Verified Job
Customer Support / TeleCaller
Tax Collector 2, Customer Care (Phoenix)
Customer Support / TeleCaller
#682646
Remote / WFH
Job Description
Full job description
****For immediate consideration, apply online at https://www.azstatejobs.gov/jobs/tax-collector-2-customer-care-remote-options-arizona-united-states-phoenix-3402d552-fb6e-47be-86dc-7da36f6a7073
Job Overview
The Tax Collector 2, Customer Care is responsible for the collection of delinquent tax liabilities of assigned cases on behalf of the Department of Revenue. Via ticketing system assignments, tax cases could include Individual Income, Corporate Income, Withholding, and Transaction Privilege Tax (TPT) cases. This role contacts and completes the collection of tax liabilities and delinquencies via phone calls, emails, or other means of contact to negotiate payment plans and/or enforce collection activities. All work is to be completed while educating taxpayers and promoting voluntary taxpayer compliance. This role is eligible for remote work with occasional presence in the Phoenix office.
Duties
Service Delivery
Engages in inbound and outbound communication with taxpayers via phone call, email, or other means to resolve delinquent tax liabilities, as assigned:
a. Assist and answer questions/inquiries from taxpayers
b. Refer and/or escalate taxpayer grievances to designated departments or unit leads/supervisors
c. Keep record of interactions/transactions and record details of the inquiry and the actions taken
d. Contact customers to respond to inquiries and/or to notify them of results or actions taken by the agency
e. Obtain and examine all relevant information to assess the validity of inquiries
Educates taxpayers and promotes voluntary compliance by reviewing financial statements, providing supporting documentation, and offering assistance on how to obtain and maintain tax compliance
Conducts case research, locates returns, and audits records, as assigned
Negotiates payment arrangements for delinquent tax liabilities
Agency/Department Compliance & Continuous Improvement
Remains current on all laws, regulations, policies, and best practices related to taxation through regular engagement in activities such as: self-directed research, conferring with other practitioners and technical experts; subscriptions to regulatory/legal/industry newsletters and briefs; membership industry associations and attendance at meetings/events; and or participation in training and others continuing education opportunities.
Actively contributes to team and individual effectiveness
Maximizes work processes and deliverables through lean principles within the Arizona Management System (AMS); and provides recommendations for process improvement, and engages in continuous improvement efforts as assigned.
Requirements
Education & Experience
Any combination that meets the knowledge, skills and abilities (KSA); typical ways KSAs are obtained may include but are not limited to: a High School Diploma (HSD) or General Education Degree (GED), coursework, training, and work experience relevant to the assignment.
Previous experience ensuring customer satisfaction
Knowledge/Understanding
Basic knowledge and understanding of Federal and State tax statutes, administrative rules, and regulations
Basic knowledge and understanding of tax collection enforcement rules and regulations
Knowledge of investigative and research techniques
Knowledge of tax filing requirements and supporting documentation necessary to process tax returns
Skills
Strong communications skills, to include verbal, written, and active listening with the ability to convey tax-related information in layman's terms
Effective organization and time management skills with the ability to make measurable progress on multiple priorities
Strong interpersonal skills and demeanor
Strong negotiation and persuasion skills
Proficient in the use of a PC/laptop in a Windows environment; in the use of the Internet; and in the use of Google Suite applications such as Gmail, Sheets, Docs, and Drive
Proficient in the use of tax reporting systems
Abilities
Ability to clear a comprehensive background and clearance process that includes an Arizona tax compliance verification, and a criminal background check through the FBI via level one fingerprint clearance through the Arizona Department of Public Safety
Ability to read, interpret, disseminate, and apply complex and comprehensive tax related information, laws, policies, legislative proposals, and contractsAbility to work in a confidential manner, ensuring information is shared with internal and external individuals in an appropriate manner
Ability to think creatively, critically, and strategically when analyzing and proposing compliance solutions
Ability to work in a confidential manner, ensuring information is shared with internal and external individuals in an appropriate manner
Ability to understand and solve problems by applying intermediate analytical skills to include collecting all the relevant information and data needed to address the problem; organizing, classifying and synthesizing the data into fundamental issues; from the information, identifying the most probable causes of the problem; reducing the information down into manageable components; identifying the logical outcomes from the analyses of the data collected; and, identifying the options and solutions for addressing the problems analyzed
Willingness and ability to embody ADOR’s core values of Do the Right Thing, Commit to Excellence, and Care About One Another
Additional Job Demands
In the course of performing the essential duties one must be able to exert up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects.
No substantial exposure to adverse environmental conditions (such as in typical office or administrative work).
If completing work remotely, must perform job duties in a dedicated, secured space with internet access
Selective Preferences
Experience with Continuous Improvement/LEAN
Bilingual in English-Spanish with strong reading, writing and speaking skills
Job Type: Full-time
Pay: $41,000.00 per year
Benefits:
Bereavement leave
Commuter assistance
Dental insurance
Disability insurance
Employee assistance program
Employee discount
Flexible spending account
Health insurance
Health savings account
Life insurance
Opportunities for advancement
Paid sick time
Paid time off
Paid training
Parental leave
Prescription drug insurance
Professional development assistance
Retirement plan
Tuition reimbursement
Vision insurance
Wellness program
Work from home
Work Location: Hybrid remote in Phoenix, AZ 85007
****For immediate consideration, apply online at https://www.azstatejobs.gov/jobs/tax-collector-2-customer-care-remote-options-arizona-united-states-phoenix-3402d552-fb6e-47be-86dc-7da36f6a7073
Job Overview
The Tax Collector 2, Customer Care is responsible for the collection of delinquent tax liabilities of assigned cases on behalf of the Department of Revenue. Via ticketing system assignments, tax cases could include Individual Income, Corporate Income, Withholding, and Transaction Privilege Tax (TPT) cases. This role contacts and completes the collection of tax liabilities and delinquencies via phone calls, emails, or other means of contact to negotiate payment plans and/or enforce collection activities. All work is to be completed while educating taxpayers and promoting voluntary taxpayer compliance. This role is eligible for remote work with occasional presence in the Phoenix office.
Duties
Service Delivery
Engages in inbound and outbound communication with taxpayers via phone call, email, or other means to resolve delinquent tax liabilities, as assigned:
a. Assist and answer questions/inquiries from taxpayers
b. Refer and/or escalate taxpayer grievances to designated departments or unit leads/supervisors
c. Keep record of interactions/transactions and record details of the inquiry and the actions taken
d. Contact customers to respond to inquiries and/or to notify them of results or actions taken by the agency
e. Obtain and examine all relevant information to assess the validity of inquiries
Educates taxpayers and promotes voluntary compliance by reviewing financial statements, providing supporting documentation, and offering assistance on how to obtain and maintain tax compliance
Conducts case research, locates returns, and audits records, as assigned
Negotiates payment arrangements for delinquent tax liabilities
Agency/Department Compliance & Continuous Improvement
Remains current on all laws, regulations, policies, and best practices related to taxation through regular engagement in activities such as: self-directed research, conferring with other practitioners and technical experts; subscriptions to regulatory/legal/industry newsletters and briefs; membership industry associations and attendance at meetings/events; and or participation in training and others continuing education opportunities.
Actively contributes to team and individual effectiveness
Maximizes work processes and deliverables through lean principles within the Arizona Management System (AMS); and provides recommendations for process improvement, and engages in continuous improvement efforts as assigned.
Requirements
Education & Experience
Any combination that meets the knowledge, skills and abilities (KSA); typical ways KSAs are obtained may include but are not limited to: a High School Diploma (HSD) or General Education Degree (GED), coursework, training, and work experience relevant to the assignment.
Previous experience ensuring customer satisfaction
Knowledge/Understanding
Basic knowledge and understanding of Federal and State tax statutes, administrative rules, and regulations
Basic knowledge and understanding of tax collection enforcement rules and regulations
Knowledge of investigative and research techniques
Knowledge of tax filing requirements and supporting documentation necessary to process tax returns
Skills
Strong communications skills, to include verbal, written, and active listening with the ability to convey tax-related information in layman's terms
Effective organization and time management skills with the ability to make measurable progress on multiple priorities
Strong interpersonal skills and demeanor
Strong negotiation and persuasion skills
Proficient in the use of a PC/laptop in a Windows environment; in the use of the Internet; and in the use of Google Suite applications such as Gmail, Sheets, Docs, and Drive
Proficient in the use of tax reporting systems
Abilities
Ability to clear a comprehensive background and clearance process that includes an Arizona tax compliance verification, and a criminal background check through the FBI via level one fingerprint clearance through the Arizona Department of Public Safety
Ability to read, interpret, disseminate, and apply complex and comprehensive tax related information, laws, policies, legislative proposals, and contractsAbility to work in a confidential manner, ensuring information is shared with internal and external individuals in an appropriate manner
Ability to think creatively, critically, and strategically when analyzing and proposing compliance solutions
Ability to work in a confidential manner, ensuring information is shared with internal and external individuals in an appropriate manner
Ability to understand and solve problems by applying intermediate analytical skills to include collecting all the relevant information and data needed to address the problem; organizing, classifying and synthesizing the data into fundamental issues; from the information, identifying the most probable causes of the problem; reducing the information down into manageable components; identifying the logical outcomes from the analyses of the data collected; and, identifying the options and solutions for addressing the problems analyzed
Willingness and ability to embody ADOR’s core values of Do the Right Thing, Commit to Excellence, and Care About One Another
Additional Job Demands
In the course of performing the essential duties one must be able to exert up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects.
No substantial exposure to adverse environmental conditions (such as in typical office or administrative work).
If completing work remotely, must perform job duties in a dedicated, secured space with internet access
Selective Preferences
Experience with Continuous Improvement/LEAN
Bilingual in English-Spanish with strong reading, writing and speaking skills
Job Type: Full-time
Pay: $41,000.00 per year
Benefits:
Bereavement leave
Commuter assistance
Dental insurance
Disability insurance
Employee assistance program
Employee discount
Flexible spending account
Health insurance
Health savings account
Life insurance
Opportunities for advancement
Paid sick time
Paid time off
Paid training
Parental leave
Prescription drug insurance
Professional development assistance
Retirement plan
Tuition reimbursement
Vision insurance
Wellness program
Work from home
Work Location: Hybrid remote in Phoenix, AZ 85007
