Taxpayer Services Specialist 1 (nyhelps)

Taxpayer Services Specialist

The incumbent will work with taxpayers and their representatives to resolve taxpayers' outstanding tax obligations, encourage taxpayers' voluntary compliance with tax obligations, and better ensure the fair application of the tax laws. Activities include, but are not limited to, the following:

• Answer questions and provide technical assistance to taxpayers and their representatives by phone, mail, in-person and/or other electronic means.
• Understand, research, and explain assessments, tax law, regulations, policies, processes and procedures from various tax law publications, Departmental databases,
• Utilize methods and processes to resolve complex reconciliations of taxpayer accounts including, but not limited to, account adjustments, error corrections, credit payments, refunds and liabilities, computation of tax penalties/liabilities and interest due.
• Access, analyze, update and utilize information and data retrieved from various departmental and third-party systems and software, or from the taxpayer, public records, mortgage records or other persons and institutions.
• Assess viability of various collection activities such as: tax warrants, installment payment agreements, income executions, levies, Department of Motor Vehicle (DMV) revocations, seizures, certificate of authority revocations and/or referral to criminal authorities.
• Navigate various departmental and third-party systems to prepare reports and collection case activities.
• Maintain a record of all oral and written communications concerning each tax debt case and enters appropriate follow-up dates, taking into account the impact upon the case flow based on the follow-up date determined.
• Work independently and exercise good judgment in monitoring work assignments.
• Maintain up-to-date knowledge of the laws, regulations, policies and procedures.
• May be directed to travel to conduct on-site investigations, interviews, inspections of places and/or documents, seizures and/or other field-based activities in order to support the fair application of tax laws to taxpayers, voluntary compliance with sales tax and other laws and regulations, and resolution of delinquent tax obligations; overnight and/or weekend travel may be required.
• Must demonstrate the ability to meet the transportational needs of the job.
• Communicate effectively, both verbally and in writing, with supervisors, other Department personnel, taxpayers and/or taxpayer representatives.
• Demonstrate initiative and self-motivation.
• Employ customer service tactics during contacts with the taxpayer and/or representative, while exercising independent judgment and tactful interview techniques.
• Wear an audio headset to conduct telephone conversations with taxpayers and their representatives in order to obtain information necessary to negotiate and resolve taxpayers' outstanding tax obligations.
• Comply with the Office of Human Resources Management; Diversity, Equity & Inclusion; Code of Conduct; Ethics; Internal Control rules, policies and procedures; and
• Adhere to the Department's time and attendance rules and regulations.

The ability to fill this position is subject to DOB guidelines for processing personnel transactions. Note: A budget waiver is not required to fill positions via transfer to lateral or downward level positions within the same Department or to change line items within the same funding source. The selected candidate must be eligible for appointment in accordance with the provisions of the Civil Service Law, Rules, and Regulations. If mandatory rehiring lists exist for this title, appointment other than reassignment must be made from these lists. If there are no acceptors from these lists, appointment may be made using the following:

• New York Hiring for Emergency Limited Placement Statewide Program (NY HELPS)
• Employees who are currently serving in the same title are eligible for reassignment without change in title or status;
• Candidates reachable on the appropriate eligible list for this title and location;
• Employees eligible for transfer.
• This position may be filled as a two-year traineeship
• 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 maybe 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.
• NON-COMPETITIVE MINIMUM QUALIFICATIONS:
• Taxpayer Services Specialist Trainee 1: Associate's degree or completion of 60 semester credit hours.
• Taxpayer Services Specialist Trainee 2: Associate's degree or completion of 60 semester credit hours and one year of experience testing tax processing systems and/or resolving tax return processing errors.
• Taxpayer Services Specialist 1: An associate's degree or completion of 60 semester credit hours and two years of experience testing tax processing systems and/or resolving tax return processing errors.

Starting salary for Taxpayer Services Specialist Trainee 1 $45,494. Starting salary for Taxpayer Services Specialist Trainee 2 $50,844. Starting salary for Taxpayer Services Specialist Journey $53,764. Work hours and telecommuting to be discussed at the interview. This position may be filled in one of our regional offices located in Batavia, Rochester, or Buffalo. New York State is an equal opportunity employer. It's the policy of the state of New York to provide for and promote equal opportunity in employment, compensation, and other terms and conditions of employment without discrimination on the basis of age, race, color, religion, disability, national origin, gender, sexual orientation, marital status, or an arrest or criminal conviction record unless based on a bona fide occupational qualification or other exception. Any candidate selected for this position will be subject to a review of their tax return submissions by the New York State Department of Taxation and Finance. Employment of a candidate is conditioned upon a finding by the New York State Department of Taxation and Finance that the candidate is in compliance with all local, state, and federal tax laws. In accordance with federal government requirements, the employment of any candidate selected for this position is conditioned upon successfully completing a background investigation including a criminal history record check (fingerprint check). Some positions may require additional credentials or a background check to verify your identity.