Contact Representative (Centralized Evaluative Review (CER) Specialist)

WHAT IS TAXPAYER SERVICES?
A description of the business units can be found at: https://www.jobs.irs.gov/about/who/business-divisions

• Position(s) are to be filled in following area(s):
  • TS SC - Accounts Management

REVIEW THE ADDITIONAL INFORMATION BELOW FOR FURTHER DETAILS

Qualifications:

Federal experience is not required. Experience may have been gained in the public sector, private sector or through Volunteer Service. One year of experience refers to full-time work; part-timework is considered on a prorated basis. To ensure full credit for your work experience, please indicate dates of employment by month/day/year, and indicate number of hours worked per week, on your resume.

You must meet the following requirements by the closing date of this announcement.

SPECIALIZED EXPERIENCE

GS - 9: You must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-08 grade level in the Federal service. Specialized experience for this position includes:

• Applying the methods, precedents, and guidelines related to individual and/or business accounts to determine the appropriate amount of tax, penalties, interest, or payments.
• Applying methods, precedents, and guidelines related to Accounts Management programs (e.g. applying IRM guidelines to evaluate the accuracy and quality of casework or taxpayer interactions);
• Communicating specialized information with internal and external customers verbally or in writing to clarify and resolve their account or tax issues and to fully advise the taxpayer of options available for meeting tax obligations.
• Working and/or dealing with individuals including, third party representatives, where individuals are evasive, irate, and unwilling to accept the Service's or Employers position as to the determination of their account.
• Using interviewing techniques (e.g., disclosure requirements) to obtain and exchange information regarding reported or under-reported items.
• Using on-line systems, investigative techniques and procedures to research materials to make determinations and to review and assess the accuracy and completeness of case actions.
• Written communication in order to prepare and present reports, draft proposals, conduct presentations, coordinate work processes and provide constructive feedback to improve quality and performance.
• Utilizing inventory management procedures to control casework and conduct research including working with automated systems to select and/or assign cases in a fair and consistent manner.
• Identifying discrepancies or inconsistencies in casework

AND

You must also meet the following requirement(s):

• TIME AFTER COMPETITIVE APPOINTMENT (TACA): Current civilian employees must have completed at least 90 days of federal civilian service since their latest non-temporary appointment from a competitive referral certificate, known as time after competitive appointment. For this requirement, a competitive appointment is one where you applied to and were appointed from an announcement open to "All US Citizens".
• TIME IN GRADE (TIG): For positions above the GS-05,applicants must meet applicable time-in-­grade requirements to be considered eligible. One year (52 weeks) at the next lower grade level is required to meet the time-in-grade requirements for the grade you are applying for. For positions at the GS-5, you cannot advance to the GS-05 if you have held a GS-02 in the past 52 weeks. There is no TIG restriction for GS-02, 03, or 04 positions.

For more information on qualifications please refer to OPM's Qualifications Standards.

Responsibilities:

The following are the duties of this position at the full working level. If this vacancy includes more than one grade and you are selected at a lower grade level, you will have the opportunity to learn to perform these duties and receive training to help you grow in this position.

• Completes evaluative reviews on toll-free telephone calls, utilizing the Contact Recording System, and/or reviews closed paper cases using the electronic Correspondence Imaging System (CIS), evaluating the effectiveness of the call/case, identifying if all customer issues were resolved and actions taken were complete and correct.
• Evaluates current procedures and policy, proposing appropriate action which may include changes to the Probe and Response Guide, Interactive Tax Law Assistant (ITLA) and Internal Revenue Manual (IRM) revisions.
• Analyzes and evaluates information involving the research of records and the nature of each inquiry including the way it was presented in order to determine if all aspects of the case were completed accurately.
• Measures the accuracy of service provided to AM customers. Uses quality monitoring techniques: contact recording, CIS, and diagnostic reports to assess and identify trends affecting quality. Results may indicate training needs, procedural problems or areas needing emphasis.

STANDARD POSITION DESCRIPTIONS (SPD): PD98334
Visit the IRS SPD Library to access the position descriptions.

Salary : $62,033