Tax Collector 3, Customer Care

Arizona Department of Administration•Phoenix, AZ

3d•Remote

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 role is eligible for remote work with occasional presence in the Phoenix office.

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
Demonstrated ability to work with a high degree of autonomy and also participate collaboratively as part of a team
Ability to work in a confidential manner, ensuring information is shared with internal and external individuals in an appropriate manner
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
Willingness and ability to embody ADOR’s core values of Do the Right Thing, Commit to Excellence, and Care About One Another
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

Nice To Haves

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

Working with supervisors on a rotating basis to assist taxpayers that come into our building with tax issues
Assisting with escalated calls from taxpayers
Representing 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
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
In accordance with ARS Title 42, 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.
Attends staff meetings and huddles of work unit or district; and may cascade and track information as indicated
May complete periodic metrics, projects, huddle boards and reports as requested.
Prepares for and actively participates in 1:1 coaching with supervisor
Maximizes work processes and deliverables through lean principles within the Arizona Management System (AMS); and provides recommendations for process improvement, and engages in continuous improvement efforts as assigned.

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