Refund Clerk III

Summary Objective Summary and overall objectives of the job.

The Refund Clerk III ensures timely and accurate research associated with the dispositioning of refunds and returned checks returned from the tax agencies for various reasons. The position assumes the responsibilities/duties of the Refund Clerk I and Refund Clerk II in their absence, and is relied upon for their expertise in all areas including management of quality control/audits, complex issues, escalations, special projects, staff training, outstanding checks, deposits, and wires as well as various other functions related to reporting.

Essential Functions The essential duties of the position to be performed with or without accommodation.

Refund Processing

• Processes and researches property tax refunds and returned checks from payments made to taxing authorities for the properties serviced throughout the United States

• Researches a high-volume of complex issues typically requiring advanced knowledge of customer business rules and LERETA's requirements

• Conducts research of data by leveraging all available resources, databases, third-parties and public information

• Processes payments which may require reviewing tax bills, identifying and disbursing tax amounts from the system, matching bills to checks and extracts data from the system

• Prepares supporting documentation to determine penalties and presents the data for supervisor approval

• Reviews agency websites, makes/receives phone calls or utilizes internal tax reports to research tax payments returned by taxing authorities to identify resolution of funds disbursed

• Researches delinquencies, procures payoff amounts and determines the root cause for delinquency to return monies to the customer or tax collector with necessary adjustments

• Researches questions/problems from internal / external customers

• Identifies imminent loss situations and informs management promptly

• Tracks and maintains daily production / workflow and accuracy expectations data in order to submit a status report to management on a daily basis

• Maintains simple to complex files including researching documents and various information from other agencies

• Prepares, balances, submits wire disbursements and check deposits

• Responsible for internal and external client reporting

• Responsible for various quality control, reconciliation and audit processes

• Independently, quickly and accurately troubleshoots and properly escalates a wide-range of serious issues

• Provides direction, guidance and training to staff

• Completes internal and external / client projects, tasks and resolution of issues on a day-to-day basis

• Collaborates with and maintains open communication with all departments to ensure effective and efficient workflow and will facilitate completion of tasks / goals

• Maintains individual employee performance records in accordance with traceable metrics and quality standards in relation to department goals and objectives
Wire/ACH and Mailing Refunds of

• Ensures timely and accurate processing of refunds sent to the clients weekly via wire, ach or mail

• Work with accounting to ensure reconciliation of all funds going to clients

• Retrieves files that list outgoing check items segregated by client, obtains checks from designated storage areas and mails them according to operating procedures

Outstanding Checks

• Ensures timely research on all uncashed checks that have exceeded 75 days from date of issue

• Works with taxing agencies to waive any penalty and interest associated with non-payment of taxes due to outstanding check status

• Maintains inventory of outstanding checks within 90 Business Days at 100%

Task 4 Bullet Points- Click here to enter text.

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

Core Competencies Bullet-point the required knowledge, skills, and abilities.

• Ability to work in a high-volume, fast-paced environment and effectively prioritize a varied workload between multiple systems and customers

• Strong, independent decision-making ability

• Excellent time management and organizational skills

• Research skills / experience

• Professional and courteous when dealing with internal and external customers

• Ability to be extremely detail-oriented to ensure accuracy

• Ability to confidently / effectively communicate verbally, in writing, via telephone and in person

• Ability to conduct effective searches via the internet

• Ability to independently, quickly and accurately troubleshoot and properly escalate a wide-range of issues

• Ability to respond with urgency to team and management requests / reports

• Ability to successfully work in a team environment to address and resolve issues

• Ability to assist the Team Lead as needed

Required Education & Experience Education and experience based on requirements that are job-related and consistent with business necessity.

• High School Diploma or Equivalent

• Advanced Microsoft Office Excel, Outlook, PowerPoint and Word skills

• 2-years of property tax experience

• Must be able to type 50+ wpm (minimum)

• Must be able to use 10-key by touch

• 3-5 years of related mortgage servicing experience; preferably direct experience with property tax

Preferred Education & Experience Preferred education and experience based on requirements that are job-related and consistent with business necessity.

• Associates Degree

• Knowledge of Real Estate Settlement Procedures Act (RESPA) and Consumer Financial Protection Bureau (CFPB) regulations

Salary Range: $16.96 - 22.90

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)