Tax Revenue Call Center - CSR

State of Indiana•Indianapolis, IN

About The Position

The Tax Revenue Customer Service Representative works to ensure a high level of customer focus and support for Indiana taxpayers, using continuous and innovative methods to improve accuracy, efficiency, and productivity in tax administration. Experience is preferred but not required. New employees receive a six-week tax training program, followed by ongoing training and support. The role provides tax information and procedural guidance to taxpayers; reviews and audits tax returns; processes refunds, delinquency notices, penalties, interest, and payment plans; interprets state and federal tax laws; and assists Tax Analysts and supervisors with policy, workload, and planning matters. The position may be used in a supervisory capacity based on agency needs. Other duties may be assigned or changed at any time.

Requirements

Extensive knowledge of state and federal tax laws, rules, and regulations applying to several 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 various 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.

Nice To Haves

Experience is preferred but not required.

Responsibilities

Prepare, conduct, and evaluate training courses for 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 to support compliance with state and federal laws.
Assist taxpayers in person, by phone, or by mail by advising, instructing, and furnishing information about taxes collected 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 data or information needed for public hearings or trials.
Prepare statistical reports regarding 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 paid New Parent Leave and 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.