• Department of the Treasury
  • $33,570.00 -50,280.00/year*
  • Austin, TX
  • Customer Service/Call Center
  • Full-Time
  • 5006 Emma Browning Ave

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* Duties

HelpDuties Summary

* PLEASE READ PRIOR TO APPLYING TO THIS POSITION* When applying for this position, please consider each location before selecting. If you are selected for a position, which requires relocation, you are responsible to relocate at your own expense and report on the start date.

Applicants who apply by 3/18/2019 will be considered. Applicants that apply after this cutoff may only be considered if additional vacancies exist by location.

The anticipated start date is August, 2019.

Learn more about this agency

Responsibilities

The U.S. Department of the Treasury has a distinguished history dating back to the founding of our nation. As the steward of U.S. economic and financial systems, Treasury is a major and influential leader in today's global economy. We have over 100,000 employees across the country and around the world. Come Join the Department of the Treasury and Invest in Tomorrow.

The Small Business/Self-Employed (SB/SE) Division provides examinations and taxpayer education services for about 7 million small businesses and upwards of 33 millions self-employed and supplemental income taxpayers. SB/SE taxpayers generally have higher incomes than most taxpayers, need to file twice as many tax forms, and generally need to rely more on paid tax preparers and the taxpayer education outreach activities of the IRS.

WHAT DOES A CONTACT REPRESENTATIVE (Collection Representative) DO? IRS Contact Representatives (Collection Representatives) work primarily with taxpayers and their representatives through telephone or face-to-face contact. You would provide authoritative tax law assistance and take action where needed to resolve their tax issues, often involving delinquent situations. Actions needed might include analyzing the taxpayer's ability to pay, initiating liens, and negotiating installment payment agreements.

As a Contact Representative (Collection Representative) you will:

* Provide technical assistance to individuals and/or businesses primarily through telephone interaction in a dynamic call center environment, and/or face-to-face contact;
* Address wide range of issues/problems that require unique solutions;
* Apply the tax code to assist taxpayers in understanding and meeting their tax responsibilities;
* Secure, analyze and protect sensitive personal and financial information;
* Make determinations and use sound judgment to resolve taxpayer disputes and delinquency issues; And
* Develop, analyze and evaluate information involving the research of computerized records by accessing multiple online/database systems.

If you are selected at a lower grade level, you will have the opportunity to learn to perform all these duties, and will receive training to help you grow in this position

WHERE CAN I FIND OUT MORE ABOUT OTHER IRS CAREERS? If you want to find out more about IRS careers, visit us on the web at

Travel Required

Not required

Supervisory status

No

Promotion Potential

08


* Job family (Series)

0962 Contact Representative


* Requirements

HelpRequirements Conditions of Employment

* Must be a U.S. Citizen or National
* Refer to Additional Information
* Click \"Print Preview\" to review the entire announcement before applying.
* Undergo an income tax verification and review of prior performance/conduct.
* Complete a Declaration for Federal Employment to determine your suitability for Federal employment, at the time requested by the agency
* If you are a male applicant born after December 31, 1959, certify that you have registered with the Selective Service System or are exempt from having to do so.
* Must successfully complete a background investigation including an FBI criminal history record check (fingerprint check).
* Go through a Personal Identity Verification (PIV) process that requires two forms of identification from the Form I-9. Federal law requires verification of the identity and employment eligibility of all new hires in the U.S.

Other Position Information:

* We may select from this announcement or any other source to fill one or more vacancies.
* This announcement may be used to fill additional positions in more than one Business Division throughout the Service.
* This is a bargaining unit position.
* A 1-year probationary period is required.
* Have your salary sent to a financial institution of your choice by Direct Deposit/Electronic Funds Transfer.
* Tour of Duty: Monday - Friday 8:00 a.m. - 4:30pm, start time may be negotiable
* We offer opportunities for flexible work schedules.

Qualifications

You must meet the following requirements by the cutoff/closing date of this announcement:

GS-05 LEVEL: You must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-04 grade level in the Federal service. Specialized experience for this position includes: experience that may have been gained in work with records, documents or financial accounts which involved applying established rules and procedures, or experience gained through work in positions that involved frequent contact with the public researching and responding to non-routine requests for information orally or in writing. The following are examples of specialized experience that may be qualifying and are not all inclusive. Applying laws, rules or regulations and written guidelines; Experience gained in an environment conducting face to face and/or telephone interviews (e.g., collection agency, telemarketing, customer service, sales) resolving problems and issues; Negotiating with others to resolve issues; Performing administrative and technical procedures using a computer to locate and review records and reconcile discrepancies; Experience working with records or financial accounts applying established rules and procedures (e.g., basic accounting, credits and debits, researching and/or adjusting accounts).

OR

You may substitute education for specialized experience as follows: completed at least 4 years of education above the high school level leading to a Bachelor's degree (120 semester hours, 180 quarter hours or 2880 formal classroom hours) or a Bachelors or higher degree.

OR

You may qualify by a combination of experience and education. Options for qualifying based on a combination will be identified in the online questions

GS-06 LEVEL: You must have 1 year of specialized experience at a level of difficulty and responsibility equivalent to the GS-05 grade level in the Federal service. Specialized experience for this position includes: experience that may have been gained in work with records, documents or financial accounts which involved applying established rules and procedures. Experience may also have been gained through work in customer service positions that involved frequent contact with the public, and may have involved researching and/or adjusting customer accounts. The following are examples of specialized experience that may be qualifying. Please note that these are just examples and this list is not all inclusive: Applying laws, rules or regulations and written guidelines; Communicating orally in order to provide information, assistance, or instructions to members of the general public or their representatives; Negotiating with others to resolve issues;Performing administrative and technical procedures using a computer to locate and review records and reconcile discrepancies; Writing correspondence in response to inquiries and drafting a variety of other written products.

GS-07 LEVEL: You must have 1 year of specialized experience at a level of difficulty and responsibility equivalent to the GS-06 grade level in the Federal service. Specialized experience for this position includes: experience that may have been gained in work with records, documents or financial accounts which involved applying established rules and procedures. Experience may also have been gained through work in customer service positions that involved frequent contact with the public, and may have involved researching and/or adjusting customer accounts. The following are examples of specialized experience that may be qualifying. Please note that these are just examples and this list is not all inclusive: Applying laws, rules or regulations and written guidelines; Communicating orally in order to provide information, assistance, or instructions to members of the general public or their representatives; Negotiating with others to resolve issues;Performing administrative and technical procedures using a computer to locate and review records and reconcile discrepancies; Writing correspondence in response to inquiries and drafting a variety of other written products.

GS-08 LEVEL: You must have 1 year of specialized experience at a level of difficulty and responsibility equivalent to the GS-07 grade level in the Federal service. Specialized experience for this position includes experience that may have been gained in work with records, documents or financial accounts which involved applying established rules and procedures. Experience may also have been gained through work in customer service positions that involved frequent contact with the public, and may have involved researching and/or adjusting customer accounts. The following are examples of specialized experience that may be qualifying. Please note that these are just examples and this list is not all inclusive: Applying laws, rules or regulations and written guidelines; Communicating orally in order to provide information, assistance, or instructions to members of the general public or their representatives; Negotiating with others to resolve issues;Performing administrative and technical procedures using a computer to locate and review records and reconcile discrepancies; Writing correspondence in response to inquiries and drafting a variety of other written products.

* The experience may have been gained in the public sector, private sector or Volunteer Service. One year of experience refers to full-time work; part-time work is considered on a prorated basis.
* To ensure full credit for your work experience, please indicate dates of employment by month/year, and indicate number of hours worked per week, on your resume.

In addition to the above requirements, you must have been at the next lower grade level of the grade you are applying to for 52 weeks (time-in-grade requirement).

Education



Associated topics: agente de servicio al cliente, clerk, csr, customer care, customer care specialist, representante de servicio al cliente, service agent, service representative, technical support, telephone

* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.

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