Revenue Agent 3

State of Iowa•Des Moines - 50319 - Polk County, IA

2d•Hybrid

About The Position

The Iowa Department of Revenue’s Alcohol & Tax Operations Division is currently seeking a Revenue Agent 3 to join the Collections Bureau. The Operations Division functions as the central hub for both alcohol and tax-related processes and procedures. This division is responsible for administering the transportation and distribution of wholesale alcoholic liquor to more than 2,000 privately-owned retailers across Iowa, ensuring they are delivered on time and in good condition. Additionally, this division manages tax documents, payments and mail, as well as offering invaluable assistance to taxpayers for filing requirements and procedures.

Requirements

Four years of full-time work experience in bill or account collections.
One year of full-time work experience in administering tax laws or in bill or account collections; and a combination of a total of three years of education and full-time experience (as described in number one), where thirty semester hours of accredited college or university course work in any field equals one year of full-time experience.
Current, continuous experience in the state executive branch that includes one year of full-time work as a Revenue Agent 2.
Current, continuous experience in the state executive branch that includes six months of fulltime work as a Revenue Examiner 2.
Ability to pass a background investigation.
Travel may be required for positions in this class.
Employees must arrange transportation to and from assigned work areas.
Applicants must live within the State of Iowa to qualify for this position.

Nice To Haves

Above average experience in negotiation techniques and listening skills
Experience in classroom or individualized training
Experience with quality control
Experience leading and mentoring a team
Demonstrated experience with related work that requires attention to detail.
Work experience which includes creating and writing desk manuals.
Detailed experience and knowledge with IMPACT, GovConnectIowa, Genesys Cloud, Business Objects, Audit Component, Google products, Microsoft office and approved various Internet sites
Experience working in an inbound/outbound collections call center environment

Responsibilities

Leading, mentoring, and coaching team members in the Central Collections Unit call center by providing guidance and feedback on a regular basis.
Monitoring each of the collection call center queues including, Outbound Calling Campaigns, Other Billing Questions, and State Setoffs.
Coordinating replacement staff coverage for the call center on an as-needed basis.
Performing quality control reviews to ensure a consistent, quality product.
Coordinating and leading team meetings.
Assisting with in-person and virtual training.
Assisting with documenting standard work processes.