ASSISTANT PROBLEM RESOLUTION OFFICER

Internal Careers; Phoenix (AZ); Remote; USD 63,000 - 77,000; Full time

Job summary

The State of Arizona’s Department of Revenue seeks an Assistant Ombudsman to support taxpayers and resolve complaints related to tax audits, corrections, and appeals. This role handles confidential information and recommends actions to improve service quality.

Remote work within Arizona may be available; candidate must meet performance standards and maintain compliance with state policies. Salary and benefits reflect state government standards and require a background check.

Qualifications

• Strong communication skills and customer service experience.
• Ability to review and resolve complaints with diplomacy.
• Familiarity with tax procedures and agency policies.

Responsibilities

• Assist taxpayers in understanding tax information and filing processes.
• Respond to inquiries about audits, corrections, and appeals.
• Prepare written opinions or decisions as needed.
• Provide reports to agency leadership on issues and complaints.

Skills

Verbal and written communication

Time management

Interpersonal skills

PC literacy (Windows, MS Office, G-SU)

Tax software proficiency

Education

Bachelor’s or Master’s Degree in Business Administration or Communications

Tools

MS Office Suite

Google Workspace

Tax reporting systems

Job description

DEPARTMENT OF REVENUE

Funding Arizona’s future through excellence in innovation, exceptional customer service and public servant-led continuous improvement.

ASSISTANT OMBUDSMAN

Job Location:

Division of Taxpayer Services

1600 West Monroe Street, Phoenix, AZ

This is a Special Work Assignment open only to internal Arizona Department of Revenue Employees.

Posting Details:

Salary: $70,000

Grade: 21

Closing Date: 11/3/26

Job Summary:

Would you like to be part of an amazing team that helps Arizonans thrive? At the Department of Revenue (ADOR) our mission is to Serve Taxpayers! ADOR is looking for individuals who are committed to service, community, and teamwork. To learn more about ADOR please visit azdor.gov. Come Join the ADOR Team!
The Assistant Problem Resolution Officer supports the Arizona Department of Revenue (ADOR) by assisting with taxpayer inquiries involving tax-related audits, corrections, and appeals procedures of the agency. This role is authorized to access confidential taxpayer information in its evaluation of complaints of improper, abusive, or inefficient service and recommends appropriate action to correct such service gaps. Overall, this position services and represents the taxpayers’ best interest in all problem resolution matters.

This position may offer the ability to work remotely, within Arizona, based upon the department's business needs and continual meeting of expected performance measures.

The State of Arizona strives for a work culture that affords employees flexibility, autonomy, and trust. Across our many agencies, boards, and commissions, many State employees participate in the State’s Remote Work Program and are able to work remotely in their homes, in offices, and in hoteling spaces. All work, including remote work, should be performed within Arizona unless an exception is properly authorized in advance.

Job Duties:

Essential Duties and Responsibilities include but are not limited to:

Taxpayer Assistance and Representation

• Receives and evaluates complaints of improper, abusive, or inefficient services provided by ADOR employees
• Using various types of informal mediation techniques, facilitates communication between taxpayers and the agency to further parties’ understanding and guides parties towards a mutual agreement
• Applying relevant laws, regulations, and policies, provides prompt service to taxpayers whose problems are not resolved through standardized channels, and ensures the resolution of the most complex/sensitive taxpayer issues
• Takes action to stop or prohibit ADOR from taking punitive action against a taxpayer where appropriate
• Assist taxpayers in obtaining easily understandable tax information
• Answers questions regarding preparing and filing returns with ADOR
• Assists in locating documents or payments filed with or submitted to ADOR by taxpayers

Agency Support

• Handles and tracks agency “controlled correspondence,” Arizona Form 91s (Request for Taxpayer Assistance Order), and Arizona Form 91-5384 (Abatement of Interest for Unreasonable Errors or Delays Caused by the Arizona Department of Revenue)
• Assists in responding to inquiries from the Governor’s Office and other constituent services’ offices, such as the Office of Constituent Engagement and the Arizona Ombudsman Citizens’ Aide Office, with regard to taxpayer issues
• Provides training and/or guidance to ADOR staff regarding how to correct taxpayers complaints or issues
• Identifies new issues and/or root cause of poor services within the agency, and recommends appropriate corrective action or systemic change
• Reaches out to taxpayers providing negative public reviews of the agency and to provide assistance and/or resolve issues
• Compiles data each year on the number and type of taxpayer complaints and evaluates the action taken to resolve complaints
• Prepares written opinions or decisions, as needed
• Provides reports to agency leadership regarding issues and complaints
• Researches and approves Notice of Claims from Risk Management
• Evaluates and determines approval or denial of requests for interest abatement, per statute

Agency/Department Compliance & Continuous Improvement

• Remains current on relevant laws, regulations, policies, and best practices related to taxation through regular engagement in activities such as: self-directed research, conferring with other practitioners and technical experts, subscriptions to regulatory/legal/industry newsletters and briefs, membership industry associations and attendance at meetings/events, and or participation in training and other continuing education opportunities.
• Actively contributes to team and individual effectiveness through the following:
• Attends staff meetings and huddles of work unit or district, cascading and tracking information as indicated
• Completes all required training in a timely manner.
• Participates in assigned work teams as appropriate.
• Completes periodic metrics, projects, huddle boards and reports as requested.
• Prepares for and actively participates in 1:1 coaching with a supervisor.
• Maximizes work processes and deliverables through lean principles within the Arizona Management System (AMS), provides recommendations for process improvement, and engages in continuous improvement efforts as assigned.

Knowledge, Skills & Abilities (KSAs):

Knowledge

• Working knowledge of federal and state tax laws statutes, regulations, and court rules
• Working knowledge of Department policies and procedures
• Working knowledge of all applicable tax types such as income, corporate, transaction, transactive privilege, withholding, licensing, registration, bonds, and tobacco
• Extensive knowledge of principles and processes for providing customer and personal services
• Extensive knowledge of best practices for completing fact-finding interviews

Skills

• Superb verbal, written, and listening skills
• Exceptional communication skills
• Effective organization and time management skills, with the ability to manage multiple projects simultaneously and work in high-pressure situations
• Superb interpersonal skills and demeanor
• Proficient in the use of a PC in a Windows environment; in the use of the Internet; in the use of MS Office Applications such as Outlook, Word and Excel, PowerPoint; and in the use of Google Suite applications such as Gmail, Sheets, Docs, and Drive.
• Proficient in the use of tax reporting systems

Abilities

• Ability to clear a comprehensive background and clearance process that includes an Arizona tax compliance verification and a criminal background check through the FBI via level one fingerprint clearance through the Arizona Department of Public Safety
• Ability to work both independently and collaboratively as part of a team
• Ability to work in a confidential manner, ensuring information is shared with internal and external individuals in an appropriate manner
• Ability to understand and solve problems by: applying advanced analytical skills to include collecting all relevant information and data needed to address the problem; organizing, classifying, and synthesizing the data into core issues; identifying the most probable causes of the problem; reducing the information down into manageable components; identifying the logical outcomes from the analyses of the data collected; and identifying the options and solutions for addressing the problems analyzed.
• Willingness and ability to embody ADOR’s core values of Do the Right Thing, Commit to Excellence, and Care About One Another

Selective Preference(s):

The ideal candidate for this position will have:

• Minimum of three years' experience dispute resolution and/or informal mediation experience with decision-making authority or responsibility for presenting final recommendations to management
• Bachelor’s or Master’s Degree in Business Administration, Communications, or a related field

Pre-Employment Requirements:

The final candidate will be required to abide by the the following pre-employment checks:

Internal Applicant Eligibility

An Internal Applicant who is: An active, regular, full-time,