Omaha Taxpayer Assistance Representative

State of Nebraska•Omaha, NE

8d•Onsite

About The Position

The Department of Revenue (DOR) is seeking a self-motivated individual to join their Omaha office as a Taxpayer Assistance Representative. This role involves managing a caseload of accounts that are delinquent in tax filings or payments. The representative will assist taxpayers in correcting these delinquencies by answering complex questions regarding Nebraska regulations, statutes, forms, and refunds, as well as assisting with DOR licensing for permits. The position focuses on written correspondence and requires a strong customer service orientation. The DOR emphasizes a work-life balance with no on-call shifts, nights, or weekend hours, and offers flexible scheduling. The department also provides on-the-job training and support from senior agents and supervisors, with opportunities for advancement.

Requirements

Associate’s Degree in business OR Two years of experience with tax return preparation, business ownership and operation, account research and analysis, or interpretation and application of policies, laws, rules, or regulations.
Knowledge of processes and procedures for collection.
Knowledge of mathematics and accounting.
Knowledge of business operations and practices.
Knowledge of resources available for researching tax laws, rules and regulations.
Knowledge of Excel, Word, Oracle and Outlook.
Skills in verbal/written communication.
Skills in negotiation.
Skills in active listening.
Skills in emotional intelligence.
Skills in reading comprehension.
Skills in time management.
Skills in critical thinking.
Skills in data entry.
Skills in computer use and databases.
Skills in asset discovery.
Skills in skip tracing.
Skills in customer service.
Ability to communicate to express clear and concise ideas.
Ability to utilize interpretive techniques to determine information sought.
Ability to organize and verify tax data from computer-generated reports.
Ability to set priorities.
Ability to relate effectively with people representing a variety of backgrounds.
Ability to interpret difficult tax programs for taxpayers.
Ability to determine why a taxpayer is not in compliance and collection procedures.
Ability to use independent judgment.

Nice To Haves

Applicants who can read, write, and speak Spanish fluently.
Call center experience.

Responsibilities

Carry a caseload of accounts that are delinquent in either their filings or payment of tax liabilities.
Help the taxpayer correct these delinquencies in a variety of ways.
Answer complex taxpayer questions with regards to Nebraska regulations, statutes, forms, refunds or questions on getting licensed with DOR for a permit.
Focus on written correspondence.