Bilingual Tax Call Center - CSR

State of Indiana•Indianapolis, IN

About The Position

The Tax Call Center CSR (Tax Analyst) supports the Indiana Department of Revenue’s tax administration work by providing accurate, customer-focused assistance to Indiana taxpayers. The position communicates technical tax information, interpretations of tax law, and procedural guidance, and helps taxpayers comply with state and federal laws. Candidates must be fluent in speaking, reading, and writing English and Spanish. Experience is preferred but not required. New employees receive a comprehensive six-week tax training program and ongoing training and support. The role may include preparing and conducting training, responding to taxpayers by phone, in writing, or in person, auditing tax returns, calculating refunds and assessments, establishing payment plans, and interpreting tax laws and procedures. It may also involve assisting other Tax Analysts, helping a supervisor with workload planning, gathering information for hearings or trials, and preparing statistical reports. A degree is not required. The role may be used in a supervisory capacity based on agency needs.

Requirements

Fluency in speaking, reading, and writing English and Spanish.
Extensive knowledge of state and federal tax laws, rules, and regulations applying to multiple types of taxes.
Extensive knowledge of procedures for properly preparing various tax return forms.
Considerable knowledge of federal and state laws and legal procedures pertinent to estates and trusts.
Ability to interpret and apply tax laws and regulations to individual situations.
Broad knowledge of accounting and bookkeeping.
Working knowledge of data processing procedures.
Working knowledge of computers, including technical and word-processing applications.
Ability to discuss and settle tax problems using legal resources.
Effective oral and written communication skills.
Ability to apply and understand ethics and confidentiality laws.
Ability to perform essential functions with or without reasonable accommodation.
A degree is not required.

Nice To Haves

Experience in a related role; experience is preferred but not required.

Responsibilities

Prepare, conduct, and evaluate training courses on individual and sales tax and procedural issues.
Correspond with taxpayers by telephone, in writing, or in person to provide technical tax information, tax law interpretation, and procedural information.
Assist taxpayers in person, by phone, or by mail by advising, instructing, and furnishing information about taxes administered by the Indiana Department of Revenue.
Audit various Department of Revenue tax returns and contact taxpayers.
Compute and issue refunds or delinquency notices.
Compare state and federal tax returns to ensure the accuracy of state returns.
Compute and assess penalties and interest on delinquent taxes.
Establish payment plans for taxpayers or businesses.
Assist lower-level Tax Analysts with policy interpretation and procedures.
Assist the supervisor with workload distribution and short-term planning.
Interpret and apply state and federal tax laws, rules, and regulations to identify and resolve technical tax problems.
Collect information needed for public hearings or trials.
Prepare statistical reports on production, output, and backlogs.

Benefits

Three medical plan options, including prescription coverage, as well as vision and dental plans.
Wellness Rewards Program with gift card rewards for completing wellness activities.
Health savings account with bi-weekly state contributions.
Deferred compensation 457(b) account with employer match.
Two fully funded pension plan options.
Leave policies including 150 hours of paid New Parent Leave and up to eight weeks of paid Childbirth Recovery Leave for eligible mothers.
Up to 15 hours of paid community service leave.
Combined 180 hours of paid vacation, personal, and sick leave.
12 paid holidays, or 14 in election years.
Education Reimbursement Program.
Group life insurance.
Referral Bonus program.
Employee assistance program with covered behavioral health visits.
Qualified employer for the Public Service Loan Forgiveness Program.
Free parking for most positions.
Free LinkedIn Learning access.