TAX COLLECTOR 2, CUSTOMER CARE

Arizona Department of Administration•Phoenix, AZ

3d•$40,996•Hybrid

About The Position

The Tax Collector 2, Customer Care is responsible for the collection of delinquent tax liabilities of assigned cases on behalf of the Department of Revenue. Via ticketing system assignments, tax cases could include Individual Income, Corporate Income, Withholding, and Transaction Privilege Tax (TPT) cases. This role contacts and completes the collection of tax liabilities and delinquencies via phone calls, emails, or other means of contact to negotiate payment plans and/or enforce collection activities. All work is to be completed while educating taxpayers and promoting voluntary taxpayer compliance. This role is eligible for remote work with occasional presence in the Phoenix office. This position may offer the ability to work remotely, within Arizona, based upon the department's business needs and continual meeting of expected performance measures.

Requirements

Ability to clear a comprehensive background and clearance process that includes an Arizona tax compliance verification, and a criminal background check through the FBI via level one fingerprint clearance through the Arizona Department of Public Safety
Ability to read, interpret, disseminate, and apply complex and comprehensive tax related information, laws, policies, legislative proposals, and contracts
Ability to work in a confidential manner, ensuring information is shared with internal and external individuals in an appropriate manner
Ability to think creatively, critically, and strategically when analyzing and proposing compliance solutions
Ability to understand and solve problems by applying intermediate analytical skills to include collecting all the relevant information and data needed to address the problem; organizing, classifying and synthesizing the data into fundamental issues; from the information, identifying the most probable causes of the problem; reducing the information down into manageable components; identifying the logical outcomes from the analyses of the data collected; and, identifying the options and solutions for addressing the problems analyzed
Willingness and ability to embody ADOR’s core values of Do the Right Thing, Commit to Excellence, and Care About One Another
Strong communications skills, to include verbal, written, and active listening with the ability to convey tax-related information in layman's terms
Effective organization and time management skills with the ability to make measurable progress on multiple priorities
Strong interpersonal skills and demeanor
Strong negotiation and persuasion skills
Proficient in the use of a PC/laptop in a Windows environment; in the use of the Internet; and in the use of Google Suite applications such as Gmail, Sheets, Docs, and Drive
Proficient in the use of tax reporting systems

Nice To Haves

Diploma (HSD) or General Education Degree (GED), coursework, training, and work experience relevant to the assignment.
Previous experience ensuring customer satisfaction
Experience with Continuous Improvement/LEAN
Bilingual in English-Spanish with strong reading, writing and speaking skills

Responsibilities

Engages in inbound and outbound communication with taxpayers via phone call, email, or other means to resolve delinquent tax liabilities, as assigned
Assist and answer questions/inquiries from taxpayers
Refer and/or escalate taxpayer grievances to designated departments or unit leads/supervisors
Keep record of interactions/transactions and record details of the inquiry and the actions taken
Contact customers to respond to inquiries and/or to notify them of results or actions taken by the agency
Obtain and examine all relevant information to assess the validity of inquiries
Educates taxpayers and promotes voluntary compliance by reviewing financial statements, providing supporting documentation, and offering assistance on how to obtain and maintain tax compliance
Conducts case research, locates returns, and audits records, as assigned
Negotiates payment arrangements for delinquent tax liabilities

Benefits

Affordable medical, dental, life, and short-term disability insurance plans
Participation in the Arizona State Retirement System (ASRS) and long-term disability plans
10 paid holidays per year
Vacation time accrued at 4.00 hours bi-weekly for the first 3 years
Sick time accrued at 3.70 hours bi-weekly
Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child (pilot program).
Deferred compensation plan
Wellness plans
Tuition Reimbursement
Infant at Work Program
Rideshare and Public Transit Subsidy
Career Advancement & Employee Development Opportunities
Flexible schedules to create a work/life balance