of new employees
• Supervise City Hall location
• Provide guidance to CSR team members with difficult account issues
• Assign work and give instructions on drop box payments and City Hall mail
• Help manage front counter operations to ensure friendly and efficient transactions
• Research and analyze bill inquires and payments applied in error, contact the proper unit in order to adjust the account
• Responsible for processing a variety of transactions.
• Prepare daily deposit
• Balance and reconcile cashiers totals daily, review their envelopes for accuracy and completion
• Perform payment research function for customers and resolve escalated customer issues
• Assist walk in customers/respond to customer inquiries regarding payment processing
• Assist with closing of cash report and credit cards, balance and reconcile cashiers totals
• Assist Revenue Customer Service Managers as needed
• Provide feedback to cashiers on work performance and communicate changes and updates throughout the day
• Enforce the new settlement procedures and train staff accordingly.

· Provides advanced levels of customer service

· Handle escalated complaints and complex account research in a gracious manner and in accordance with company policies

· Interact with and resolve customer complaints

· Research and adjust accounts, reporting and daily settlement

· Investigate and resolve payment inquiries and issues

· Exercise good judgment, tact and resourcefulness in meeting problems and situations

· Help with supervising tellers

· Performs administrative and operational duties such as processing and overseeing daily deposits, validating daily receipts, opening/closing office, preparing reports, performing audits, reviewing and analyzing data and reports, preparing change orders, establishing and interpreting policies and procedures, etc.;

· Assist with training of new employees

• Handled incoming calls or inquiries from prospective customers or clients.
• Performed and processed necessary adjustments to customer account.
• Answered questions about tax rates, business licenses, decals, personal property taxes, service charges, fees and credit policies.
• Responded to customer billing and service inquiries, citizen inquires and researched as necessary to resolve issues.
• Monitored delinquent customer accounts.
  
• Responded to customer billing and service inquiries and research accounts.
• Reviewed collection reports to determine the status of collections and the amounts of outstanding balances.
• Completed supporting paperwork and data entry as required.

• Discussed business tax laws with citizens.
• Helped with adjustments to current year tax returns.
• Gave information on tax law changes and rates.
• Performed data entry into departmental system of account corrections, changes, and resolved issues.
• Handled incoming calls or inquiries from customers.
• Assisted customers effectively by solving customer disputes.
• Provided customer with account information and explanations about accounts.
• Responded to customer billing and service inquiries, citizen inquires and researches as necessary to resolve issues.
• Tactfully handled confrontational or stressful interactions via telephone.
• Completed supporting paperwork and data entry as required.
• Performed and process necessary adjustments to customer accounts.

• Handled customer loan repayments
• Documented customer accounts
• Made outbound collection calls to delinquent customers
• Responsible for resolving moderately complex customer questions and problems with accounts
• Greeted customers entering the store to ascertain what each customer wanted or needed
• Earned management trust by serving as key holder, responsibly opening and closing store
• Politely assisted customers in person and via telephone