TAX COLLECTOR 2, CUSTOMER CARE

Arizona State Government; Phoenix (AZ); Hybrid; USD 37,000 - 45,000; Full time

Benefits offered by this job

Flexible schedules

Remote work option

Paid holidays

Wellness plans

Job summary

The Arizona Department of Revenue is seeking a Tax Collector 2, Customer Care to collect delinquent tax liabilities across various tax types. The role involves contacting taxpayers, negotiating payment plans, and educating for voluntary compliance.

Remote work with occasional Phoenix office presence is possible based on performance and needs. Responsibilities include handling inquiries, maintaining case records, and escalating issues as needed while upholding confidentiality and ADOR values.

Qualifications

• Clear a comprehensive background and clearance process including FBI fingerprint check.
• Read, interpret, and apply complex tax-related information, laws and contracts.
• Maintain confidentiality and handle information appropriately.

Responsibilities

• Engage taxpayers via phone, email, or other means to resolve delinquencies.
• Answer inquiries and provide information to taxpayers.
• Refer escalated issues to designated departments or leads.
• Document interactions and actions taken.
• Notify customers of results or actions taken by the agency.
• Assess validity of inquiries with relevant information.
• Educate taxpayers to promote voluntary compliance.
• Negotiate payment arrangements for delinquent liabilities.

Skills

Strong communications

Negotiation & persuasion

Time management

Interpersonal skills

Problem solving

Education

Diploma (HSD) or GED

Tools

Windows PC

Google Suite

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. All Arizona State employees operate within the Arizona Management System (AMS), an intentional, results-driven approach for doing the work of state government. Our goal is for every ADOR team member to reflect on individual and team performance, reduce waste, and commit to continuous improvement with sustainable progress. Through AMS, every ADOR team member seeks to understand customer needs, identify problems, improve processes, and measure results.

TAX COLLECTOR 2, CUSTOMER CARE

Job Location:

Education and Compliance Division 1600 W Monroe St. Phoenix, AZ 85007

Posting Details:

Salary: $40,996.00

Grade: 17

Closing Date: 9/22/2026

Job Summary:

The Tax Collector 2, Customer Care is responsible for the collection of delinquent tax liabilities of assigned cases on behalf of the Department of Revenue. Via ticketing system assignments, tax cases could include Individual Income, Corporate Income, Withholding, and Transaction Privilege Tax (TPT) cases. This role contacts and completes the collection of tax liabilities and delinquencies via phone calls, emails, or other means of contact to negotiate payment plans and/or enforce collection activities. All work is to be completed while educating taxpayers and promoting voluntary taxpayer compliance. This role is eligible for remote work with occasional presence in the Phoenix office.

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.

Job Duties:

Service Delivery

• Engages in inbound and outbound communication with taxpayers via phone call, email, or other means to resolve delinquent tax liabilities, as assigned
• Assist and answer questions/inquiries from taxpayers
• Refer and/or escalation taxpayer grievances to designated departments or unit leads/supervisors
• Keep record of interactions/transactions and record details of the inquiry and the actions taken
• Contact customers to respond to inquiries and/or to notify them of results or actions taken by the agency
• Obtain and examine all relevant information to assess the validity of inquiries
• Educates taxpayers and promotes voluntary compliance by reviewing financial statements, providing supporting documentation, and offering assistance on how to obtain and maintain tax compliance
• Conducts case research, locates returns, and audits records, as assigned
• Negotiates payment arrangements for delinquent tax liabilities

Knowledge, Skills & Abilities (KSAs):

Ability

• 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 read, interpret, disseminate, and apply complex and comprehensive tax related information, laws, policies, legislative proposals, and contracts
• Ability to work in a confidential manner, ensuring information is shared with internal and external individuals in an appropriate manner
• Ability to think creatively, critically, and strategically when analyzing and proposing compliance solutions
• 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 intermediate analytical skills to include collecting all the relevant information and data needed to address the problem; organizing, classifying and synthesizing the data into fundamental issues; from the information, 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

Skill

• Strong communications skills, to include verbal, written, and active listening with the ability to convey tax-related information in layman's terms
• Effective organization and time management skills with the ability to make measurable progress on multiple priorities
• Strong interpersonal skills and demeanor
• Strong negotiation and persuasion skills
• Proficient in the use of a PC/laptop in a Windows environment; in the use of the Internet; and in the use of Google Suite applications such as Gmail, Sheets, Docs, and Drive
• Proficient in the use of tax reporting systems

Ability

• 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 read, interpret, disseminate, and apply complex and comprehensive tax related information, laws, policies, legislative proposals, and contracts
• Ability to work in a confidential manner, ensuring information is shared with internal and external individuals in an appropriate manner
• Ability to think creatively, critically, and strategically when analyzing and proposing compliance solutions
• 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 intermediate analytical skills to include collecting all the relevant information and data needed to address the problem; organizing, classifying and synthesizing the data into fundamental issues; from the information, 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):

Diploma (HSD) or General Education Degree (GED), coursework, training, and work experience relevant to the assignment. Previous experience ensuring customer satisfaction. Experience with Continuous Improvement/LEAN Bilingual in English-Spanish with strong reading, writing and speaking skills

Pre-Employment Requirements:

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

• Employment Verification and Reference Checks
• State and Federal Criminal Background Check, including fingerprinting
• Arizona Tax Filing Records Check
• If applicable, ASEDRA Authorized Driver Identification Check

If this position requires driving or the use of a vehicle as an essential function of the job to conduct State business, then the following requirements apply: Driver’s License Requirements.

Benefits:

The State of Arizona provides a world class comprehensive benefits package including:

• Affordable medical, dental, life, and short-term disability insurance plans
• Participation in the Arizona State Retirement System (ASRS) and long-term disability plans
• 10 paid holidays per year
• Vacation time accrued at 4.00 hours bi-weekly for the first 3 years
• Sick time accrued at 3.70 hours bi-weekly
• Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child (pilot program).
• Deferred compensation plan
• Wellness plans
• Tuition Reimbursement
• Infant at Work Program
• Rideshare and Public Transit Subsidy
• Career Advancement & Employee Development Opportunities
• Flexible schedules to create a work/life balance

Learn more about the Paid Parental Leave program here. For a complete list of benefits provided by The State of Arizona, please visit our benefits page

Retirement:

Top ranked Arizona State Retirement System (ASRS) provides 100% employer matched contributions (enrollment eligibility will be effective after 27 weeks of State employment). ASRS provides a lifelong benefit based on years of service earned, or worked, and your ending salary. Learn more about ASRS at: https://www.azasrs.gov/content/new-and-prospective-members.

Contact Us:

If you have any questions, need assistance, or would like to request a reasonable accommodation, please contact the ADOR Talent Team at [e-mail]

*The State of Arizona is an Equal Opportunity/Reasonable Accommodation Employer.