Tax Collector 3, Customer Care

Arizona Department of Administration•Phoenix, AZ

2d•$22•Hybrid

About The Position

The Tax Collector 3, 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 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

Basic knowledge and understanding of Federal and State tax statutes, administrative rules, and regulations.
Basic knowledge and understanding of tax collection enforcement rules and regulations.
Knowledge of investigative and research techniques.
Knowledge of lien laws pertaining to personal and real property for consensual liens and statutory liens from agencies such as the IRS.
Knowledge of tax filing requirements and supporting documentation necessary to process tax returns.
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.
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.

Nice To Haves

Any combination that meets the knowledge, skills and abilities (KSA); typical ways KSAs are obtained may include but are not limited to: a High School Diploma (HSD) or General Education Degree (GED), coursework, training, and work experience relevant to the assignment.
Minimum one year of collections experience.
Minimum of one year customer service experience.
Experience in a tax collection program or customer service experience emphasizing administrative and judicial collection enforcement.
Experience with Continuous Improvement or LEAN.
Bilingual in English-Spanish with strong reading, writing and speaking skills.

Responsibilities

Supports a Customer Care Collections team as assigned.
Works with supervisors on a rotating basis to assist taxpayers that come into our building with tax issues.
Assists with escalated calls from taxpayers.
Represents the team at offsite conferences.
Assists new hires via technical job training and shadowing.
Engages in inbound and outbound communication with taxpayers via phone call, email, or other means to resolve delinquent tax liabilities, as assigned.
Assists and answers questions/inquiries from taxpayers.
Refers and/or escalates taxpayer grievances to designated departments or unit leads/supervisors.
Keeps record of interactions/transactions and records details of the inquiry and the actions taken.
Contacts customers to respond to inquiries and/or to notify them of results or actions taken by the agency.
Obtains and examines 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.
Initiates administrative enforcement to include the filing of tax liens, issuing of levies for rights to property, referring cases to the Order to Show Cause hearings, filing of complaints for suspension/revocation of Registrar Contractors licenses, filing of affidavits of tax deficiencies with the Arizona Liquor Board and Control, and filing liens with AZ MVD.
Issues subpoenas to obtain and verify financial information, determine abatements, administrative enforcement, and cases referred to the Attorney General’s Office for civil proceedings.
Files all public documents in statutory required locations.
Confers with attorneys on complex case issues, as needed.
Remains current on all laws, regulations, policies, and best practices related to taxation through regular engagement in activities such as: self-directed research, conferring with other practitioners and technical experts; subscriptions to regulatory/legal/industry newsletters and briefs; membership industry associations and attendance at meetings/events; and or participation in training and others continuing education opportunities.

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.
Stipend Opportunities.
Infant at Work Program.
Rideshare and Public Transit Subsidy.
Career Advancement & Employee Development Opportunities.
Flexible schedules to create a work/life balance.
Option of a full-time or part-time remote work schedule.