Bilingual Tax Call Center - CSR

State of Indiana; Indianapolis (IN); On-site; USD 39,000 - 47,000; Full time

Benefits offered by this job

Health insurance

Education Reimbursement Program

LinkedIn Learning access

Free Parking for most positions

Job summary

The State of Indiana is seeking a Tax Call Center CSR (Tax Analyst) to ensure high levels of customer focus for taxpayers across Indiana. The role includes a comprehensive 6-week tax training program and ongoing support. Fluency in English and Spanish is required.

The salary traditionally starts at $42,900 and total compensation varies with education and experience. Join a large state agency and contribute to accurate tax administration, with opportunities for growth and a broad benefits

Qualifications

• Fluent in English and Spanish in speaking, reading, and writing.
• Strong knowledge of state and federal tax laws and regulations.
• Ability to interpret tax laws and apply them to individual cases.
• Excellent written and verbal communication skills.
• Customer-focused approach with accuracy and efficiency.
• Discretion handling confidential information.

Responsibilities

• Prepare, conduct, and evaluate training courses for.sales tax and related issues.
• Correspond with taxpayers by phone, written, or in person for tax information and guidance.
• Advise taxpayers on taxes collected by the DOR and applicable laws.
• Audit tax returns and contact taxpayers as needed.
• Compute and issue refunds or delinquency notices.
• Establish payment plans for taxpayers or businesses.
• Interpret and apply state and federal tax laws to resolve issues.
• Assist supervisors with workload planning and policy interpretation.

Skills

Bilingual English/Spanish

Customer service

Tax knowledge

Communication skills

Attention to detail

Job description

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Begin a fulfilling career with the State of Indiana by joining one of the largest employers in the state, offering a range of opportunities across 60+ agencies. At the state, you'll find competitive compensation, a robust benefits package and a commitment to work-life balance. Most importantly, you'll have the chance to make a real and measurable impact on the lives of Hoosiers across Indiana.

About the Indiana Department of Revenue (DOR):

The Indiana Department of Revenue team is comprised of over 700 staff that are located in 13 locations across the state of Indiana. We work collaboratively with the Indiana Governor's office, the General Assembly, state agencies, individuals, business owners, corporations, tax practitioners, and a variety of tax program participants to administer Indiana's tax laws. DOR administers over 65 tax types and annually processes nearly $21 billion of tax revenue. Our mission is to serve Indiana by administering tax laws in a fair, secure, and efficient manner.

Role Overview:

The Tax Call Center CSR (Tax Analyst) works to ensure the highest level of customer focus, with a strong commitment to the taxpayers of Indiana through continuous, innovative methods to increase accuracy, efficiency, and productivity in all areas of departmental operations tax administration. Experience is preferred but not required.

A comprehensive 6-week tax training program will be provided to all new employees, along with ongoing training and support.

This role requires that you are fluent in speaking, reading, and writing in English and Spanish.

The salary for this position traditionally starts at $42,900.00 but may be commensurate with education and work experience. Use our Compensation Calculator to view the total compensation package.

A Day in the Life:

The essential functions of this role are as follows:

• Prepare, conduct,and evaluatetraining courses for individual and sales tax and with procedural issues.
• Correspondwith taxpayers by telephone, in writing, or in person for providing technical tax information, tax law interpretation and procedural information in order to ensure compliance with state and federal laws.
• Provideassistance to taxpayers in person, by phone, or mail by advising, instructing, and furnishing information with respect to taxes collected by the Indiana Department of Revenue (DOR) (sales, withholding, income, county innkeepers, food and beverage, motor corporations, motor fuel and special taxes);
• Auditvarious Department of Revenue tax returns and contacts taxpayers.
• Computeand issuerefunds or delinquency notices.
• Comparestate and federal tax returns to ensure accuracy of state return.
• Computeand assesspenalty and interest paid on delinquent taxes.
• Establishpayment plans for a taxpayer or business.
• Assistlower-level Tax Analysts regarding policy interpretation and procedures.
• Assistsupervisor with workload distribution and short-term planning.
• Interpretand applystate and federal tax laws, rules, and regulations in identifying and resolving technical tax problems.
• Collectdata or information necessary for the conduct of a public hearing or trial.
• Preparestatistical reports regarding production and output and backlogs.

The job profile is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.

What You'll Need for Success:

Individuals in this role should minimally be able to articulate or demonstrate the following:

• Extensive knowledge of state and federal tax laws, rules and regulations applying to each of the several types of taxes.
• Extensive knowledge of the procedures for properly preparing various tax return forms.
• Considerable knowledge of federal and state laws and legal procedures pertinent to estates and trusts;
• Ability to interpret and apply tax laws and regulations to individual situations.
• Broad knowledge of accounting and bookkeeping;
• Working knowledge of data processing procedures.
• Working knowledge of computers, both technical and word processing.
• Ability to discuss and settle tax problems using various legal resources.
• Effectively communicate, both orally and in writing.
• Ability to apply and understand ethics and confidentiality laws.

A degree is not required.

Individuals should have the ability to perform essential functions with or without reasonable accommodation.

Supervisory Responsibilities/Direct Reports:

This role may be utilized in a supervisory capacity based on agency needs.

Benefits of Employment with the State of Indiana:

The State of Indiana offers a comprehensive benefit package for full-time employees which includes:

• Three (3) medical plan options (including RX coverage) as well as vision and dental plans
• Wellness Rewards Program: Complete wellness activities to earn gift card rewards
• Health savings account, which includes bi-weekly state contribution
• Deferred compensation 457(b)account (similar to401(k) plan) with employer match
• Two (2) fully-funded pension plan options
• A robust, comprehensive program of leave policies covering a variety of employee needs, including but not limited to:
  • 150 hours of paid New Parent Leave and up to eight weeks of paid Childbirth Recovery Leave for eligible mothers
  • Up to 15 hours of paid community service leave
• Combined 180 hours of paid vacation, personal, and sick leave time off
• 12 paid holidays, 14 on election years
• Education Reimbursement Program
• Group life insurance
• Employee assistance program that allows for covered behavioral health visits
• Qualified employer for the Public Service Loan Forgiveness Program
• Free Parkingfor most positions
• Free LinkedIn Learningaccess

The State of Indiana is an Equal Opportunity Employer and is committed to recruiting, selecting, developing, and promoting employees based on individual ability and job performance. Reasonable accommodations may be available to enable individuals with disabilities to complete the application and interview process as well as perform the essential functions of a role. If you require reasonable accommodations to complete this application, you can request assistance by contacting the Indiana State Personnel Department at [e-mail] .