4310 Delinquent Revenue Collections Supervisor

(Commercial Div Asst Sprv)

Recruitment #PBT-4310-087690


The announcement deadline has been extended to close on 7/18/18 at 5:00 PM.

Office of the Treasurer and Tax Collector

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.

Departmental Overview 
José Cisneros is the elected Treasurer for the City and County of San Francisco. As Treasurer, he serves as the City’s banker and Chief Investment Officer, managing all tax and revenue collection for San Francisco. Appointed in 2004, and first elected in 2005, Cisneros has used his experience in the tech and banking industries to enhance and modernize taxpayer systems and successfully manage the City’s portfolio through a major recession.

Our mission is to:

  • Facilitate voluntary compliance with the tax laws of the City and County of San Francisco by simplifying all processes and procedures and by providing efficient customer service.
  • Collect all taxes and fees due and owing to the City.
  • Conserve all City funds, prudently investing the monies to achieve low risk, high liquidity and market yield.
  • Promote social responsibility with paperless eco-friendly solutions for the shared environment, and advocate financial empowerment and justice for our community.  

Position Description
The 4310 Commercial Division Assistant Supervisor (Bureau of Delinquent Revenue Collections Supervisor) supervises a team comprised of five to seven 4306 Collections Officers and 4308 Senior Collections Officers. The Collections Supervisor plans, assigns, directs, trains, monitors, coaches and evaluates performance of staff engaged in the collections of delinquent accounts. The Collections Supervisor is responsible for ensuring assigned portfolio goals are met, which includes business taxes and fees, hospital, ambulatory services and various other personal debts. Key responsibilities include:

  1. SUPERVISION: Plans, assigns, directs, trains, monitors, coaches and evaluates performance of staff engaged in the collections of delinquent accounts in order to meet assigned goals; participates in staff selection; reviews workflow, completeness, timeliness and conformance with rules, procedures, and best practices.
  2. SETTING GOALS/METRICS: Reviews, revises, updates, and implements operating procedures in order to develop new and improved collections strategies and the implementation of realistic goals; meets and collaborates with colleagues and managers; participates in continuous review of customer accounts, screens past-due bills and directs the preparation and mailing of delinquent notices and collection letters.
  3. POLICIES/PRACTICES: Enforces compliance with, interprets, explains and implements collection policies, rules, procedures, regulations and local ordinances to subordinates, departmental personnel, taxpayers, and the general public, particularly HIPPA, FDCPA, TCPA, and other confidentiality and collections laws, best practices.
  4. PRODUCTION ANALYSIS: Uses computerized billing, tracking and collections systems to prepare and analyze statistical reports to evaluate collections performance and to plan work assignments; departmental reports to internal and external partners; writes memos, letters, and narrative reports.
  5. ESCALATED/MOST COMPLEX ISSUES: Oversees, researches and resolves problems relating to billing, collections, and customer service issues; handles and resolves the most complicated collection and billing accounts and negotiates payments plans with authority to waive or compromise debts up to $25K following the appropriate debt origination guidelines.
  6. PROJECT MANAGEMENT: Project manages, leads or sub-leads departmental projects; involving collaboration; maintenance of business partner, stakeholder, and client relationships.
  7. SYSTEMS SME:  Serves a subject matter expert in identifying and developing computerized collections system, technology used, including requirements, development, enhancements, and documents procedures and troubleshoots techniques to improve computerized work processes; serves as lead to improve CSS system or other collections-related practices and business processes for optimization, efficiency, continuous improvement and solutions gathering for directing workflow, people, tasks required for day to day operations.
  8. Represents the department in proceedings with CON, the hospital, and other legal matters, including the City in administrative or judicial hearings in order to collect on delinquent accounts and to enforce payments.


Minimum Qualifications

1. Education: Possession of a bachelor’s degree from an accredited college or university with major coursework in Business Administration, Accounting, Finance, Information Systems, Mathematics, or related field; AND
2. Experience: Three (3) years senior-level work experience in complex billing and collection processing functions.
Substitution: Additional qualifying experience may substitute for the required degree on a year-for-year basis.

Experience: Three (3) years senior-level clerical experience in customer service or billing and collection in a large utility, public works, government agency, bank, department store, insurance company, credit card company or collections agency. At least one (1) year of this experience must have been in a supervisory capacity. Experience must include the use of data processing methods which analyze customer accounts for either the billing and collection activities or in providing, establishing and maintaining customer services.
Substitution: One (1) year of college or university coursework majoring in business or accounting (i.e. a minimum of 30 semester or equivalent units with at least 12 units in major subject area) may be substituted for one year of senior-level, non-supervisory clerical experience.

Special Conditions:
The above minimum qualifications reflect Special Conditions associated with the position to be filled. They may differ from the standard minimum qualifications associated with this class code. Applicants MUST possess the experience and education as listed above in the minimum qualifications.

Desirable Qualifications:
• Expertise analyzing and resolving escalated and complex issues related to billing and collections of delinquent accounts
• Experience collaborating and working in a team environment
• Team development, lead and supervision experience.
• Strong project management experience
• Experience effectively communicating technical information to non-technical stakeholders.

The stated desirable qualifications may be used to identify job finalists at the end of the selection process when candidates are referred for hiring.

How To Apply

Applications for City and County of San Francisco jobs are being 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. A video on “how to apply” can be found here: http://sfdhr.org/node/1178

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).

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 Joni Kuroyama at (415) 554-4475, or via email at joni.kuroyama@sfgov.org.

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 http://sfdhr.org/index.aspx?page=456

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.

Selection Procedures

The examination process shall consist of the following listed below:

Basic Supervisory Exam (Weight: 50%)
Candidates who meet the Minimum Qualifications will be administered a written multiple-choice examination that is designed to measure basic knowledge of various supervisory practices and procedures (e.g. directing, counseling, guiding, evaluating, motivating, disciplining, developing and training subordinates, delegation, etc.) as well as customer service and reading comprehension.

This is a standardized examination and, therefore, test questions and test answers are not available for public inspection or review.

The examination is administered via computer or in paper format. Qualified candidates will be notified of the particular format to be used in their test appointment notification.

The score you achieve on this examination shall be valid and 'banked' for three years, starting from the date of the examination. This means that, during this three-year time period, you will not be required to take this test again should you apply and be found eligible for a future announcement for which this particular test is used. Please note this test is used for other supervisory classes therefore your test score may be applied to one or more of these classes if you choose to apply to future recruitments. If the test for this future announcement is held within one year of the date of this examination, your score will be automatically applied to that announcement. However, after one year, you have the option to either (a) apply your test score to the other announcement or (b) re-take the test. Re-testing is permitted no sooner than one year from the date of the examination and only in association with your eligibility for another announcement for which this test is used. Please note that, should you re-test, your re-test score would become your official score since it is the most recent.

Supplemental Questionnaire Evaluation (Weight 50%):
Candidates will be required to complete a supplemental questionnaire at the time of application. However, only those candidates who pass the Basic Supervisory Exam will receive a score for their Supplemental Questionnaire responses.

The Supplemental Questionnaire Evaluation is designed to measure knowledge, skills and/or abilities in job-related areas which may include but not be limited to:  ability to direct, instruct, train, coach, encourage, set measurable goals to staff engaged in billing and collection of delinquent accounts to maximize performance, and making evaluations on a timely basis in a delinquent collections environment; ability to research, evaluate information, and resolve escalated and complex issues related to billing and collections of delinquent accounts; ability to schedule and coordinate functions of staff based on organizational needs and the workload on a given day; independently oversee, direct, assign and plan daily operations to meet unit’s goals; improve overall work processes; manage projects; collaborate with colleagues and managers to strategize and discuss issues, opportunities for improvement, priorities and work assignments; projects; ability to speak and interact, establish rapport and persuasion in dealing with management, co-workers, taxpayers and the general public to explain; ability to write clearly and effectively for the purpose of documenting and maintaining appropriate, clear and accurate records, compose emails, memos, letters and narrative reports; tailored to audience (including debtors, legal staff).

Candidates must achieve a passing score on the above examination in order to be ranked on the eligible list.

Note: Applicants who meet the minimum qualifications are not guaranteed to advance through all
of the steps in the selection process.

The department may utilize additional position-specific selection procedures to make a final hiring

Certification Rule:
The certification rule used for the ranked eligible list resulting from this examination will be the Rule of The List. Additional selection processes may be conducted by the hiring department prior to making final hiring decisions.

Eligible List:
The eligible list resulting from this examination 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 of 6 months, and may be extended with the approval of the Human Resources Director.

Upon approval of the Human Resource Director (see Civil Service Rule 111A.26.5), the eligible list resulting from this announcement may be used by other departments that also use this classification or a similar classification. To find other Departments which use this classification, please see http://www.sfdhr.org/Modules/ShowDocument.aspx?documentID=21246. Search that document by title or job code to see which departments use the classification.

Conviction History

As a finalist 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 finalist. 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 selected as a finalist, 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.


Position Based Testing information can be found at: http://www.sfdhr.org/index.aspx?page=20#positionbasedtesting.

Applicants with disabilities who meet the minimum eligibility requirements for this job announcement can find information on requesting a reasonable ADA Accommodation at: http://www.sfdhr.org/index.aspx?page=20#applicantswithdisabilities

Seniority Credit in Promotional Exams can be found at:
Information regarding requests for Veterans Preference can be found at: http://www.sfdhr.org/index.aspx?page=20#veteranspreference

General Information concerning City and County of San Francisco Employment Policies and Procedures can be found at: http://www.sfdhr.org/index.aspx?page=20 or a hard copy may be obtained 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. Information regarding this can be found at: http://www.sfdhr.org/index.aspx?page=20#copies

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. More information can be found at: http://www.sfdhr.org/index.aspx?page=20#identification

Terms of the Announcement: http://www.sfdhr.org/index.aspx?page=20#announcementsdefinitions 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. Clerical errors may be corrected by the posting the correction on the Department of Human Resources website at www.jobaps.com/sf.

The terms of this announcement may be appealed under Civil Service Rule 111A.35.1. The standard for the review of such appeals is ‘abuse of discretion’ or ‘no rational basis’ for establishing the position description, the minimum qualifications and/or the certification rule. Appeals must include a written statement of the item(s) being contested and the specific reason(s) why the cited item(s) constitute(s) abuse of discretion by the Human Resources Director. Appeals must be submitted directly to the Executive Officer of the Civil Service Commission within five business days of the announcement issuance date.

Micki Callahan, Director
Department of Human Resources
Recruitment Number: PBT-4310-087690
Issued: June 29, 2018; 7/16/18 extended deadline to 7/18/18 
TTX/JK (415) 554-4475


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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