Job Description

The Tax Researcher II is the primary contact for LERETA clients and provides timely research and resolution of all escalated inquiries. The role performs a wide-range of research requests including: researching missing, late, and misapplied payments, researching loan servicing issues, verifying delinquent/current taxes and incorrect tax data. The position assumes the responsibilities of the Tax Researcher I as needed and acquires and applies advanced knowledge of all department processes and procedures.


Task Research

• Analyzes existing tax parcels and compares to agency information to confirm and validate the accuracy of the tax parcels and jurisdictions associated with the property
• Researches a high-volume of complex issues typically requiring advanced knowledge of customer business rules and LERETA's requirements
• Reviews agency websites, makes / receives phone calls or utilizes internal tax reports to research tax status and to identify delinquent taxes

Processes

• Acquires an advanced knowledge of agency guidelines and special processing instructions
• Manages new orders and pending queue items in accordance with LERETA's Standard Operating Procedures (SOPs), established performance metrics and the customer's Service Level Agreements (SLA's)
• Uses discernment to quickly identify and escalate any unusual circumstances or requirement deficiencies that could endanger the department's ability to comply with the client's Service Level Agreements (SLA's) or that could result in property loss
• Identifies imminent loss situations and escalates to management promptly
• Applies and supports the implementation of new or modified policies and procedures to ensure accurate processing

Payment Processing

• Prepares supporting documentation and requests approval for penalty checks and fees if research determines that LERETA is liable for delinquencies; reviews and approves requests submitted by other employees
• Enters pay status and/or delinquent tax amounts into the system for customers reports / inquiries
• Interprets tax amount data and status per property taxes received from taxing agency jurisdictions and effectively identifies tax status for payment processing

Workflow Management

• Monitors inquiries and communicates status of work assignments and statistics to management
• Tracks, maintains and submits a daily report to management detailing daily inquiries, production / workflow and accuracy data
• Notifies leadership when assistance is needed to ensure all work is in compliance with the customer's Service Level Agreements (SLA's)

Customer Service

• Responds to clients and taxing agency jurisdictions by utilizing effective verbal and written communication in a prompt and accurate manner within the required SLA's.
• Notifies business partners of reporting errors in a clear concise manner
• Maintains a positive working relationship with both internal and external customers/business partners

Quality Control

• Applies and supports the implementation of new or modified policy and procedures as instructed to ensure accurate processing
• Communicates quality issues and provides recommended solutions
• Maintains required quality scores
• Conducts quality assurance checks on work performed by less experienced team members as well as outside vendors

This position will perform other duties as assigned based on the needs of the department

Salary Range: $15.74 -$21.45

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
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