ARIZONA DEPTARTMENT OF REVENUE

Funding Arizonas future through excellence in innovation exceptional customer service and public servantled continuous improvement.

All Arizona State employees operate within the Arizona Management System (AMS) an intentional resultsdriven 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.

Address: 1600 W. Monroe Street Phoenix AZ 85007

Salary: $19.71 an hour ($41000 annualized)

Grade: 18

Closing Date: Open Until Closed

This position may require inoffice/inperson training until needed competencies are learned but then mayoffer the ability to work remotely within Arizona based upon the departments business needs and continual meeting of expected performance measures.

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.

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 escalate 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

Agency/Department Compliance & Continuous Improvement

• Remains current on all laws regulations policies and best practices related to taxation through regular engagement in activities such as: selfdirected research conferring with other practitioners and technical experts; subscriptions to regulatory/legal/industry newsletters and briefs; membership industry associations and attendance at meetings/events; and or participation in training and others continuing education opportunities.

• Actively contributes to team and individual effectiveness through the following:

  • Attends staff meetings and huddles of work unit or district; and may cascade and track information as indicated

  • Completes all required training in a timely manner.

  • Participates in assigned work teams as appropriate.

  • May complete periodic metrics projects huddle boards and reports as requested.

  • Prepares for and actively participates in 1:1 coaching with supervisor

• Maximizes work processes and deliverables through lean principles within the Arizona Management System (AMS); and provides recommendations for process improvement and engages in continuous improvement efforts as assigned.

Miscellaneous

• Confers with attorneys on complex case issues as needed
• Other duties as assigned

Education & Experience
Any combination that meets the knowledge skills and abilities (KSA); typical ways KSAs are obtained may include but are not limited to: a High School Diploma (HSD) or General Education Degree (GED) coursework training and work experience relevant to the assignment.
Minimum of one year customer service experience

Licenses & Certifications
None required

Knowledge/Understanding
Basic knowledge and understanding of Federal and State tax statutes administrative rules and regulations
Basic knowledge and understanding of tax collection enforcement rules and regulations
Knowledge of investigative and research techniques
Knowledge of lien laws pertaining to personal and real property for consensual liens and statutory liens from agencies such as the IRS
Knowledge of tax filing requirements and supporting documentation necessary to process tax returns

Skills
Strong communications skills to include verbal written and active listening with the ability to convey taxrelated information in laymans 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

Abilities
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
Demonstrated ability to work with a high degree of autonomy and also participate collaboratively as part of a team
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 ADORs core values of Do the Right Thing Commit to Excellence and Care About One Another

Additional Job Demands
In the course of performing the essential duties one must be able to exert up to 20 pounds of force occasionally and/or up to 10 pounds of force frequently and/or a negligible amount of force constantly to move objects
No substantial exposure to adverse environmental conditions (such as in typical office or administrative work)
If completing work remotely must perform job duties in a dedicated secured space with internet access

Experience with Continuous Improvement Six Sigma and/or LEAN
Bilingual in EnglishSpanish with strong reading writing and speaking skills

The final candidate will be required to abide by the the following preemployment checks:
Employment and Education Verification
State and Federal Criminal Background Check including fingerprinting
Arizona Tax Filing Records Check
If applicable ASEDRA Authorized Driver Identification Check

All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (EVerify).

The State of Arizona provides a world class comprehensive benefits package including:
Paid time off for holidays sick days annual leave military leave bereavement leave and civic duty leave
Paid Parental LeaveUp to 12 weeks per year paid leave for newborn or newlyplaced foster/adopted child (pilot program).
A robust and affordable insurance plan that includes medical dental vision life insurance shortterm and longterm disability options.
Higher education discounts for State employees and tuition reimbursement up to $5250 per fiscal year available to seek further career advancement or certification in Continuing Professional Education.
Worklife balance and additional options for life betterment such as the Infant at Work Program State Wellness Program Public Transit Discounts Alternate Work Schedules and Telework opportunities.

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

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: Us:

Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by contacting the Human ResourcesTalent Team. Requests should be made as early as possible to allow time to arrange the accommodation.

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

If you have any questions please contact the ADOR Human ResourcesTalent Team at for assistance.