4308 Senior Collections Officer

Recruitment #CBT-4308-099749



The eligible list resulting from this Class Based Test (CBT) announcement will be used to fill current and future vacancies in this class.

City & County of San Francisco

The City and County of San Francisco is a consolidated City and County, the only such consolidation in the State of California. The Mayor is also the County Executive and the County Board of Supervisors also acts as the City Council. Because of its unique status, the government of San Francisco exercises jurisdiction over property that would otherwise be located outside of its corporation limit and manages county welfare, health and justice functions under its city government.

Position Description:
Under general supervision of a Collections Supervisor, the Senior Collections Officer performs responsible and specialized revenue collection work involving revenues due the City and County; is responsible for collection through personal and telephone contact, correspondence and legal action; sets up repayment schedules; maintains collection records; explains County policies and legal requirements; and performs related duties as required.

  1. Utilizes techniques such as skip tracing and research to locate debtors to help identify available assets and implement collection proceedings through personal and telephone contact, correspondence and legal action.
  2. Uses computer programs to validate debt, document collection activities, communicate with co-workers via e-mail, and formally correspond with debtors. Uses word processing and windows-based applications.
  3. Interviews and corresponds with debtors to determine ability to pay, elicit payments to seek debt resolution and to explain City and County policies and legal requirements to debtors, representatives, departmental employees, other agencies and the general public.
  4. Obtains and verifies information related to debtor's employment, earnings, property holdings, credit, bank accounts, assets, and liabilities for collection of delinquent accounts.
  5. Reviews, analyzes and validates debt to prepare accounts for legal enforcement, including developing case summaries, obtaining evidence and consulting with attorneys, claims adjusters, and other County departments and outside agencies.
  6. Prepares, implements and monitors repayment agreements.
  7. Maintains records of data and information on collection cases.
  8. May represent the City and County as plaintiff in small claims court and as witness during civil court hearing.
  9. May train and provide lead direction to other collections personnel.
Individuals assigned to this function must attain specific collection performance measures.

Minimum Qualifications

  1. Two years of collection experience in a public agency. This experience must involve collection work equivalent to that performed by Class 4306 Collections Officer in the City and County of San Francisco; OR
  2. Three years of private sector collection experience in collecting delinquent accounts; OR
  3. An equivalent combination of experience; AND
  4. Ability to type 35 wpm.

SPECIAL REQUIREMENTS: Essential duties require the following physical skills and work environment: ability to work in a standard office environment, which may involve prolonged sitting, bending, telephone usage and engage in the repetitive motions involved in accessing databases, searching the internet, preparing reports and written communications and the use of other office equipment; and interacting with and obtaining information from hostile individuals.


Desirable Qualifications: The stated desirable qualifications may be used to identify job finalists at the end of the selection process when candidates are referred for hiring.
  1. Knowledge of: Interviewing and telephone communication techniques; modern office methods and techniques and the use of common office machines and equipment; the applicable laws, rules and regulations pertaining to delinquent revenue and tax collections
  2. Ability to: Maintain regular and reliable attendance; interact cordially with co-workers and the public; use a computer and various software applications, including collection software, word processing, spreadsheets and databases in order to obtain and enter information, perform analyses of billing and financial information, and generate reports or summaries of financial liabilities; conduct informational interviews; write and speak clearly and effectively; research legal, financial and other records; use skip tracing techniques to locate debtors and to analyze and validate the research; compose clear, concise reports and correspondence; establish and maintain accurate records and accounts; exercise good judgment in evaluating information and documentation; ask pertinent questions to elicit necessary information; comply with confidentiality rules; make decisions; speak clearly, concisely, and effectively in order to give oral instructions, answer questions, respond to concerns, and communicate work-related information to staff, departmental personnel, members of the public, and representatives of other agencies; effectively listen and elicit information; analyze financial information to negotiate payment plans and work in high paced production environment

Applicants may be required to submit verification of qualifying education and experience at any point during the recruitment and selection process. If education verification is required, information on how to verify education requirements, including verifying foreign education credits or degree equivalency, can be found at https://sfdhr.org/how-verify-education-requirements

Note: Falsifying one’s education, training, or work experience or attempted deception on the application may result in disqualification for this and future job opportunities with the City and County of San Francisco.

work in high paced production environment.

How To Apply

Applications for City and County of San Francisco jobs are only accepted through an online process. Visit www.jobaps.com/sf to register an account (if you have not already done so) and begin the application process.

  • Select the desired job announcement
  • Select “Apply” and read and acknowledge the information
  • Select either “I am a New User” if you have not previously registered, or “I have Registered Previously”
  • Follow instructions on the screen

Computers are available for the public (from 8:00 a.m. to 5:00 p.m. Monday through Friday) to file online applications in the lobby of the Dept. of Human Resources at 1 South Van Ness Avenue, 4th Floor, San Francisco.

Applicants may be contacted by email about this announcement and, therefore, it is their responsibility to ensure that their registered email address is accurate and kept up-to-date.  Also, applicants must ensure that email from CCSF is not blocked on their computer by a spam filter.  To prevent blocking, applicants should set up their email to accept CCSF mail from the following addresses (@sfgov.org, @sfdpw.org, @sfport.com, @flysfo.com, @sfwater.org, @sfdph.org, @asianart.org, @sfmta.com, @sfpl.org, @dcyf.org, @first5sf.org, @famsf.org, @ccsf.edu).

Applicants will receive a confirmation email that their online application has been received in response to every announcement for which they file.  Applicants should retain this confirmation email for their records.  Failure to receive this email means that the online application was not submitted or received.

All work experience, education, training and other information substantiating how you meet the minimum qualifications must be included on your application by the filing deadline.  Information submitted after the filing deadline will not be considered in determining whether you meet the minimum qualifications.

Applications completed improperly may be cause for ineligibility, disqualification or may lead to lower scores.

If you have any questions regarding this recruitment or application process, please contact the exam analyst, Guillermo Tapia, by telephone at 415-554-4473 or by email at Guillermo.Tapia@sfgov.org


Selection Procedures

Minimum Qualification Supplemental Questionnaire (Weight: Qualifying):
Candidates will be prompted to complete the Minimum Qualification Supplemental Questionnaire as part of the online employment application. This Minimum Qualification Supplemental Questionnaire is designed to obtain specific information regarding an applicant's experience in relation to the Minimum Qualifications for this position.

Applicants must also complete the official application. It is essential that applicants provide complete information in identifying their education, experience and training. The Minimum Qualification Supplemental Questionnaire will be used to evaluate if the applicant possesses the required minimum qualifications.

Multiple Choice Examination: (WEIGHT — 100%):
Candidates that demonstrate they possess the minimum qualifications will be tested by a standardized written examination to determine their relative knowledge, skills and abilities in job-related areas which may include but not be limited to: knowledge of collection procedures, principles, concepts and techniques; and modern office practices and procedures. 

A passing score must be achieved on the written examination in order to be placed on the eligible list/score report.   This is a standardized examination, and, therefore, test questions and answers are not available for public inspection or review.  

Note: Applicants that meet the minimum qualifications are not guaranteed advancement in the selection process.  

CERTIFICATION RULE: The certification rule used for the ranked eligible list resulting from this examination will be the Rule of Ten Scores.  

The hiring department may conduct additional selection processes to make final hiring decisions.

Eligible List/Score Report:
A confidential eligible list of applicant names that have passed the civil service examination process will be created and used for certification purposes only.  An examination score report will be established, so applicants can view the ranks, final scores, and number of eligible candidates. 

Applicant information, including names of applicants on the eligible lists, shall not be made public unless required by law. However, an eligible list shall be made available to public inspection, upon request, once the eligible list is exhausted or expired and referrals resolved.

The eligible list/score report resulting from this civil service examination process is subject to change after adoption (e.g. as a result of appeals), as directed by the Human Resources Director or the Civil Service Commission.  

The duration of the eligible list resulting from this examination process will be twenty-four (24) months, and may be extended with the approval of the Human Resources Director.

To find Departments which use this classification, please see https://sfdhr.org/sites/default/files/documents/ASO-Level-Chart.pdf?documentID=21246.

Conviction History

As a selected candidate for a job, you will be fingerprinted, and your fingerprints will be sent to the California Department of Justice (DOJ) and the Federal Bureau of Investigation (FBI). The resulting report of your conviction history (if any) will be used to determine whether the nature of your conviction (or arrest, in limited circumstances) conflicts with the specific duties and responsibilities of the job for which you are a selected candidate. If a conflict exists, you will be asked to present any evidence of rehabilitation that may mitigate the conflict, except when federal or state regulations bar employment in specific circumstances, such as:

  • Candidates for positions with the Unified School District and the Community College District may be disqualified from consideration should their conviction history not meet the standards established under the California Education Code.
  • Candidates for positions with the Recreation and Park Department may be disqualified from consideration should their conviction history not meet the standards established under California Public Resources Code 5164.

Having a conviction history does not automatically preclude you from a job with the City.

If you are a selected candidate, the hiring department will contact you to schedule a fingerprinting appointment.

Disaster Service Workers

All City and County of San Francisco employees are designated Disaster Service Workers through state and local law (California Government Code Section 3100-3109).

Employment with the City requires the affirmation of a loyalty oath to this effect. Employees are required to complete all Disaster Service Worker-related training as assigned, and to return to work as ordered in the event of an emergency.


Terms of Announcement and Appeal Rights

Applicants must be guided solely by the provisions of this announcement, including requirements, time periods and other particulars, except when superseded by federal, state or local laws, rules or regulations. 

[Note: The correction of clerical errors in an announcement may be posted on the Department of Human Resources website at www.jobaps.com/sf.]

The terms of this announcement may be appealed under Civil Service Rule 110.4.  Such appeals must be submitted in writing to the Department of Human Resources, 1 S Van Ness Avenue, 4th Floor, San Francisco, CA 94103-5413 by close of business on the 5th business day following the issuance date of this examination announcement.  

Information concerning other Civil Service Commission Rules involving announcements, applications and examination policies, including applicant appeal rights, can be found on the Civil Service Commission website at http://sfgov.org/civilservice/rules.

General Information concerning City and County of San Francisco Employment Policies and Procedures:
Important Employment Information for the City and County of San Francisco can be obtained at http://sfdhr.org/information-about-hiring-process or hard copy at 1 South Van Ness Avenue, 4th Floor.

Copies of Application Documents:
Applicants should keep copies of all documents submitted, as these will not be returned.

Right to Work:
All persons entering the City and County of San Francisco workforce are required to provide verification of authorization to work in the United States.

Applicants with disabilities who meet the minimum eligibility requirements for this job announcement can find information on requesting a reasonable ADA Accommodation at: 

Information regarding requests for Veterans Preference can be found at: 

Seniority Credit in Promotional Exams: 

Information regarding seniority credit can be found at:

Exam Type: CPE
Issued:  10/02/2019
Amended: 10/09/2019

Micki  Callahan
Human Resources Director
Department of Human Resources
Recruitment ID Number: CBT-4308-099749



All employees hired on or after January 10, 2009 will be required (pursuant to San Francisco Charter Section A8.432) to contribute 2% of pre-tax compensation to fund retiree healthcare. In addition, most employees are required to make a member contribution towards retirement, ranging from 7.5%-13.25% of compensation. For more information on these provisions, please contact the personnel office of the hiring agency.

For more information about benefits, please click here.

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