TAXPAYER
SERVICES REPRESENTATIVE
BASIC PURPOSE:
Positions
in this job family are assigned responsibilities related to providing
professional and technical services and assistance to taxpayers, and resolving
questions and problems concerning state tax laws or agency policies and
procedures to ensure that tax laws, rules, and procedures are interpreted
consistently and that taxpayers are in compliance. They will analyze information presented to determine the nature of
a problem, provide assistance in interpreting and applying tax laws, policies,
and procedures, advise customers on matters related to the agency’s business
operations, and provide other assistance as needed. They will also perform
audits and adjustments to verify complete tax returns/documents and
liabilities, examine and process legal documents related to various forms of
business entities and activities, prepare correspondence, reports, and other
material, and maintain various records and filing systems, including computer
records, as required.
TYPICAL FUNCTIONS:
The
functions within this job family will vary by level, but may include the
following:
·
Provides technical assistance to taxpayers by preparing and
filing state income and business tax forms; reviews, audits, and edits forms to
verify computations and status; resolves refund inquiries and responds to
taxpayer inquiries on a full range of tax-related bills and notices; initiates
appropriate account actions such as adjustments, transfers, and payment
tracers; determines reporting requirements based on business type, activity,
and related laws; explains the provisions of various tax laws.
·
Determines cause of taxpayer’s delinquent status, using tax
laws and rules as source materials, and recommends steps needed by the taxpayer
to bring them into compliance with the tax law; determines taxpayer
responsibility to file delinquent returns and takes necessary action to close
delinquent inquiries.
·
Reviews and processes business documents, which may include
those for sole proprietorship, partnerships, corporations, limited liability
companies, limited partnerships, and others, for correctness and conformity to
state laws and rules; computes
appropriate fees and identifies and communicates document deficiencies.
·
Reviews and analyzes requests for information and
clarification of laws, policies, and procedures; conducts interviews in person
or over the phone to clarify issues concerning filing requirements, due dates,
registration procedures, and similar matters; completes research of laws and
rules as needed to respond to specific inquiries.
·
Coordinates with other divisions, sections, or agencies as
needed to clarify policies and procedures, determine status of individual
accounts, issue clearances, and resolve problems; routes requests for materials, publications, or information to
appropriate units for processing.
LEVEL DESCRIPTORS:
The
Taxpayer Services Representative job family consists of four levels which are
distinguished based on the complexity of the work assigned, the level of
expertise required to perform specific job assignments, and the responsibility
assigned for providing leadership to others.
This
is the basic level of this job family where employees are assigned professional
level responsibilities involving the completion and filing of less complex tax
returns and documents related to all types of taxes. They will analyze business registrations and ensure that all
appropriate tax accounts are established for the business entity. They will also advise taxpayers on a variety
of laws, policies, and procedures concerning tax liabilities, due dates,
required forms, and other matters, provide services to walk-in customers,
respond to telephone inquiries, and prepare written answers to inquiries by
mail or electronic media, as required.
They will also provide assistance to customers in obtaining required
publications and forms, as needed.
Knowledge,
Skills and Abilities required at this level include knowledge of basic
accounting methods and principles; of office practices and procedures; of
business arithmetic; of various tax laws and policies; of forms and methods used to report taxes; and
of interview techniques. Ability is
required to read, interpret, and apply various laws, rules and regulations
concerning various types of taxes; to use computers in reviewing, analyzing,
and calculating tax liabilities; to determine tax liabilities for various types
of taxpayers; to understand various types of business records and documents; to
exercise independent judgment and provide prompt service; to establish and
maintain effective working relationships with others; and to communicate
effectively, both orally and in writing, and with difficult or irate customers.
Education and
Experience requirements at this level consist of a bachelor’s degree
in accounting, business, public administration or a closely related field; or
an equivalent combination of education and experience, substituting one year of
experience in accounting, bookkeeping, tax revenue, customer service, auditing, or closely related work for each
year of the required education.
This
is the career level where employees are assigned responsibilities at the full
performance level for providing a full range of professional services and
technical assistance to taxpayers in complying with applicable tax laws, rules,
and regulations, and resolving more complex tax questions and problems. In this role, they will interpret all types
of tax inquiries and requests for assistance and conduct required research of
various tax laws and policies or coordinate with other divisions or units as
needed to provide the required services or assistance. They will also identify and explore tax
issues to provide correct and authoritative advice in resolving various
problems and obtaining clearances.
Knowledge,
Skills and Abilities required at this level include those identified at level I
plus knowledge of general and local business practices related to tax
liabilities; of tax analysis; of various accounting methods used in recording
revenues and expenses, such as depreciation and amortization; and of various
input and adjustment procedures used in the computer processing system.
Education and Experience requirements
at this level consist of those identified in Level I plus one additional year
of qualifying experience.
Level III: Code: V20C Salary
Band: K
This
is the specialist level where employees are assigned responsibilities involving
a full range of activities and all functional areas of the agency. They will provide oversight for various
detailed activities, provide training and assistance to other employees as
needed, conduct research on highly complex problems or situations, and
coordinate with other divisions and agencies as required. They also make recommendations on changes in
work procedures. Employees at this
level will act as either team leader or lead worker and as a taxpayer advocate
when required.
Knowledge,
Skills and Abilities required at this level include those identified in Level II
plus knowledge of training principles and techniques.
Education and
Experience requirements at this level consist of those identified in
Level II plus one additional year of qualifying experience.
Level IV: Code: V20D Salary Band: L
This
is the leadership level where employees are assigned responsibilities involving
the direct supervision of others in providing taxpayer assistance
services. This will include assigning
and reviewing work, evaluating performance, employee development, disciplinary
actions, approving leave and other administrative responsibilities such as
preparing administrative and statistical reports and participating in the
development of policies and procedures.
Employees at this level may also act as a taxpayer advocate when
required.
Knowledge,
Skills and Abilities required at this level include those identified in Level
III plus knowledge of supervisory principles and practices. Ability is required to organize and direct
the work of others and to construct various types of reports.
Education and
Experience requirements at this level consist of those identified in
Level III plus one additional year of qualifying experience.