[Hiring] Tax Collector 3, Customer Care @Arizona Department of Administration

Role Description

The Tax Collector 3, 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. All work is to be completed while educating taxpayers and promoting voluntary taxpayer compliance. This role is eligible for remote work with occasional presence in the Phoenix office.

Job Duties

• Senior:
  • Supports a Customer Care Collections team as assigned.
  • Works with supervisors on a rotating basis to assist taxpayers with tax issues.
  • Assists with escalated calls from taxpayers.
  • Represents the team at offsite conferences.
  • Assists new hires via technical job training and shadowing.
• Service Delivery:
  • 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 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 and providing assistance.
  • Conducts case research, locates returns, and audits records as assigned.
  • Negotiates payment arrangements for delinquent tax liabilities.
• Collection Enforcement:
  • Initiates administrative enforcement in accordance with ARS Title 42.
  • Issues subpoenas to obtain and verify financial information.
  • Files all public documents in statutory required locations.
  • Confers with attorneys on complex case issues as needed.
• Agency/Department Compliance & Continuous Improvement:
  • Remains current on all laws, regulations, policies, and best practices related to taxation.
  • Attends staff meetings and huddles of work unit or district.
  • Completes 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.

Qualifications

• Basic knowledge and understanding of Federal and State tax statutes, administrative rules, and regulations.
• Basic knowledge and understanding of tax collection enforcement rules and regulations.
• Knowledge of investigative and research techniques.
• Knowledge of lien laws pertaining to personal and real property.
• Knowledge of tax filing requirements and supporting documentation necessary to process tax returns.

Requirements

• 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.
• Ability to clear a comprehensive background and clearance process.
• Ability to read, interpret, disseminate, and apply complex tax-related information.
• Ability to work in a confidential manner.
• Ability to think creatively, critically, and strategically.
• Demonstrated ability to work with a high degree of autonomy and collaboratively.
• Willingness and ability to embody ADOR’s core values.

Additional Job Demands

• Must be able to exert up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently.
• If completing work remotely, must perform job duties in a dedicated, secured space with internet access.

Selective Preference(s)

• Any combination that meets the knowledge, skills, and abilities (KSA).
• Minimum one year of collections experience.
• Minimum of one year customer service experience.
• Bilingual in English-Spanish with strong reading, writing, and speaking skills.

Pre-Employment Requirements

• Employment Verification and Reference Checks.
• State and Federal Criminal Background Check, including fingerprinting.
• Arizona Tax Filing Records Check.

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.
• Stipend Opportunities.
• Infant at Work Program.
• Rideshare and Public Transit Subsidy.
• Career Advancement & Employee Development Opportunities.
• Flexible schedules to create a work/life balance.