Taxpayer Case Advocate

City of New York•New York, NY

About The Position

The NYC Department of Finance (DOF) administers the city’s tax revenue laws and provides customer service. Its Office of the Taxpayer Advocate (OTA) is an independent office that helps customers who have been unable to resolve tax issues through normal DOF channels and makes systemic recommendations to improve DOF policies and procedures. The Office of the Parking Summons Advocate, within OTA, promotes fairness in the parking summons dispute resolution process and assists members of the public with parking summons matters. The Taxpayer Case Advocate assists taxpayers whose problems meet Taxpayer Advocate criteria, handles technical and procedural cases, identifies systemic problems, and helps prepare reports of activities for the Commissioner of Finance. The role investigates and responds to complaints about the program and individual cases and may liaise with NYC Council Members and representatives from Borough Presidents’ offices. 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. New hires must verify identity and eligibility to work in the United States and complete the required employment eligibility verification document upon hire.

Requirements

A baccalaureate degree from an accredited college and two years of experience in community work or community-centered activities related to the duties described; or high school graduation or equivalent and six years of related community work or community-centered activities; or equivalent education and/or experience.
All candidates must have at least one year of experience in community work or community-centered activities as described in the qualifications.
Verify identity and eligibility to work in the United States and complete the required employment eligibility verification document upon hire.

Responsibilities

Interview taxpayers to understand their tax situations, answer questions about DOF notices and correspondence, and determine account status in 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, including cases involving delays beyond normal processing time, significant hardship, or identified systemic issues.
Conduct research, analysis, and calculations to adjust taxpayer accounts when needed.
Recommend appropriate adjustments under Taxpayer Advocate/DOF service level agreements and calculate proposed changes to tax, penalties, and interest.
Explain actions taken to taxpayers, cite applicable laws, regulations, or procedures as necessary, explain appeal rights, and secure agreement between the taxpayer and DOF on the final decision.
Consult the Taxpayer Advocate Attorney Advisor as necessary regarding the applicability of law, regulation, or procedure as the basis for an adjustment.
Help develop an outreach plan for communities and advocacy groups.
Enter and maintain cases and inquiries in the Taxpayer Case Management system.
Participate in activities that provide target audiences with guidance on case advocacy, case criteria, delegated authorities, and service level agreements.
Maintain the case management system, prepare action plans for each case, complete assignments on time, and take steps to identify and prevent delays.
Assist the Taxpayer Advocate with annual or periodic reports required by statute or otherwise.
Answer taxpayer telephone calls as needed and determine whether the calls meet Taxpayer Advocate criteria for case handling.
May serve as receptionist for the Taxpayer Advocate office and assist walk-in taxpayers.
Assist with special projects and research projects.
Perform other duties as assigned.