Lead Contact Representative, Centralized Evaluative Review (CER)

Internal Revenue Service; Seattle (WA); On-site; USD 60,000 - 80,000; Full time

Job summary

Internal Revenue Service in Fresno Directorate seeks a candidate to manage taxpayer accounts. The role focuses on applying guidelines to determine tax amounts, communicating options to taxpayers, and resolving complex account issues with accuracy and professionalism.

The position emphasizes reviewing case actions, maintaining case inventories, and using online systems to support determinations, while producing clear written reports and coordinating related processes.

Qualifications

• You must have one year of specialized experience at a level equivalent to GS-08.
• Specialized experience includes applying methods to determine the amount of tax, penalties, interest, or payments.
• Experience applying IRS/OPM guidelines to review case actions and ensure compliance with procedures.
• Experience communicating specialized information with internal and external customers verbally or in writing to explain options for tax obligations.
• Experience handling individuals or third‑party representatives who may be evasive or irate in resolving account issues.
• Using interviewing techniques to obtain and exchange information for reported or under‑reported items; research with on‑line systems and investigative procedures.
• Written communication to prepare and present reports, draft proposals, coordinate work processes and provide feedback to improve quality.
• Using inventory management procedures to control casework and assign cases fairly; identify discrepancies in casework.

Responsibilities

• Apply methods and guidelines related to individual and/or business accounts to determine tax amounts and payments.
• Review Accounts Management case actions and ensure compliance with established procedures.
• Communicate with taxpayers and internal customers to clarify options and resolve account issues.
• Interviews to obtain information on reported items and research using online systems to make determinations.
• Prepare written reports, proposals, and coordinate work processes to improve case handling.
• Manage case inventory and assign cases in a fair, consistent manner.
• Identify discrepancies or inconsistencies in casework.

Job description

WHAT IS TAXPAYER SERVICES A description of the business units can be found at: https://www.jobs.irs.gov/about/who/business-divisions Taxpayer Services Service Center - Accounts Management - Fresno Directorate REVIEW THE ADDITIONAL INFORMATION BELOW FOR FURTHER DETAILS

As a current IRS employee, you know the great benefits we offer. Should you have any questions about benefits, please contact the Employee Resource Center (ERC) at 1-866-743-5748 option #1 for ERC.

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.

GS-09 SPECIALIZED EXPERIENCE: 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 must include:

• 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 review case actions and ensure compliance with established procedures).
• 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 and assessing the effectiveness and accuracy of those communications.
• 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; Experience using on-line systems, investigative techniques and procedures to research materials to make determinations.
• Written communication 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 was 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.