Taxpayer Services Representative ; NY HELPS

Duties Description

The Processing and Shared Services Bureau consists of the following units:

• 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.
• 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.
• Use a personal computer requiring the manipulation of a standard alphanumeric keyboard to produce documents including letters, forms, email or to access taxpayer data related to refund claims, account information, registrations, permits and return processing errors.
• 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.
• 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.

Note:

This position may be filled as a one-year traineeship. Advanced placement in the traineeship is at the discretion of the hiring agency. To ensure proper credit for your experience, your resume should clearly list all of the duties you performed for each position. You must include start and end dates for each position with the month and year.

This title is part of the New York Hiring for Emergency Limited Placement Statewide Program (NY HELPS).

For the duration of the NY HELPS Program, this title may be filled via a non-competitive appointment, which means no examination is required but all candidates must meet the minimum qualifications of the title for which they apply.

Within one year of permanent appointment, it is expected employees hired under NY HELPS will have their non-competitive employment status converted to competitive status, without having to compete in an examination. Employees will then be afforded with all of the same rights and privileges of competitive class employees of New York State. While serving permanently in a NY HELPS title, employees may take part in any promotion examination for which they are qualified.

Taxpayer Services Representative Trainee (Equated to SG- 9: starting salary $44,560)

• One year of full-time experience in a position where primary responsibility is providing information concerning and/or explaining programs, policies, and/or procedures; resolving problems; or reconciling accounts

OR

• Thirty semester credit hours of college-level study

Taxpayer Services Representative 1 (SG-11: starting salary $49,841)

• Two years of full-time experience in a position where primary responsibility is providing information concerning and/or explaining programs, policies, and/or procedures; resolving problems; or reconciling accounts

OR

• Sixty semester credit hours of college-level study

If you qualify with education, you must include proof of education with your application.

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