Taxpayer Support Specialist

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Taxpayer Support Specialist

695 OKLAHOMA TAX COMMISSION

Full time

Regular

Salary - $55,620

Taxpayer Support Specialist

TRANSPARENCY. FAIRNESS. COMPLIANCE. The Oklahoma Tax Commission is committed to leading Oklahoma with unparalleled customer service. Our mission is to promote tax compliance through serving taxpayers with transparency and fairness in administration of the tax code and unparalleled customer service. Check out our About Us page to learn why we are passionate about tax compliance and believe it is the career for you!

• Generous state-paid benefit allowance to help cover insurance premiums.
• A wide choice of insurance plans with no pre-existing condition exclusions or limitations.
• Flexible spending accounts for health care expenses and/or dependent care.
• A Retirement Savings Plan with a generous match.
• 15 days of paid vacation and 15 days of sick leave for full-time employees the first year.
• 11 paid holidays a year.
• Paid Maternity leave for eligible employees.
• Employee discounts with a variety of companies and venders.
• A Longevity Bonus for years of service.

The Taxpayer Support Specialist primarily provides professional, technical, and customer service assistance to taxpayers. This position requires advanced knowledge and ability interpret and apply nuanced tax laws and regulations, exceptional critical thinking, problem-solving, and communication skills. Previous tax experience is not needed, as training will be done on the job, however, the ability to learn new information is vital. Specialists will address taxpayer inquiries, review tax accounts and returns, resolve account discrepancies, and process tax-related requests.

The role demands proficiency in de-escalation techniques, communicating highly technical information clearly and effectively, and navigating complex tax systems. Communication occurs daily via phone, email, and live chat. Bilingual candidates are encouraged to apply.

• Respond to taxpayer inquiries via phone, email, and live chat, providing clear, concise, and accurate information regarding tax filings, returns, payments, adjustments, and refunds.
• Stay informed of changes in tax legislation and regulations, and apply this knowledge in taxpayer interactions, explaining updates in simple, understandable terms.
• Use advanced de-escalation techniques to manage complex or emotionally charged interactions, often involving financial hardship or compliance risk, ensuring a positive taxpayer experience. Confidently instill trust in the taxpayer.
• Handles high-stakes interactions with professionalism, empathy, and discretion.
• Address and resolve account discrepancies, penalties, audit inquiries, or filing errors using advanced critical thinking skills; elevate complex cases to appropriate department when subject-matter experts are needed.
• Accurately complete and submit work items, case records, account updates, and documentation in accordance with agency policies and deadlines.
• Demonstrate proficiency with tax software, forms (e.g., 1040, W-2, 1099), CRM systems, and call center technologies.
• Handle sensitive taxpayer information with the utmost confidentiality and adherence to data protection regulations.
• Manage multiple inquiries simultaneously, prioritize high-priority cases, and maintain accuracy and efficiency under pressure.
• Participate in ongoing training to maintain and enhance tax expertise; assist in onboarding and mentoring new team members.
• Maintain strict confidentiality and comply with data protection protocols and agency policies.
• Additional duties include but not limited to:
• Review taxpayer accounts, returns, adjustments, protests, and refunds; assist with corrections as needed, citing applicable Oklahoma state statutes and/or federal laws.
• Review and analyze waiver requests across all threshold amounts, determining request status, evaluating prior approvals or denials, and assessing compliance with applicable statutes, rules, and…