Public Service Manager (#MABZ23)
$55,182.00 Yearly Min / $68,978.00 Yearly Mid / $82,774.00 Yearly Max

A class incumbent manages a Public Service unit which is responsible for assisting the public in the preparation of tax returns or with filing and submitting documentation for unclaimed property claims either by mail, telephone or in person.

• 24,000-51,000 telephone calls annually.
• Claimant or taxpayer assistance on up to 20,000 unclaimed property claims or tax returns annually.

A class incumbent reports to an administrative supervisor. The incumbent is responsible for ensuring prompt, accurate, and courteous service and assistance to the public in the completion and submission of unclaimed property claims or the filing of Delaware tax returns either in person or in response to telephone inquiries. The incumbent supervises staff and handles escalations, complex claimant questions, and customer service issues. A significant aspect of this work involves either informing the taxpaying public of how to avoid errors on their returns or informing unclaimed property claimants of the documentation required to ensure approval of their claims, to prevent fraudulent claims, as well as how to avoid errors and delays in the processing of their claims.

Essential functions are fundamental, core functions common to all positions in the class series and are not intended to be an exhaustive list of all job duties for any one position in the class. Since class specifications are descriptive and not restrictive, incumbents can complete job duties of similar kind not specifically listed here.

• Supervision is exercised over at least two or more merit full time positions per the Merit Rules. The elements of supervision include planning, assigning, reviewing, evaluating, coaching, training, recommending hire/fire and discipline.
   
• Conducts regular staff meetings to ensure deadlines and performance measures are met, monitors workflow to adjust priorities.
   
• Assists in the preparation of complex tax returns or the filing of unclaimed property claims and advises customers on applicable laws, rules, regulations, policies, and procedures.
   
• Responds to inquiries from executive and legislative officials.
   
• Works with other units within the Department to research, respond, and resolve claimant questions and problems regarding filing, documentation and fraud prevention issues.
   
• Management of call volume and queue activity.
   
• Prepares weekly unit activities and feedback reports.

The intent of the listed knowledge, skills and abilities is to give a general indication of the core requirements for all positions in the class series; therefore, the KSA’s listed are not exhaustive or necessarily inclusive of the requirements of every position in the class.

• Knowledge of Federal and State tax or unclaimed property laws, forms, rules and regulations.
• Knowledge of accounting and/or bookkeeping practices and procedures.
• Knowledge of managerial principles and practices.
• Knowledge of supervisory practices and procedures.
• Knowledge of recordkeeping practices and procedures.
• Skill in explaining complex tax or unclaimed property matters to claimants.
• Skill in the interpretation and application of federal and state tax or unclaimed property laws, rules and regulations.
• Ability to communicate effectively both orally and in writing.
• Ability to interpret and apply applicable laws, rules and regulations.
• Ability to instruct and advise staff on changes in tax or unclaimed property law and regulations.
• Ability to compile, analyze and summerize raw data to make recommendations for improvement in regard to Policies and Procedures and system enhancement.
• Ability to motivate staff under pressure.

JOB REQUIREMENTS for Public Service Manager
Applicants must have education, training and/or experience demonstrating competence in each of the following areas:

Division of Revenue

1. Three years experience in processing tax returns, such as analyzing and evaluating tax records in order to determine tax liability in accordance with federal or tax laws.
2. One year of experience in determining compliance of financial transactions with required documentation, codes, and rules/regulations.
3. Six months experience in customer service such as providing prompt, accurate, and courteous service to customers seeking information, answering requests as quickly as possible, ensuring customers are satisfied with service, and responding to complaints.
4. Six months experience in staff supervision which includes planning, assigning, reviewing, and evaluating the work of others.

Office of Unclaimed Property

1. Three years experience in coordinating administrative operations or functions such as coordinating organizational operations or components of functional programs, tracking workflow and resolving problems, providing guidance and consultation to management, customers and others on administrative matters.
2. One year of experience in determining compliance of financial transactions with required documentation, codes, and rules/regulations.
3. Six months experience in customer service such as providing prompt, accurate, and courteous service to customers seeking information, answering requests as quickly as possible, ensuring customers are satisfied with service, and responding to complaints.
4. Six months experience in staff supervision which includes planning, assigning, reviewing, and evaluating the work of others.