Taxpayer Case Advocate
About The Position
The NYC Department of Finance (DOF) administers city tax revenue laws and provides customer service. The Office of the Taxpayer Advocate (OTA) is an independent office within DOF that helps customers who have been unable to resolve tax issues through normal channels and makes systemic recommendations to improve DOF policies and procedures. OTA handles matters involving NYC property, business, and certain excise taxes. The Taxpayer Case Advocate assists taxpayers whose problems meet Taxpayer Advocate criteria, identifies systemic problems, and helps prepare reports of activities to the Commissioner of Finance. The advocate handles technical and procedural cases, investigates and responds to program and individual-case complaints, and may liaise with NYC Council Members and representatives of Borough Presidents’ offices regarding referrals. The position reports to the Taxpayer & Parking Advocate. The position may be eligible for remote work up to two days per week under the Remote Work Pilot Program agreed between the City and the relevant Collective Bargaining Unit.
Requirements
- A baccalaureate degree from an accredited college and two years of experience in community work or community-centered activities related to the duties; or high school graduation or equivalent and six years of such experience; or equivalent education and/or experience.
- All candidates must have at least one year of experience in community work or community-centered activities related to the duties.
Responsibilities
- Interview taxpayers about their tax situations, answer questions about DOF notices, letters, bills, and other correspondence, and determine account status for matters involving collection of NYC business and property taxes.
- Counsel taxpayers on basic case issues and advocate with DOF operating or functional offices and divisions to resolve issues and take corrective action under delegated authority.
- Confer with taxpayers who meet Taxpayer Advocate criteria because of delays beyond normal processing time, significant hardship, or identified systemic issues.
- Conduct research, analysis, and computations to adjust taxpayer accounts when needed.
- Recommend appropriate adjustments and compute proposed changes to tax, penalties, and interest under Taxpayer Advocate/DOF service level agreements.
- Explain actions taken, citing applicable law, regulation, or procedure as necessary; explain appeal rights; and secure agreement between the taxpayer and DOF on the final decision.
- Consult the Taxpayer Advocate Attorney Advisor as needed about the applicability of law, regulation, or procedure as the basis for an adjustment.
- Assist in developing outreach plans for communities and advocacy groups.
- Enter and maintain information in the Taxpayer Case Management system for cases and inquiries handled.
- Participate in activities that provide target audiences with guidance on case advocacy, case criteria, delegated authorities, and service level agreements.
- Maintain a case management system, prepare action plans for each case, complete assignments on time, and identify and avoid delays.
- Assist the Taxpayer Advocate with annual or periodic reports required by statute or otherwise.
- Answer taxpayer calls as needed and determine whether they meet Taxpayer Advocate criteria for case handling.
- Serve as receptionist for the Taxpayer Advocate office as needed and assist walk-in taxpayers.
- Assist with special and research projects.
- Perform other duties as assigned.
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What This Job Offers
Job Type
Full-time
