[Hiring] Tax Collector 2, Customer Care @Arizona Department of Administration

Role Description

The Tax Collector 2, Customer Care is responsible for the collection of delinquent tax liabilities of assigned cases on behalf of the Department of Revenue. This role contacts and completes the collection of tax liabilities and delinquencies via phone calls, emails, or other means of contact to negotiate payment plans and/or enforce collection activities while educating taxpayers and promoting voluntary taxpayer compliance. This role is eligible for remote work with occasional presence in the Phoenix office.

Job Duties

• Engages in inbound and outbound communication with taxpayers to resolve delinquent tax liabilities.
• Assists and answers questions/inquiries from taxpayers.
• Refers and/or escalates taxpayer grievances to designated departments or unit leads/supervisors.
• Keeps record of interactions/transactions and records details of the inquiry and the actions taken.
• Contacts customers to respond to inquiries and/or to notify them of results or actions taken by the agency.
• Obtains and examines all relevant information to assess the validity of inquiries.
• Educates taxpayers and promotes voluntary compliance by reviewing financial statements, providing supporting documentation, and offering assistance on how to obtain and maintain tax compliance.
• Conducts case research, locates returns, and audits records, as assigned.
• Negotiates payment arrangements for delinquent tax liabilities.

Qualifications

• Diploma (HSD) or General Education Degree (GED), coursework, training, and work experience relevant to the assignment.
• Previous experience ensuring customer satisfaction.
• Experience with Continuous Improvement/LEAN.
• Bilingual in English-Spanish with strong reading, writing, and speaking skills.

Requirements

• 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 read, interpret, disseminate, and apply complex and comprehensive tax-related information, laws, policies, legislative proposals, and contracts.
• Ability to work in a confidential manner, ensuring information is shared appropriately.
• Ability to think creatively, critically, and strategically when analyzing and proposing compliance solutions.
• Ability to understand and solve problems by applying intermediate analytical skills.
• Willingness and ability to embody ADOR’s core values of Do the Right Thing, Commit to Excellence, and Care About One Another.
• Strong communication skills, including verbal, written, and active listening.
• Effective organization and time management skills.
• Strong interpersonal skills and demeanor.
• Strong negotiation and persuasion skills.
• Proficient in the use of a PC/laptop in a Windows environment and Google Suite applications.
• Proficient in the use of tax reporting systems.

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.
• Deferred compensation plan.
• Wellness plans.
• Tuition Reimbursement.
• Infant at Work Program.
• Rideshare and Public Transit Subsidy.
• Career Advancement & Employee Development Opportunities.
• Flexible schedules to create a work/life balance.