Taxpayer Services Representative 1 (NY HELPS)

Description

Duties Description

Function Description: Taxpayer Service Representative 1

The Taxpayer Services Representative 1 will perform the following essential functions:

• Provide responses via telephone that fully address the needs of all callers over a wide range of inquiries relating to interactions by Businesses and Individuals with the state of New York. These will include both tax and non-tax questions and concerns. Listen attentively, extract and assimilate pertinent facts enabling the representative to provide clear, concise, accurate answers.
• Ability to read, understand and apply laws, procedures, rules, regulations, and guidelines.
• Ability to effectively communicate and articulate orally and in writing.
• Research and locate answers to citizen inquiries using all available tools, including the digital knowledgebase as well as other databases at DTF and other NYS agencies.
• Manually process calls utilizing a digital telephone console which enables the representative to receive incoming calls, execute call transfers, and provide performance data.
• Utilize a personal computer to produce documents including letters, forms, email, etc., to process forms and publications and to access taxpayer data related to refund claims, account information, registrations, permits, and return processing errors.
• Act in a calm, courteous, and reasonable manner even under very difficult, highly stressful, and at times, confrontational circumstances.
• Access pertinent information from various processing and imaging systems to identify and accurately resolve taxpayers' issues related to assessments and
  
  

overpayments.

• Update appropriate case contact and event information and informal protest screens, and encourage full payment of outstanding liabilities.
• Correspond orally and in writing to taxpayers, clearly and concisely addressing all issues related to an inquiry or protest in a courteous and polite manner.
• Periodically report/record productivity.
• Must be able to work mandatory overtime if required.
• Adhere to the secrecy provisions and confidentiality rules of the Federal and New York State tax law.
• Comply with the Office of Human Resources Management; Diversity, Equity & Inclusion; Code of Conduct; Ethics; and Internal Control rules, policies, and procedures.
• Adhere to the department’s time and attendance rules and regulations
  
  

Qualifications

Minimum Qualifications

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.

At a future date, 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 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

This position may be filled as a traineeship, appointment level is at the discretion of the hiring agency.

Taxpayer Services Representative Trainee, equated to SG-9: $42,641

• 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: $47,695

• Two years of full-time experience in a position where your 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.
  
  

PLEASE NOTE: UNOFFICIAL TRANSCRIPTS OR DIPLOMA MUST BE INCLUDED WITH YOUR APPLICATION AND SHOW THE FOLLOWING:

• Your name
• School name
• Degree concentration or major
• Degree was awarded
• Date degree was awarded
  
  

Foreign degrees must have an approved evaluation: https://www.cs.ny.gov/jobseeker/degrees.cfm

Additional Comments

Note: Due to the nature of this position, newly hired employees will not be eligible to telecommute. After the specified training period, employees may be allowed to submit a telecommuting application in accordance with the Department’s policy and subject to management approval. This position is located in Rotterdam, NY.

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).