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Position: Job Page
DEPARTMENT OF REVENUE
Funding Arizona's future through excellence in innovation, exceptional customer service and public servant-led continuous improvement.
TAX COLLECTOR 2 CUSTOMER CARE

Job Location:

Division of Education and Compliance
1600 W Monroe Street, Phoenix, AZ 85007

Posting Details:

Salary: $19.71 Hourly
Grade: 17
Closing Date:

Job Summary:

Would you like to be part of an amazing team that helps Arizonans thrive? At the Department of Revenue (ADOR) our mission is to Serve Taxpayers! ADOR is looking for individuals who are committed to service, community, and teamwork. To learn more about ADOR please visit azdor.gov. Come Join the ADOR Team!

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. Via ticketing system assignments, tax cases could include Individual Income, Corporate Income, Withholding, and Transaction Privilege Tax (TPT) cases. 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 following a 6-9 week onsite training.

This position may be available for remote work within Arizona with an initial 6-9 week training full time onsite.

The State of Arizona strives for a work culture that affords employees flexibility, autonomy, and trust. Across our many agencies, boards, and commissions, many State employees participate in the State's Remote Work Program and are able to work remotely in their homes, in offices, and in hoteling spaces. All work, including remote work, should be performed within Arizona unless an exception is properly authorized in advance.

Job Duties:

Essential Duties and Responsibilities include but are not limited to:

Service Delivery

• Engages in inbound and outbound communication with taxpayers via phone call, email, or other means to resolve delinquent tax liabilities, as assigned
• Assist and answer questions/inquiries from taxpayers
• Refer and/or escalate taxpayer grievances to designated departments or unit leads/supervisors
• Keep record of interactions/transactions and record details of the inquiry and the actions taken
• Contact customers to respond to inquiries and/or to notify them of results or actions taken by the agency
• Obtain and examine 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
  
  Agency/Department Compliance & Continuous Improvement
• Remains current on all laws, regulations, policies, and best practices related to taxation through regular engagement in activities such as: self-directed research, conferring with other practitioners and technical experts; subscriptions to regulatory/legal/industry newsletters and briefs; membership industry associations and attendance at meetings/events; and or participation in training and others continuing education opportunities.
• Actively contributes to team and individual effectiveness through the following:
  
  -
• Attends staff meetings and huddles of work unit or district; and may cascade and track information as indicated
• Completes all required training in a timely manner.
• Participates in assigned work teams as appropriate.
• May complete 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 within the Arizona Management System (AMS); and provides recommendations for process improvement, and engages in continuous improvement efforts as assigned.

Knowledge, Skills & Abilities (KSAs):

Knowledge

• 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 tax filing requirements and supporting documentation necessary to process tax returns
  
  Skills
• Strong communications skills, to include verbal, written, and active listening with the ability to convey tax-related information in layman's terms
• Effective organization and time management skills with the ability to make measurable progress on multiple priorities
• Strong interpersonal skills and demeanor
• Strong negotiation and persuasion skills
• Proficient in the use of a PC/laptop in a Windows environment; in the use of the Internet; and in the use of Google Suite applications such as
• Gmail, Sheets, Docs, and Drive
• Proficient in…