Taxpayer Information Specialist 3

Arizona Department of Administration•Phoenix, AZ

2d•Onsite

About The Position

The Taxpayer Support Specialist 3 is the face of the Department of Revenue by interacting in person with taxpayers coming into the Phoenix, Mesa, and Tucson offices, as assigned. This role is responsible for directly receiving, processing, and applying payments for all tax types in the forms of cash, checks, debit/credit cards, and money orders to taxpayer’s personal or business accounts, and also complete daily reconciliation and end-of-day balancing of assigned till. Additionally, the Taxpayer Support Specialist 3 assists the Licensing Specialists with processing licensing and registration forms, general disclosure/representation authorization forms, requests for copies of tax documents, and all other applicable State of Arizona tax forms that are accepted in office, as requested. This position is full time in office M-F 8am-5pm.

Requirements

Knowledge of principles and processes for providing customer and personal services
Knowledge of generally accepted accounting practices, as it applies to cash handling
Strong verbal, written, and active listening skills
Strong customer service skills to include conflict de-escalation and resolution techniques
Strong mathematical skills such as addition, subtraction, multiplication, division, percentage, and averages
Keyboarding/typing at least 40 wpm and 10-key skill
Effective interpersonal skills and demeanor
Effective organization and time management skills with the ability to make measurable progress on several tasks simultaneously and work in high-pressure situations
Proficient in the use of a PC in a Windows environment; in the use of the Internet; in the use of MS Office Applications such as Outlook, Word and Excel; and in the use of Google Suite applications such as Gmail, Sheets, Docs, and Drive
Ability to clear a comprehensive background and clearance process that includes an Arizona tax compliance verification, and a criminal background check through the FBI via level one fingerprint clearance through the Arizona Department of Public Safety
Ability to work with a high degree of autonomy and also participate collaboratively as part of a team
Ability to work in a confidential manner, ensuring information is shared with internal and external individuals in an appropriate manner
Ability to understand and solve problems by applying basic analytical skills to include collecting all the relevant information and data needed to address the problem; organizing, classifying and synthesizing the data into fundamental issues; from the information, identifying the most probable causes of the problem; reducing the information down into manageable components; identifying the logical outcomes from the analyses of the data collected; and, identifying the options and solutions for addressing the problems analyzed
Ability to learn and apply LEAN concepts, principles, and tools
Willingness and ability to embody ADOR’s core values of Do the Right Thing, Commit to Excellence, and Care About One Another

Nice To Haves

Minimum of two years related experience, years related experience to include a minimum of 6 months of cashiering
One or more years working in a high production environment
Minimum of 6 months as Taxpayer Support Specialist 2
Previous experience with Continuous Improvement, Six Sigma and/or Lean
Previous experience in customer service emphasizing on professionally and courteously serving customers in a fast paced environment
Bilingual in English and Spanish

Responsibilities

Receives and processes taxpayer’s payments in the form of cash, check, debit/credit card, and money orders
Accurately applies payments to taxpayer’s personal and business accounts
Completes daily reconciliation and end-of-day monies balancing of assigned till
Processing license, contracting, and registration renewals and applications
Processing business account updates
Processing and completing applicable ADOR Taxpayer Forms such as Power of Attorney and Requests, Copies of Tax -Documents requests, and Marijuana Excise Tax Returns
Preparing responses to emails and escalated tickets to applied for accounts and suspended applications
Greets taxpayers professionally and courteously, demonstrating a willingness to actively listen and address their inquiries or concerns
Efficiently provides taxpayers with accurate information and proactively educates taxpayers to sustain compliance
Documents taxpayer interactions and/or transactions, and records details of inquiries, complaints or comments, and any actions taken
Refers unresolved customer grievances or inquiries to designated departments or leads/supervisors
Responds to inbound inquiries and/or grievance emails from taxpayers
Remains current on all laws, regulations, policies, and best practices related to taxation through regular engagement in activities such as: self-directed research, conferring with other practitioners and technical experts; subscriptions to regulatory/legal/industry newsletters and briefs; membership industry associations and attendance at meetings/events; and or participation in training and others continuing education opportunities.
Attends staff meetings and huddles of work unit or district; and may cascade and track information as indicated
Completes all required training in a timely manner.
Participates in assigned work teams as appropriate.
May complete periodic metrics, projects, huddle boards and reports as requested.
Prepares for and actively participates in 1:1 coaching with supervisor
Maximizes work processes and deliverables through lean principles within the Arizona Management System (AMS); and provides recommendations for process improvement, and engages in continuous improvement efforts as assigned.

Benefits

Affordable medical, dental, life, and short-term disability insurance plans
Participation in the Arizona State Retirement System (ASRS) and long-term disability plans
10 paid holidays per year
Vacation time accrued at 4.00 hours bi-weekly for the first 3 years
Sick time accrued at 3.70 hours bi-weekly
Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child (pilot program).
Deferred compensation plan
Wellness plans
Tuition Reimbursement
Stipend Opportunities
Infant at Work Program
Rideshare and Public Transit Subsidy
Career Advancement & Employee Development Opportunities
Flexible schedules to create a work/life balance