Management Analyst, Associate

Management Analyst, AssociateThe Department of Finance is seeking a qualified candidate for the position of Management Analyst, Associate. This classification provides front-line customer service, citizen assistance, and revenue processing related to City services and functions. Incumbents provide advanced-level customer service, handling both basic and escalated inquiries, as well as researching and adjusting account information. Work may include entering data into an assigned system; researching and correcting account errors; generating and reading reports; creating bills; processing account adjustments; calculating and processing refunds; responding to phone calls, emails, and in-person inquiries; reconciling funds received; and performing basic clerical functions such as filing, correspondence, mail sorting, etc. 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: Assisting customers; maintaining records and files according to departmental policy and procedure Investigating and resolving unique and/or complex customer service issues Responding to customer billing and service inquiries and researching as necessary to resolve issues Performing and processing necessary adjustments to customer account and/or departmental computer system for each assigned customer Corresponding with customers via telephone and mail to verify accuracy of service resolution Preparing, maintaining and submitting account log and/or reports to supervisor of work/accounts services completed Performing data entry into departmental system of account corrections, changes, and/or resolved issues Performing research and special projects as directed by supervisor Assisting customers with forms completion; answering customer questions; referring customers to appropriate parties Other duties as assigned based on the needs of the department Knowledge, skills, and abilities: Electronic databases and related software applications Governmental accounting concepts Knowledgeable of VA State Code and Richmond Ordinances Thorough knowledge of computer programs such as Microsoft Office Suite and Adobe Acrobat Skills: Analyzing and aggregating data Analyzing and interpreting manuals and operating procedures Assisting with special projects and programs Communicating with various internal and external departments effectively Communicating results of analyses and recommendations professionally and effectively with management and peers Conducting basic analyses Developing manuals and operating procedures as necessary Developing recommendations and reports Gathering and compiling data Maintaining records, data, and other information in department of focus Proofreading and editing Preparing and submitting documents related to focus area Working in a team environment Customer service Excellent oral and written communication Abilities: Multi-task Organize Plan Prioritize Problem solve Manage time effectively Minimum training and experience: Bachelor's degree in business/public administration or field related to assignment Two years of paraprofessional experience in area related to assignment, such as assisting with program or project administration and management analysis 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: At least two (2) years of customer service experience in the finance or related field At least two (2) years of experience utilizing an ERP system; Intermediate Proficiency in MS Word and Excel; 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. 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 Jessica McKenzie, Human Resources Manager by email at Jessica.McKenzie@RVA.GOV.