Treasury Customer Service Representative 6-E8

State-of-Michigan; Dimondale (MI); Hybrid; USD 38,000 - 54,000; Full time

Job summary

Michigan Department of Treasury is seeking a Treasury Customer Service Representative to serve as the primary contact in a service center environment, handling inquiries from taxpayers and authorized representatives via telephone and written correspondence. You will use knowledge base and case management tools to resolve delinquent tax and state debts.

This full-time role requires remote work eligibility up to five days per week with occasional onsite work, completion of a secure workspace, and

Qualifications

• High school diploma or equivalent.
• Experience in customer service or call center recommended.
• Ability to handle inquiries and resolve problems with accuracy.

Responsibilities

• Serve as primary customer contact in a service center for Treasury.
• Respond to inquiries via telephone and written correspondence.
• Use knowledge base and case management tools to update and retrieve account information.
• Process work queues generated by collection systems.

Education

High school diploma

Tools

Knowledge base systems

Case management tools

Job description

This position serves as the primary customer contact in a service center environment of the Collection Services Bureau (CSB) utilizing knowledge base and case management tools to assist customers. This employee interacts with taxpayers/debtors and their authorized representatives via telephone technologies and written correspondence, including handling inquiries from customers and/or contracted private collection partners. In accordance with established contact center standards, this position aids in the resolution of delinquent tax and state agency debts and the overall collection process. This position utilizes collection systems to answer customer inquiries regarding departmental policies, procedures, and some points of law and to update and retrieve account information regarding delinquent tax and state agency debt accounts. Further, this employee processes work queues generated by collection systems.

Position Description

Treasury Careers (michigan.gov) - Learn more about why Treasury is a Great Place to Work!

Education

Educational level typically acquired through completion of high school.

Experience

Treasury Customer Service Representative 6

One year of experience responding to customer inquiries and resolving problems.

Treasury Customer Service Representative 7

Two years of experience responding to customer inquiries and resolving problems, including one year equivalent to a Treasury Customer Service Representative 6.

Treasury Customer Service Representative E8

Three years of experience responding to customer inquiries and resolving problems, including two years equivalent to a Treasury Customer Service Representative 6 or one year equivalent to a Treasury Customer Service Representative 7.

Work must be performed in the state of Michigan. To perform the duties and responsibilities of this position, all work must be performed in Michigan. If you currently reside outside of the State of Michigan, you must commute to Michigan to perform the responsibilities and duties of this position at your official work location.

Remote Work

This position is eligible for remote work up to five days per week. Please note that occasional onsite work will be required.

Additionally, the selected candidate must have a secure, safe and appropriate designated workspace that allows privacy and prevents distractions while performing the duties of this position, as well as secure and sufficient internet access of commercial cable or wireless broadband with minimum speeds of 25 Mbps download and 5 Mbps upload.

Remote Work approval is at the discretion of the appointing authority and is subject to change and can be ended at any time for any reason. Please note that remote work is not available if you reside outside of the State of Michigan.

E-Verify

The Michigan Department of Treasury participates in E-Verify and will provide the federal government with your form I-9 information to confirm that you are authorized to work in the U.S.

Interviews

Interviews may occur virtually using Microsoft Teams. No prior experience with Teams is necessary, as instructions and tips will be provided to all candidates scheduled for an interview.

Fingerprinting

This position has a FTINPRINT sub-class code. The sub-class code indicates the position has access to Federal Tax Information (FTI) and requires passing of a fingerprint-based background check per IRS Publication 1075.

View the job specification at: https://www.michigan.gov/mdcs/-/media/Project/Websites/mdcs/JOBSPECS/T/TreasuryCustomerServiceRepresentative.pdf

The Michigan Department of Treasury is proud to be recognized at the Gold Level as a Veteran-Friendly Employer.