Taxpayer Services Representative 1(NY HELPS)

New York State Department of Taxation and Finance; Latham (NY); On-site; USD 44,000 - 55,000; Full time

Job summary

New York State Department of Taxation and Finance seeks a motivated candidate for a role within the Processing and Shared Services Bureau. The incumbent will perform day-to-day unit activities, including high-speed document processing, remittance depositing, data entry and exception work for multiple taxes.

Responsibilities include communicating with taxpayers, tax professionals and software developers; following procedures; working independently; and using department systems.

Qualifications

• One year of full-time experience providing information concerning programs, policies, and procedures; resolving problems; or reconciling accounts.
• Thirty semester credit hours of college-level study.
• Two years of full-time experience in providing information, resolving problems, or reconciling accounts.
• Sixty semester credit hours of college-level study.
• If you qualify with education, you must include proof of education with your application.

Responsibilities

• Communicate with taxpayers, tax professionals and software developers in writing and verbally.
• Follow established procedures, policies, and guidelines.
• Work independently and monitor multiple work assignments with good judgment.
• Complete assignments with minimal supervision.
• Demonstrate knowledge of prescribed software and department systems; suggest improvements.
• Access information from processing and imaging systems to resolve taxpayer issues.
• Adjust taxpayer accounts and process tax returns, payments and documents.
• Use a computer to produce documents and access taxpayer data.
• Demonstrate initiative, a strong work ethic and ability to work in a team.
• Read, understand and apply laws, procedures, and regulations with or without clear direction.
• Research and analyze information, draw conclusions and make recommendations.
• Assist with oral and written reports and presentations.

Skills

Verbal communication

Written communication

Attention to detail

Time management

Education

60 semester credits

30 semester credits

Job description

Duties Description

The Processing and Shared Services Bureau consists of the following units:

• Document Imaging
• Liability Correspondence
• Return Data Management (RDM)
• Returns Processing Center (RPC)
• Returns Processing Center Support (RPCS)

Under The Supervision Of a Taxpayer Services Representative 2 Or Taxpayer Services Specialist 2, The Incumbent Will Perform The Day-to-day Activities Of a Unit Whose Function Is To Perform High Speed Document Processing, Remittance Depositing, Data Entry, Electronic Form Insertion, And Exception Work For Multiple Taxes. Activities Include But Are Not Limited To The Following

• Effectively and logically communicate both verbally and in writing with both internal and external customers, such as taxpayers, tax professionals and software developers. Listen attentively, extract and assimilate pertinent facts to provide clear, concise, accurate answers.
• Follow established procedures, policies, and guidelines.
• Work independently and exercise good judgment in monitoring multiple work assignments.
• Complete assignments independently with minimal supervisory oversight.
• Demonstrate acceptable knowledge and skill in the use of prescribed software, department systems, and other tools to effectively complete assignments. Recommend system and procedural changes.
• Access pertinent information from various processing and imaging systems to identify and accurately resolve taxpayer or tax professional issues.
• Adjust taxpayer accounts and process tax returns, payments, and documents.
• Use a personal computer requiring the manipulation of a standard alphanumeric keyboard to produce documents including letters, forms, email or to access taxpayer data related to refund claims, account information, registrations, permits and return processing errors.
• Demonstrate initiative, self-motivation, a strong work ethic, a commitment to the success of assignments, and the ability to work well in a team environment.
• Read, understand, and apply laws, procedures, rules, regulations and guidelines where clear precedents and detailed direction may or may not exist.
• Research and analyze information received, draw conclusions using sound judgment and make quality decisions and recommendations.
• Assist with the creation of oral and written reports and presentations.
• Adhere to the Department’s time and attendance rules and regulations. Perform with the highest level of integrity, acting within the Department’s code of conduct, state ethics laws and department policies.

Qualifications

Minimum Qualifications

Note: This position may be filled as a one-year traineeship. Advanced placement in the traineeship is at the discretion of the hiring agency. To ensure proper credit for your experience, your resume should clearly list all of the duties you performed for each position. You must include start and end dates for each position with the month and year.

This title is part of the New York Hiring for Emergency Limited Placement Statewide Program (NY HELPS).

For the duration of the NY HELPS Program, this title may be filled via a non-competitive appointment, which means no examination is required but all candidates must meet the minimum qualifications of the title for which they apply.

Within one year of permanent appointment, it is expected employees hired under NY HELPS will have their non-competitive employment status converted to competitive status, without having to compete in an examination. Employees will then be afforded with all of the same rights and privileges of competitive class employees of New York State. While serving permanently in a NY HELPS title, employees may take part in any promotion examination for which they are qualified.

Non-competitive (ny Helps) Minimum Qualifications

Taxpayer Services Representative Trainee (Equated to SG- 9: starting salary $44,560)

• One year of full-time experience in a position where primary responsibility is providing information concerning and/or explaining programs, policies, and/or procedures; resolving problems; or reconciling accounts

OR

• Thirty semester credit hours of college-level study

Taxpayer Services Representative 1 (SG-11: starting salary $49,841)

• Two years of full-time experience in a position where primary responsibility is providing information concerning and/or explaining programs, policies, and/or procedures; resolving problems; or reconciling accounts

OR

• Sixty semester credit hours of college-level study

If you qualify with education, you must include proof of education with your application.

• US Accredited Schools: Unofficial transcripts or diploma showing your name, the school’s name, credits earned, degree earned (if applicable) and the date the degree was earned (if applicable).
• Foreign degrees: An evaluation from one of the approved evaluators listed here: https://www.cs.ny.gov/jobseeker/degrees.cfm

55-b MINIMUM QUALIFICATIONS

• To be eligible for a non-competitive appointment through the 55-b program, you must meet the non-competitive minimum qualifications above and have a Letter of Eligibility from Civil Service dated within the last three (3) years. You must include your letter with your application. If you meet the minimum qualifications with education, you must also include proof of education with your application.

OR

• Subsequent 55-b: You must be a current NYS 55-b employee who meets the requirements for transfer and have a Letter of Eligibility from Civil Service dated within the last three (3) years. You must include your letter with your application.

Competitive Minimum Qualifications

To be eligible for a competitive class appointment, you must either be:

• Reachable on the appropriate Civil Service eligible list for this title and location. If you are canvassed, you must reply to the canvass. Applying to the posting alone does not guarantee consideration for this position.

OR

• A current NYS employee who is eligible for transfer in accordance with Civil Service Law, Rules and Regulations.

Additional Comments

New York State is an equal opportunity employer. It’s the policy of the state of New York to provide for and promote equal opportunity in employment, compensation, and other terms and conditions of employment without discrimination on the basis of age, race, color, religion, disability, national origin, gender, sexual orientation, marital status, or an arrest or criminal conviction record unless based on a bona fide occupational qualification or other exception.

Any candidate selected for this position will be subject to a review of their tax return submissions by the New York State Department of Taxation and Finance. Employment of a candidate is conditioned upon a finding by the New York State Department of Taxation and Finance that the candidate is in compliance with all local, state, and federal tax laws. In accordance with federal government requirements, the employment of any candidate selected for this position is conditioned upon successfully completing a background investigation including a criminal history record check (fingerprint check).

Note: Due to the nature of this position, newly hired employees will not be eligible to telecommute. After the specified training period, employees may be allowed to submit a telecommuting application in accordance with the Department’s policy and subject to management approval.