Review Vacancy
AgencyTaxation & Finance, State
TitleTaxpayer Services Specialist 2
Occupational CategoryOther Professional Careers
Bargaining UnitPS&T - Professional, Scientific, and Technical (PEF)
Salary RangeFrom $56604 to $71980 Annually
Minimum Qualifications The selected candidate must be eligible for transfer under Civil Service Law or reachable on
the appropriate exams for this title in accordance with the provisions of Civil Service Law, Rules and Regulations.
Duties Description Positions exist at DTF in the Personal Income Tax Bureau. There are openings are for a Taxpayer Service Specialist 2 as a supervisor in the operational area which include Individual Account Resolution (IAR) Individual Liability Resolution Center (ILRC) and Identity Verification Unit (IVU) as well as in the Development area. IAR handles returns that require manual review and potentially intervention after computing through the income tax business rules. ILRC is a protest resolution call center that handles taxpayers protests of bills or adjusted refunds via phone or in writing. IVU handles identity theft claims and data breaches of employers and other sources of personal information for taxpayers. Development is responsible for working with OITS to maintain our income tax processing system, testing and implementing enhancements and legislative changes to the processing system as well as working as a liaison with software vendors who support filing of income tax returns via electronic filing or paper processing with 2D barcode technology.
Under the supervision of a Taxpayer Services Specialist 3, the incumbent will supervise and provide administrative and technical assistance for the day to day activities in a unit whose function is to develop and implement a tax processing and payment systems and/or is to ensure the accuracy of return and payment data reported and recorded on departmental systems. They also may answer complex questions and provide technical assistance for a unit whose primary focus is providing telephone assistance to taxpayer who are protesting assessments or refund adjustments. Activities may include but are not limited to the following:?
• Supervise, plan, organize and adjust staff work assignments to avoid backlogs, meet deadlines, and monitor daily reports. Evaluate and monitor staff productivity, work performance and time and attendance using existing quality assurance procedures.
• Display a calm, courteous and reasonable manner under sometimes difficult and highly stressful circumstances.
• Identify improvement opportunities and work with supervisor(s) and employee(s) to develop and implement training to advance job skills and abilities.
• Effectively communicate both verbally and in writing with internal and external customers.
• Write performance evaluations, and assist in counseling and disciplinary actions as necessary.
• Create written and verbal reports and presentations for management regarding the volume and productivity of unit work.
• Analyze computer and manual processing systems; develop plans for expedited resolution of return and payment data reported and recorded on departmental systems.
• Review tax form changes, system changes and policy directives to determine impact on operations and procedures, and report findings to unit management.
• Use information retrieved from various departmental systems and software to enter data, gather information, produce reports, access files and databases.
• Adhere to the Time and Attendance rules and regulations of the Department and time and attendance using existing quality assurance procedures.
Additional Comments The Department of Taxation and Finance (DTF) strives to provide New Yorkers with the highest level of service possible. To do so, it is of the utmost importance that we recruit and retain a high-quality, skilled, and diverse workforce. Nearly 18 million New Yorkers rely on our employees to accurately apportion funds for schools, roads, medical care, security services, conservation programs, and much, much more. We are committed to administering the state’s tax systems fairly, courteously, and cost effectively We believe the way to do this is to partner the skills, creativity, and ingenuity of our workforce with the best technologies available.
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