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Position Overview

As the Team Lead, provides expert leadership, mentoring, support, training and direction to property tax staff undertaking collection practices of property taxes on behalf of the City, Region, School Boards and Business Improvement Areas. This includes the collection of water arrears recovery, miscellaneous receivables, Provincial Offences Act (POA) fines, Parking Tickets, and outstanding By-law infractions.

Expertly resolves, liaises and responds to escalated (Tier 2, Tier 3) problems and issues from with the public, property owners, government agencies, lawyers, mortgage, insurance, and credit companies via in person, telephone, e-mail, fax and/or correspondence arising from the collection of outstanding arrears of property taxes, water arrears and other related miscellaneous receivables.

Courteously and effectively handles and resolves situations that have become aggressive and angry ensuring excellent customer service and professionalism. Expertly facilitates and responds to collection enquiries, provides and negotiates debtor payment arrangements that follow all applicable legislations.

Discreetly and professionally communicates with delinquent clients, by producing arrears notices, personalized letters, as required. Monitors and analyzes past due/delinquent accounts portfolio to determine the most effective course of action to bring each account up to date. Prepares and registers accounts eligible for tax sale which have taxes in arrears that remain outstanding beyond legislated deadlines.

The Collections Team Lead is considered a Subject Matter Expert and a resource for the team, ensuring service excellence is delivered on a consistent basis.

Responsibilities

Team Lead Functions • Responds, investigates and follows-up on inquiries/requests for service (Tier 2, Tier 3); complaints from the general public, ratepayers, lawyers, and financial institutions by telephone or in-person at inquiry counter, supporting property tax staff while maintaining and representing a professional, courteous and respectful demeanor. • Provides expert leadership, mentoring, support, training and direction to property tax staff undertaking collection practices of property taxes on behalf of the City, Region, School Boards and Business Improvement Areas. • Demonstrates a high level of customer service with sound knowledge of City policies and procedures by applying subject matter expertise of property tax, utility and POA collection practices. Provides rationale and reference to regulations and/or laws for levying of taxes and collection (i.e., Municipal Act, Assessment Act, Public Utilities Act, Provincial Offences Act). • Resolves and analyses customer issue and concerns, formulates solutions, makes recommendations involving appropriate resources and communicate resolution effectively. • Responsible for communications with external agency(s) regarding tax sale registration process including preparation and registration of all pertinent documents ensuring accuracy of all such documents. • Corresponds with Legal Services Department, external law firms and accounting agencies to request title and corporate searches in order to contact interested parties when necessary and applicable. • Analyzes financial data and determine taxpayer liability and collection action; creating financial and payment arrangement solutions; ensure consistent and equitable treatment of all taxpayers, regardless of situation. • Applies extensive collection techniques, strategies, policies and procedures, options, and opportunities, utilizing knowledge of Small Claims Court and bankruptcy processes, Municipal Tax Sale Rules, and collection policies and procedures.

Technical Duties • Monitors and addresses accounts in arrears which impact the City’s collection practices by issuing collection letters, cold-calling or in person. • Monitors property tax accounts to ensure payment commitments are maintained; investigate and resolve discrepancies. Provides monthly collection reports on status of receivables and reconciliation of payment applications and remittances from taxpayers, bailiff and collection agencies, external parties. • Initiates, recommends and registers properties for tax arrears ensuring legislative requirements are fulfilled under the Municipal Tax Sales Rules regulation. Prepares a list of potential accounts to be registered for tax sale, to be included in annual report to Council. • Liaises with the Water and Wastewater, By-law & Compliance, and Accounting Services departments, the external utility company as applicable and other municipalities to address collection of outstanding water accounts, Provincial Offences Act (POA), parking and by-law fines. Enforces collection by issuing collection letters, cold-calling telephone calls and addressing inquiries at the counter. Negotiates, collects payment, monitors paid accounts portfolio and recommends transfer to tax receivables for pending/unpaid charges. • Articulates rights and obligations to taxpayers displaying tact and diplomacy. Mediates and negotiates payment arrangements. Liaises with banks and other financial institutions, as required.

Other Duties • Performs other related tasks and projects as assigned, which are in accordance with job responsibilities or necessary department and corporate objectives. • Responsible for ensuring compliance with the Accessibility for Ontarians Disability Act (AODA) and related policy and procedures. • Responsible for ensuring compliance with the Ontario Health and Safety Act and Regulations and the Corporate Health & Safety policy and related procedures.

Qualifications and Experience

• Successful completion of a university degree or three (3) year College diploma in Business Administration and/or Accounting/Finance. • Municipal Tax Administration Program (MTAP) certificate through Seneca College. • Minimum five (5) years’ progressively more experience working collections and customer service and with the public preferably in a municipal government setting. • Excellent interpersonal and communication skills, verbal and written. • Expert knowledge of applicable legislation such as the Municipal Act, Municipal Tax Sales Rules, Assessment Act, Ontario Energy Board Act and related Regulations as applicable; proven ability to interpret and apply complex legislation to enforce compliance and maximize debt recovery. • Demonstrated advanced communication (verbal and written) and customer service skills to effectively handle demanding, difficult, and sensitive client service situations coupled with exceptional interpersonal skills. • Expert ability to interact efficiently and courteously with the public, Council offices, internal staff and outside agencies and lawyers in-person, on the phone and through email correspondence. • Excellent and proficient keyboarding skills accompanied with knowledge in Microsoft products, property tax database software, e-mail and spreadsheet applications. • Expert ability to recognize and resolve customer conflicts and facilitate disputes in confidence. • Proven ability to work independently and in a team environment with a high degree of flexibility and adaptability to successfully cope in a demanding, fast-paced environment with constant changes in procedures and workload. • A valid Ontario ‘G’ driver’s license, in good standing, with access to a reliable vehicle for field work and corporate use. • Knowledge of and demonstrated ability in the City’s core as well as relevant departmental functional competencies. • Ability to work outside normal business hours, as required.

Please note that only candidates selected for interviews will be contacted. The City of Vaughan is committed to diversity and inclusivity in employment and welcomes applications from qualified individuals of diverse backgrounds. The City of Vaughan is also committed to providing accommodations for people with disabilities. Please contact humanresources@vaughan.ca if you require an accommodation, and we will work with you to meet your needs.