Taxpayer Services Representative 1 (159726)

NON-COMPETITIVE MINIMUM QUALIFICATIONS:

Taxpayer Services Representative Trainee, NS=Grade 9: Thirty semester credit hours; or one year of experience in a position where primary responsibility is providing information concerning and/or explaining programs, policies, and/or procedures; resolving problems; or reconciling accounts.

Taxpayer Services Representative 1, Grade 11: Sixty semester credit hours; or two years of experience in a position where primary responsibility is providing information concerning and/or explaining programs, policies, and/or procedures; resolving problems; or reconciling accounts.

The Processing and Shared Services Bureau consists of the following units:
• Deposits, Payments & Refund resolution
• Document Imaging
• Liability Correspondence
• Return Data Management (RDM)
• Returns Processing Center (RPC)
• Returns Processing Center Support (RPCS)

Under the supervision of a Taxpayer Services Representative 2 or Taxpayer Services Specialist 2, the incumbent will perform the day-to-day activities of a unit whose function is to perform high speed document processing, remittance depositing, data entry, electronic form insertion, and exception work for multiple taxes. Activities include but are not limited to the following:
• Effectively and logically communicate both verbally and in writing with both internal and external customers, such as taxpayers, tax professionals and software developers. Listen attentively, extract and assimilate pertinent facts to provide clear, concise, accurate answers.
• Follow established procedures, policies, and guidelines.
• Work independently and exercise good judgment in monitoring multiple work assignments.
• Complete assignments independently with minimal supervisory oversight.
• Adhere to the Department’s time and attendance rules and regulations. Perform with the highest level of integrity, acting within the Department’s code of conduct, state ethics laws and department policies.
• Demonstrate acceptable knowledge and skill in the use of prescribed software, department systems, and other tools to effectively complete assignments. Recommend system and procedural changes.
• Access pertinent information from various processing and imaging systems to identify and accurately resolve taxpayer or tax professional issues.
• Adjust taxpayer accounts and process tax returns, payments, and documents.
• Demonstrate initiative, self-motivation, a strong work ethic, a commitment to the success of assignments, and the ability to work well in a team environment.
• Read, understand, and apply laws, procedures, rules, regulations and guidelines where clear precedents and detailed direction may or may not exist.
• Research and analyze information received, draw conclusions using sound judgment and make quality decisions and recommendations.
• Assist with the creation of oral and written reports and presentations.
• Perform with the highest level of integrity, acting within the Department’s code of conduct, state ethics laws, and department policies.