Problem Resolution Officer

Funding Arizona’s future through excellence in innovation, exceptional customer service and public servant-led continuous improvement.

This is a Special Work Assignment open only to internal Arizona Department of Revenue Employees.

Division of Taxpayer Services

1600 West Monroe Street. Phoenix, AZ

Salary: $77,000

Grade: 23

Closing Date: 10/1/26

This is a Special Work Assignment open only to internal Arizona Department of Revenue Employees.

The Problem Resolution Officer manages the Arizona Taxpayer Assistance Office established by A.R.S. § 42-2051 (the Department’s Problem Resolution Office) and serves as the Arizona Department of Revenue’s (ADOR) ombudsman. The Problem Resolution Officer receives and evaluates taxpayer complaints of improper, abusive, or inefficient service; provides expeditious service to taxpayers whose problems are not resolved through normal channels; and recommends corrective action to the Director.

The position exercises independent statutory authority, including authority to issue taxpayer assistance orders that stay ADOR actions and to issue ADOR’s final decision on applications for reimbursement of fees and costs. The position services and represents the taxpayers’ best interest in all problem resolution matters.

This position has two (2) individual contributor direct reports.

This position may offer the ability to work remote, within Arizona, based upon the department’s business needs and continual meeting of expected performance measures.

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.

• Actively participating in the interviewing and hiring processes and ensuring successful functional onboarding of new employees
• Planning, assigning, coordinating and overseeing daily work of direct reports
• Conducts regular one-on-one meetings providing constructive, balanced, regular performance feedback, coaching and mentoring
• Setting reasonable stretch performance goals and conducting mid-year and annual performance appraisals
• Recognizing and rewarding performance excellence, culture championship, and continuous improvement efforts
• Communicating and enforcing agency policies and programs
• Applying corrective action, addressing complaints and resolving problems in a timely fashion, involving and collaborating with leadership and Human
  -Resources as appropriate

• Receives and evaluates complaints of improper, abusive, or inefficient services provided by ADOR employees
• Using various types of informal mediation techniques, facilitates communication between taxpayers and the agency to further parties’ understanding and guides parties towards a mutual agreement
• Applying relevant laws, regulations, and policies, provides prompt service to taxpayers whose problems are not resolved through standardized channels, and ensures the resolution of the most complex/sensitive taxpayer issues
• Takes action to stop or prohibit ADOR from taking punitive action against a taxpayer where appropriate
• Assist taxpayers in obtaining easily understandable tax information
• Answers questions regarding preparing and filing returns with ADOR
• Assists in locating documents or payments filed with or submitted to ADOR by taxpayers

• Handles and tracks agency “controlled correspondence,” Arizona Form 91s…