Refunds Lead Deputy Specialist II
Refunds Lead Deputy Specialist II
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Job Description
Position Description
POSITION PROFILE
The Property Tax Refunds Lead Deputy Specialist II will oversee and guide a team of Refund Specialists in processing refund applications ensuring compliance with policies and providing excellent service to taxpayers. In addition to handling complex refund cases the Lead Specialist will be responsible for mentoring team members resolving escalated issues and implementing process improvements. This role involves gathering reviewing and verifying documentation for litigation refunds conducting indepth research on applications and troubleshooting discrepancies to prevent delays in the refund process.
The Property Tax Refunds Lead Specialist will also coordinate with other departments and assist customers directly including answering inquiries returning voicemail calls and managing escalated cases. This position is key to maintaining efficient and accurate processing operations as well as supporting team development and driving continuous improvement.
JOB DUTIES AND RESPONSIBILITIES
Leadership & Team Supervision
Assist the management with training and mentor a team of Refund Specialists to ensure efficient and accurate processing of refund applications.
Monitor team performance provide feedback and assist in resolving complex issues or challenges.
Oversee daily operations and ensure alignment with departmental goals policies and procedures.
Communicate updates share best practices and address questions or concerns as needed.
Advanced Refund Processing & Documentation
Review and process complex or highpriority refund applications that require special handling.
Provide guidance to team members on how to handle complex refund cases or unusual discrepancies.
Ensure that all applications are reviewed thoroughly ensuring eligibility and compliance with refund guidelines.
Collaborate with the legal and finance departments for any issues involving litigation refunds.
Customer Assistance & Escalation Management
Handle escalated customer inquiries and complex issues that require a higher level of expertise.
Provide exceptional customer service by resolving concerns promptly efficiently and professionally.
Answer incoming calls on the property tax call line and ensure customers receive accurate timely information.
Return voicemail calls from customers with concerns or questions regarding their refund applications.
Application Management & Process Improvement
Oversee the scanning organizing and updating of refund applications received via mail or email.
Lead efforts to continuously improve refund processing workflows identifying inefficiencies and implementing solutions.
Maintain and update the refund database ensuring data accuracy integrity and proper logging of applications.
Monitor application progress and assist team members in resolving any bottlenecks or roadblocks.
Coordination & Compliance
Coordinate with internal departments (e.g. finance legal compliance) to address any issues related to refund applications.
Ensure compliance with policies procedures and regulations related to refund processing.
Generate reports on refund processing metrics team performance and any trends or issues that need addressing.
Training & Development
Develop and deliver training materials for new hires or ongoing team development.
- Keep abreast of updates to refund policies and ensure the team is trained on any changes or new processes.
Harris County is an Equal Opportunity EmployerRequirements
EDUCATION & EXPERIENCE:
High school diploma or equivalent from an accredited institution within the U.S.
Minimum of two (2) years of experience in customer service administrative support finance or refund processing.
- Indepth knowledge of refund processing procedures and taxrelated regulations is highly desirable.
Familiarity with document scanning database management and workflow automation systems.
KNOWLEDGE SKILLS AND ABILITIES
Strong customer service and conflictresolution skills.
Proven ability to manage and lead teams effectively.
Excellent organizational skills and attention to detail ensuring accurate processing of refund applications.
Ability to handle complex or escalated cases with professionalism and efficiency.
Ability to sit for extended periods and work on a computer and phone throughout the day.
Ability to work in an office environment with occasional highvolume periods.
Knowledge of advanced refund application processes documentation and compliance regulations.
Strong leadership and supervisory skills with the ability to mentor and guide a team to achieve goals and maintain highquality standards.
Advanced problemsolving and analytical skills to handle complex refund cases and discrepancies.
Exceptional verbal and written communication skills with a strong customer service orientation.
Proficiency in Microsoft Office Suite (Word Excel Outlook) database management systems and workflow automation tools.
Ability to manage competing priorities in a fastpaced environment while maintaining accuracy.
Indepth understanding of property tax policies and refund regulations.
Ability to handle sensitive and confidential information with discretion.
Strong adaptability and decisionmaking abilities particularly in highpressure situations.
NOTE:Qualifying education experience knowledge and skills must be documented on your job application. You may attach a resume to the application as supporting documentationbutONLY information stated on the application will be used for consideration. See Resumewill not be accepted for qualifications.
Preferences
Minimum of one (1) year of experience in managing teams and handling escalated customer inquiries or issues.
Associate or Bachelors Degree in Business Administration Accounting Finance or a related field.
Experience working in a county tax office or government finance department.
Familiarity with property tax exemptions tax rate calculations and auditing procedures.
General Information
ABOUT THE TAX ASSESSORCOLLECTOR:
The Harris County Tax AssessorCollectors Office is essential for ensuring the proper administration of tax laws and providing vital services to the community. The office plays a key role in local government handling various financial and administrative tasks including:
- Property Tax Collection: Assess and collect property taxes for all eligible commercial and residential property owners and entities. Calculate property taxes based on appraised values and ensure collection and distribution to the appropriate entities.
- Motor Vehicle Services: Manage commercial and residential vehicle registration issue license plates and handle vehicle title transfers including the collection of associated fees.
- Voter Registration: Oversee voter registration within the county issue voter registration certificates and maintain an accurate voter registration roll.
- Additional Revenue Collection: Collecting certain fees fines and revenues related to permits or state mandates depending on the countys needs.
WORKING CONDITIONS MENTAL AND PHYSICAL DEMANDS
Typically an office environment with adequate lighting and ventilation and a normal range of temperature and noise level.
Largely sedentary role with minor physical effort required however it may at times involve long periods of standing walking bending reaching stretching climbing lifting up to 20 lbs. or similar activities (e.g. filing delivering sorting).
A frequent volume of work and deadlines impose strain on a routine basis.
May require attendance offsite at conferences trainings and seminars.
Regular application of basic skills (calculator keyboard hand tools eye/hand coordination).
Employment may be contingent on passing a drug screen and meeting other standards.
Due to a high volume of applications positions may close prior to the advertised closing date or at the discretion of the Hiring Department.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
