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Reporting to the Manager, Revenue Services, the Client Relations Analyst is responsible for the section response to property owner escalations, the quality control of communications including electronic communications, print, website, and social media. They will prepare financial analysis reporting of assessment changes, modeling of impact on budget, policy and legislative changes.
Key Duties and Responsibilities Research, respond to and resolve client escalations received from Access Richmond Hill, Office of the Mayor and Council, Senior Management and Revenue Services staff;
Analyze direct inquiry and client escalation trends for the purpose of identifying division process and messaging improvement opportunities;
Responsible for property tax, assessment and water consumption content, on Richmondhill.ca and social media sites;
Quality control of Revenue Services written communication, including bill messaging, form and custom letters, format of staff reports and format of notes on client accounts
Direct response to a variety of inquiries received via section external email account
Perform Revenue Services role of case manager in the Access Richmond Hill Case Management function, including responsibility for queue direct response and resolution, or assigning and collaborating with section supervisors
Identify and develop key messages to assist Access Richmond Hill in handling in scope, high volume property tax, assessment and water billing inquiries
Contribute to the knowledge base requirements for Access Richmond Hill,



including working with section leads to convert technical tax, assessment and water processes to appropriate external communication content
Financial modeling of scenarios including anticipated budgetary, policy, or legislative changes for property tax, assessment, and water revenue
Financial modeling of revenue or expense increase from assessment changes
Contribute to the annual section budget, forecast and financial variance analysis, including the relevant tax and water sections of the corporate budget
Education and Experience University degree in Business or Public Administration
Certificate in communications, diploma in accounting, enrollment in a professional accounting designation program or Municipal Tax Administration Program (MTAP) certificate is an asset
4 years experience in a similar role
Required Skills/Knowledge Proficiency in Microsoft Office, CIS Infinity, FIMS, TXM Manager, Municipal Connect, Ontario Property Tax Analysis (OPTA);
Knowledge of property tax sections of the Municipal Act, Water and Wastewater By-law, and Tariff of Fees by-law;
Knowledge of property assessment and taxation, as well as water meter operations, readings and billings;




Knowledge of Accessibility for Ontarians with Disabilities Act legislation and practices;
Knowledge of all aspects of calculating a property tax and water bill;
Experience in a municipal, assessment or utility environment;
Experience in a customer service environment, with a focus on written communication;
Experience with Excel, modeling and variances in the financial section of a public or private section service setting.
Demonstrates good judgment and makes sound decisions
Shows commitment to personal growth, development, and leadership opportunities
Shares new ideas and challenges the status quo
Proven written and verbal communication skills with the ability to communicate with honesty, openness, respect, and trust
Takes initiative to participate in a culture of learning, mentoring, and sharing
Contributes to building and being a part of a positive culture
Demonstrate the City’s corporate values of care, collaboration, courage and service
Demonstrates personal leadership
Builds people and culture
Cultivates open communication
Shapes the future
Navigates and leads through complexity and change
We thank all candidates for their interest, however, only those under consideration will be contacted.
TheCity of Richmond Hill is committed to inclusive, barrier-free recruitment and selection processes. If contacted to participate in the recruitment and selection process, please advise Human Resources if you require an accommodation.

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📌 Client Relations Analyst (Ontario)
🏢 City of Richmond Hill
📍 Ontario