Tax Collector 2, Customer Care

DEPARTMENT OF REVENUE Funding Arizona’s future through excellence in innovation, exceptional customer service and public servant-led continuous improvement. TAX COLLECTOR 2 CUSTOMER CARE Job Location: Division of Education and Compliance 1600 W Monroe Street, Phoenix, AZ 85007 Posting Details: Salary: $19.71 Hourly Grade: 17 Closing Date: Job Summary: Would you like to be part of an amazing team that helps Arizonans thrive? At the Department of Revenue (ADOR) our mission is to Serve Taxpayers! ADOR is looking for individuals who are committed to service, community, and teamwork. To learn more about ADOR please visit azdor.gov. Come Join the ADOR Team! 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 following a 6-9 week onsite training. This position may be available for remote work within Arizona with an initial 6-9 week training full time onsite. The State of Arizona strives for a work culture that affords employees flexibility, autonomy, and trust. Across our many agencies, boards, and commissions, many State employees participate in the State’s Remote Work Program and are able to work remotely in their homes, in offices, and in hoteling spaces. All work, including remote work, should be performed within Arizona unless an exception is properly authorized in advance. Job Duties: Essential Duties and Responsibilities include but are not limited to: Service Delivery Engages in inbound and outbound communication with taxpayers via phone call, email, or other means to resolve delinquent tax liabilities, as assigned Assist and answer questions/inquiries from taxpayers Refer and/or escalate taxpayer grievances to designated departments or unit leads/supervisors Keep record of interactions/transactions and record details of the inquiry and the actions taken Contact customers to respond to inquiries and/or to notify them of results or actions taken by the agency 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 through the following: - Attends staff meetings and huddles of work unit or district; and may cascade and track information as indicated Completes all required training in a timely manner. Participates in assigned work teams as appropriate. May complete periodic metrics, projects, huddle boards and reports as requested. Prepares for and actively participates in 1:1 coaching with supervisor 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. Knowledge, Skills & Abilities (KSAs): Knowledge 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 contracts. Ability 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 Selective Preference(s): The ideal candidate for this position will have: 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 Experience with Continuous Improvement/LEAN Bilingual in English-Spanish with strong reading, writing and speaking skills Pre-Employment Requirements: The final candidate will be required to abide by the the following pre-employment checks: -Employment Verification and Reference Checks -State and Federal Criminal Background Check, including fingerprinting -Arizona Tax Filing Records Check -If applicable, ASEDRA Authorized Driver Identification Check If this position requires driving or the use of a vehicle as an essential function of the job to conduct State business, then the following requirements apply: Driver’s License Requirements. All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify). Benefits: The Arizona Department of Revenue offers a comprehensive benefits package to include: Affordable medical, dental, life, and short-term disability insurance plans Participation in the Arizona State Retirement System (ASRS) and long-term disability plans 10 paid holidays per year Vacation time accrued at 4.00 hours bi-weekly for the first 3 years Sick time accrued at 3.70 hours bi-weekly Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child (pilot program). Deferred compensation plan Wellness plans Tuition Reimbursement Stipend Opportunities Infant at Work Program Rideshare and Public Transit Subsidy Career Advancement & Employee Development Opportunities Flexible schedules to create a work/life balance By providing the option of a full-time or part-time remote work schedule, employees enjoy improved work/life balance, report higher job satisfaction, and are more productive. Remote work is a management option and not an employee entitlement or right. An agency may terminate a remote work agreement at its discretion.(OPTIONAL AND BASED UPON POSITION) Learn more about the Paid Parental Leave pilot program here. For a complete list of benefits provided by The State of Arizona, please visit our benefits page. By providing the option of a full-time or part-time remote work schedule, employees enjoy improved work/life balance, report higher job satisfaction, and are more productive. Remote work is a management option and not an employee entitlement or right. An agency may terminate a remote work agreement at its discretion. Learn more about the Paid Parental Leave program here . For a complete list of benefits provided by The State of Arizona, please visit our benefits page Retirement : State employees are required to participate in the Arizona State Retirement System (ASRS), the State sponsored retirement contribution plan and the Long-Term Disability (LTD) program after a 27-week waiting period. The ASRS defined benefit plan provides for life-long income upon retirement. You will also have the option to participate in a voluntary deferred compensation program to take advantage of tax-deferred retirement investments. On, or shortly after, your first day of work you will be provided with additional information about the available insurance plans, enrollment instructions, submission deadlines and effective dates. Contact Us: If you have any questions, need assistance, or would like to request a reasonable accommodation, please contact [email protected] *The State of Arizona is an Equal Opportunity/Reasonable Accommodation Employer.