Tax Information Specialist 1 – Initial Contact Team

Description

Duties

The ICT members are often the first contact for delinquent taxpayers and with the help of a predictive dialer, are charged with reaching out to encourage voluntary payment and tax law compliance. When we're not able to elicit voluntary compliance, our ICT members must maintain the highest levels of professionalism in explaining possible consequences of continued noncompliance.
 
We rely on our ICT Team to be self-motivated, naturally curious, reliable negotiation experts who care for our taxpayers as well as the DOR mission and vision. As critical and essential parts of these positions, the Tax Information Specialist must be adaptable, persistent and able to apply outstanding communication skills to overcome objections and suggest payment options in sometimes tense conversations. Also, key to success in these positions is the ability to type accurate notes into the Department's tax information system while on the phone to aid in account resolution.
 
Many of our high-performing staff have found these positions to be a great entry-point to promotions within the agency.
 
In a short time on the job, you'll learn:

• DOR's computer system and applications.
• DOR's website and how to locate and direct taxpayers to the information they need.
• An introduction to tax rules and laws used to complete various tax forms.
• Computer-based skip tracing tools to locate taxpayers.
   

• Position requires the ability to work 8:00 a.m. to 5:00 p.m., Monday through Friday. 
• Work professionally in a fast-paced, very focused environment.
• Spend a minimum of 6.75 hours of the day on the predictive dialer telephone system.
• Quickly and adeptly navigate between computer screens and applications to find and communicate answers to taxpayer questions.

Qualifications

The required qualifications are key competencies that have been successfully demonstrated through experience or education in the following areas. The ideal candidate will possess a combination of knowledge, skills, and abilities below:

Written communication 

• Consistently follows standardized rules of language regarding spelling, punctuation, grammar, word usage, sentence structure, and composition. 
• Composes clear, direct, and succinct written messages that effectively convey ideas or information to the intended reader. 
• Recognizes when language requires adjustment to achieve understanding by differing readers and easily rewords messages accordingly.

Verbal Communication 

• Interacts with and reads the audience, recognizes problems, and adjusts the language, tone, pace, volume, etc. as necessary to ensure audience understanding. 
• Explains or presents information in a clear, concise, logical manner that achieves understanding of the intended message.
• Asks questions to confirm understanding of customer when assisting them in person or over the phone.

Research, Analysis, and Problem Solving 

• Thinks through all facets of an issue and demonstrates an attention to detail. 
• Analyzes complex business activities by interpreting and applying rules, laws and other applicable research material. Develops insights and applies innovative solutions beyond those traditionally considered. 
• Recognizes, defines and solves problems by analyzing relevant information and encouraging alternative solutions.

Interpersonal Skills 

• Calmly listens, assesses, and clarifies problems and responds effectively with options to customers who may be angry, confused, upset or uncooperative. 
• Works cooperatively with other team members and contributes to group solutions through constructive feedback, ideas, and suggestions. Facilitates the open exchange of ideas and information among team members.
• Maintains confidentiality and demonstrates ethical behavior.

Planning and Organization 

• Organizes and prioritizes work, devoting adequate time and attention to individual tasks. 
• Remains focused on tasks, working efficiently and handling interruptions appropriately. Shows ability to respond to changing demands.

Technology and Applications 

• Inputs and updates data. Creates documents utilizing word processing, database, spreadsheet, electronic communications or other specialized software applications.

Fiscal Accountability 

• Consistently adheres to all internal control procedures designed to prevent and detect theft or misuse of funds. 
• Employs precision and attention to detail when entering or calculating fiscal data, recognizing when results of calculations look wrong and understand how to correct errors. 

A Bachelor’s degree in business or public administration, accounting, public finance or closely allied field

AND

One year of professional experience in tax administration, tax auditing or tax collection.

OR

Three years as a Tax Service Representative. 

Additional qualifying experience may substitute, year for year, for education.

• Please complete your online profile in detail because it will serve as your initial resume. 
• Please attach a letter of interest, describing your specific qualifications for this position.
• Provide three professional references.

*Note - Incomplete applications and applications received without requested attachments may be disqualified.*

To take advantage of Veteran's preference, please attach your DD-214, member 4 long form, or your NGB-22. Please blackout your social security number and date of birth before attaching.


 
Questions?

Supplemental Information