Lead Contact Representative (Lead Collection Representative)

Internal Revenue Service • Fresno, CA

13d • Onsite

About The Position

The Lead Contact Representative (Lead Collection Representative) position is in the IRS Small Business/Self-Employed division, Campus Collection, Fresno. This announcement is open to current permanent IRS competitive service employees in SB/SE business units only. The position leads day-to-day work by distributing and balancing workload, monitoring progress, making adjustments to priorities, and reporting on expected completion times and work accomplishments. It also involves instructing employees on tasks and techniques, providing reference materials, answering questions about procedures and policies, and obtaining supervisory guidance on issues as needed. The position requires specialized experience handling individual and/or business accounts, advising taxpayers about rights and appeals procedures, coordinating workflow, resolving account and customer-service issues, assessing employee capabilities for work assignments, supporting office operations and administrative policies, and managing case inventories. The position is located in Fresno, California, which will be the official post of duty if selected. Alternative work schedules and staggered work hours may be available.

Requirements

• One year of specialized experience at a level of difficulty and responsibility equivalent to GS-08 is required for the GS-09 position.
• Specialized experience must include applying methods, precedents, and guidelines related to individual and/or business accounts and workload specialization to advise taxpayers about rights and appeals procedures.
• Specialized experience must include researching and working accounts and dealing with individuals, including third-party representatives, in sensitive situations, including evasive or irate individuals or those unwilling to accept the Service's or employer's position on an account determination.
• Specialized experience must include servicing internal and external customers by identifying organizational functions, terminology, quality assurance techniques, and reporting requirements to coordinate workflow and resolve problems.
• Specialized experience must include assessing employee performance capabilities for work assignments and experience with office operations, processing procedures, and administrative policies to support the supervisor or act as supervisor.
• Specialized experience must include using inventory management procedures to control casework and conduct research.
• Meet the time-after-competitive-appointment requirement: at least 90 days of federal civilian service since the latest non-temporary appointment from a competitive referral certificate, by the announcement closing or applicable cutoff date.
• Meet applicable time-in-grade requirements; for positions above GS-05, one year (52 weeks) at the next lower grade is required.
• Use a Government-issued charge card for business-related travel.
• Complete any applicable probationary period.
• Clearly document employment dates and hours worked per week on the resume for work experience to receive full credit.

Responsibilities

• Distribute and balance workload among employees according to established workflow or job specialization, ensuring timely completion and adequate work assignments.
• Monitor work status and progress, make day-to-day adjustments according to priorities, and seek supervisory assistance with issues such as backlogs that cannot be resolved promptly.
• Estimate and report expected completion times, maintain records of work accomplishments and time expended, and prepare production reports as requested.
• Instruct employees in specific tasks and job techniques, and provide written instructions, reference materials, and supplies.
• Maintain current knowledge and answer employee questions about procedures, policies, and directives; obtain needed information or decisions from the supervisor when problems arise.
• Apply methods, precedents, and guidelines related to individual and/or business accounts and workload specialization to advise taxpayers about rights and appeals procedures.
• Research and work accounts and deal with individuals, including third-party representatives, in sensitive situations.
• Coordinate workflow and resolve related problems by servicing internal and external customers and applying knowledge of organizational functions, terminology, quality assurance techniques, and reporting requirements.
• Assess employee performance capabilities to assign work appropriately and use knowledge of office operations, processing procedures, and administrative policies to support or act for the supervisor.
• Use inventory management procedures to control casework and conduct research.

Benefits

• Comprehensive federal employee benefits package, with benefits available to employees and their families; specific eligibility depends on position type.
• Alternative work schedule and staggered work hours may be available.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed