Service Support, Products & Payments Job Listing at City of Edmonton in Edmonton, AB (Job ID 52839)

Description

The Service Centre provides a wide range of services to residents, businesses, industry representatives, and partners with other areas of the City to deliver quality services to customers through a number of channels. A professional team offering front-line service ensures permits, licenses, passes, payments, and inquiries move efficiently through each stage of the City's processes.

Reporting to the Supervisor, the Payment Agent position engages with thousands of citizens each year, providing a diversity of services through product sales and payment transactions, for Permits & Licensing, Transportation Operations, ETS, Community and Recreation, Bylaw, Taxation, and Accounts Receivable, through multiple channels.

This position requires the ability to create safe, helpful, accountable, integrated, and excellent experiences for both internal and external customers. Attention to detail, problem-solving, ability to de-escalate, cash handling experience, compliance with standards, policies, and procedures, strong organizational skills, and ability to balance multiple priorities, are all required to be successful in this role.

What will you do?

• Process payments for City products & services using the iNovah, Vix POS, Rams, Hosted PCI, and other tools that support the various channels, such as, POSSE, ESII, Finesse, APEX and CRM
• Accurately identify the service or product, match billing and payment information in system to ensure accuracy of a transaction
• Comply with the City of Edmonton money handling procedures, exceptions and PCI standards
• Continually stay abreast of business partner program and service changes as well as maintaining knowledge about the various products and services to be able to accurately educate citizens on program requirements offered by ETS (Arc), Bylaw, Permits & Licensing, Community &  Recreation Facilities, and Taxation
• Educate citizens by articulating City and cash handling policies
• Review and determine eligibility of Ride/LAP applications
• Obtain correct information to accurately process refunds and voids to mitigate any risk of potential losses
• Maintaining tracking records such as using accurate reason codes in the queueing system
• Prepare and issue Busker Permits by confirming availability of locations in Posse
• Daily balance of float and revenue totals, including mini balances, to ensure transaction accuracy and pinpoint potential errors
• Identify and resolve reconciliation errors by following established money handling procedures, implementing best practices, and completing overage/shortage reports as needed
• Reconcile receipts and cash drawer balances against end-of-day sales reports using allocation reports to ensure accurate revenue tracking
• Perform other duties as assigned