Tax Examiner I - Collections Agent

State of Colorado • Denver, CO

4d • Hybrid

About The Position

The Colorado Department of Revenue (CDOR) is seeking a Tax Examiner I - Collections Agent to join the Taxation Division Team. This role is part of the Collection Section, which manages approximately 300,000 customer accounts annually, focusing on recovering overdue tax obligations and resolving complex billing issues. The team interacts with taxpayers navigating the collection process, which may involve prior engagement with external collection agencies or the implementation of legal enforcement measures such as wage garnishments, bank levies, property liens, or court orders. The ideal candidate will have a passion for mathematics, enjoy assisting others, and be driven to unravel complex challenges. The team is characterized by patience and attentive listening, taking pride in delivering top-tier customer service. Initial onboarding and training span roughly three weeks, requiring daily in-person attendance at the Denver facility. Upon successful completion of training, examiners typically transition to a remote work-from-home setting, with infrequent visits to the Denver office as required.

Requirements

• High school diploma or General Education Diploma (GED)
• Two (2) years of experience in an occupational field related to the work assigned to the position
• Must be a resident of the state of Colorado at the time of submitting your application.
• Employees are required to be physically present in the state of Colorado every day they perform work.
• Final candidates must complete a successful background investigation and reference check prior to appointment.

Nice To Haves

• Proven track record in debt recovery and credit risk mitigation for consumer or commercial accounts, paired with a solid grasp of Fair Debt Collection Practices Act (FDCPA) guidelines.
• Extensive background in call center operations, demonstrating high levels of emotional intelligence and the ability to utilize empathy for conflict de-escalation.
• Practical proficiency utilizing GenTax software systems.
• Professional exposure to tax regulations at the municipal, county, or state levels.
• Technical expertise in disciplines such as accounting, financial management, tax administration, bookkeeping, or business economics.
• Capability with productivity tools within Google Workspace and Microsoft Office suites.

Responsibilities

• Respond to an average of 70 inbound phone calls per day in a sometimes confrontational environment, yet providing exceptional customer service.
• Educate inbound callers on specific and ambiguous tax issues administered by the Department of Revenue, ensuring compliance with Colorado tax laws and collection procedures.
• Manage official correspondence and accurately process account adjustments—such as payment plan setups and balance corrections—to ensure the prompt resolution of billing discrepancies.
• Maintain a high standard of professional customer service, including the effective de-escalation of conflicts.

Benefits

• PERA retirement benefits including PERA Defined Benefit Plan, PERA Defined Contribution Plan, plus 401K and 457 plans
• Medical, Dental, and Vision insurance coverage
• Automatic Short-Term and Optional Long-Term Disability Coverage
• Life and AD&D Insurance
• Flexible Spending Accounts (FSAs)
• Family Medical Leave Act (FMLA) job protection and State of Colorado Paid Family Medical Leave (PFML)
• 11 Paid Holidays Annually and Accrued Annual and Sick Leave
• Variety of discounts on services and products available through the State of Colorado's Work-Life Employment Discount Program

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED