Collections Representative

Virginia Information Technologies Agency•Richmond, VA

5d•Hybrid

About The Position

Join the Virginia Department of Taxation as a Collections Representative in our Tax collections or court collections teams. This role involves helping individuals, businesses, and debtors resolve tax and court debts, explaining options, and supporting compliance. The position requires delivering excellent customer service in a fast-paced, team-focused environment, contributing to public service by supporting taxpayers, courts, and communities across Virginia.

Requirements

Strong customer service and communication skills
Problem-solving and critical thinking abilities
Attention to detail and accuracy
Goal oriented and ability to work with a team to meet common goals
Comfort working with systems, policies, and deadlines
Ability to manage a high-volume workload in a structured environment
Ability to meet call center goals and quality standards
A commitment to professionalism, teamwork, and public service
Microsoft Office experience to include basic troubleshooting of common computer software programs
Basic math and the ability to analyze financial information through researching accounts to determine the appropriate course of action for collecting in a fast-paced, high volume call center environment
Effectively communicates to include written communication with customers in a professional, courteous and tactful manner
Knowledge of call center etiquette and skilled in resolving problems in adversarial situations
Experience researching accounts utilizing an automated collection, accounting or case management system in a fast-paced call center environment

Nice To Haves

Basic knowledge of Virginia State tax laws, rules and regulations including knowledge of forms, filing requirements, legislative updates and legal collection techniques such as third party liens and memorandums of lien
Prefer progressive work experience in collections, customer service, and or sales in fast-paced call center environment

Responsibilities

Answer inbound calls on delinquent accounts in the tax or court collections units.
Research accounts using automated collection and case management systems.
Negotiate the best possible solution for the caller and agency based on agency procedures.
Explain balances owed, payment options, and applicable tax laws or court collection processes.
Help resolve accounts by setting up payment plans and processing account actions.
Respond to questions about collection actions, including wage and bank garnishments or levies.
Work in a production-driven call center environment focused on service, accuracy, and results.
Grow your skills over time by progressing from easier accounts to more complex accounts in the Collections unit.
Explore future opportunities for advancement, including specialized collections or field collections roles.