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Review Vacancy

Date Posted 02/05/24

Applications Due02/20/24

Vacancy ID150111

AgencyTaxation & Finance, State

TitleTaxpayer Services Specialist 1(NY HELPS)

Occupational CategoryOther Professional Careers

Salary Grade14

Bargaining UnitPS&T - Professional, Scientific, and Technical (PEF)

Salary RangeFrom $50678 to $64693 Annually

Employment Type Full-Time

Appointment Type Permanent

Jurisdictional Class Competitive Class

Travel Percentage 0%

Workweek Mon-Fri

Hours Per Week 37.5


From 8:30 AM

To 4:30 PM

Flextime allowed? No

Mandatory overtime? No

Compressed workweek allowed? No

Telecommuting allowed? Yes

County Albany

Street Address WA Harriman Campus Bldg. 8

City Albany


Zip Code12227

Minimum Qualifications NY HELPS: 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 maybe 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. At this time, agencies may recruit and hire employees by making temporary appointments. In May 2024, if a temporary NY HELPS employee is satisfactorily performing in the position, the appointment will be changed from temporary pending Civil Service Commission Action to permanent non-competitive and the official probationary period will begin.

At a future date (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 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 Minimum Qualifications: Taxpayer Services Specialist 1 Trainee:
• an associate's degree or higher OR
• 60 or more college semester credit hours.

Competitive Minimum Qualifications:
Eligible for transfer under Civil Service Law or reachable on the appropriate eligible list for this title and location in accordance with the provisions of Civil Service Law, Rules and Regulations.

Duties Description Under the supervision of a Taxpayer Services Specialist 2, activities may include but are not limited to the following:
• Collaborate in the execution of test scenarios to evaluate the accuracy of the system.

• Collaborate in the development of new business rules related to implementation of new or modifications to existing tax programs, correspondence, payment processes, etc.; and in the analysis of defects in production systems and recommend solutions to address the problem. Work closely with third party vendors to implement new or modifications to existing program, resolve issues and troubleshoot problems.

• Evaluate and monitor unit workflow to ensure unit and bureau quality and timeliness objectives are met. Identify trends, delays and problem areas from production reports and inform unit management of findings.

• Use Cognos, SAS, Advanced Query Tool, and other software to query and analyze Department data. Produce reports for Division Managers and Department Executives that present the data clearly, drawing conclusions and summarizing findings. A strong proficiency in Microsoft Excel preferred.

• Assist with providing staff accesses to Department systems.

• Assist taxpayers or their representatives by responding to Requests for Review, protests and inquires either written or by telephone. Effectively educate the taxpayer or representatives to realize the resolution of the question or protest.

• Resolve complex reconciliations of taxpayer accounts including but not limited to, account adjustments, error corrections, credit payments, refunds and liabilities, computation of tax penalties/liabilities and interest due on tax returns.

• Process various tax registration applications, which includes making out dials to taxpayers for additional information or clarification on request. Advocate for the Department at Bureau of Conciliation and Mediation Services (BCMS) hearings regarding denials of registration applications.

• Utilize phones both for outreach and incoming calls to get additional information from taxpayers or assist taxpayers and vendors with questions.

• Understand and communicate tax law and regulations from various tax law publications, Departmental databases, and other related materials such as court decisions, rulings, tax forms and schedules. Logically explain these complex technical requirements and provisions to taxpayers and/or tax practitioners, to encourage voluntary compliance.

• Provide guidance on processing issues to peers within your unit and the Department. Act as a technical instructor in formal classroom and/or on-the-job training sessions. Assist in the development and review of procedures and training materials.

• Create and analyze various reports, using information retrieved from various departmental systems and software to enter data, gather information, produce reports, access files and databases.

• Assist with the reconciliation and validation of monthly invoices for the Department’s front-end processing contracts. Make recommendations on how to handle invoice discrepancies.

• Participate in the employee recruitment process, including candidate outreach, interview scheduling, and the completion of hiring paperwork. Perform other day to day employee support activities, including providing guidance on evaluation due dates, fielding time and attendance questions, and liaising with Human Resources.

• 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 as well as independently.

• Perform with the highest level of integrity, acting within the department’s code of conduct; state ethics laws; and department policies.

• Adhere to the Time and Attendance rules and regulations of the Department.

Additional Comments The Department of Taxation and Finance (DTF) strives to provide New Yorkers with the highest level of service possible. To do so, it is of the utmost importance that we recruit and retain a high-quality, skilled, and diverse workforce. Nearly 18 million New Yorkers rely on our employees to accurately apportion funds for schools, roads, medical care, security services, conservation programs, and much, much more. We are committed to administering the state’s tax systems fairly, courteously, and cost effectively We believe the way to do this is to partner the skills, creativity, and ingenuity of our workforce with the best technologies available. When responding to this posting, please include the Vacancy ID# and title in the subject line. Please provide your resume and social security number to determine appointment transfer eligibility.
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.

Some positions may require additional credentials or a background check to verify your identity.

Name Laura Mothon

Telephone 518-457-0496

Fax 518-435-8552

Email Address


Street W. A. Harriman State Office Campus

Building 9, Room 256

City Albany

State NY

Zip Code 12227


Notes on ApplyingQualified candidates should submit a resume and unofficial transcripts, your full Social Security Number for verification. Please reference the Vacancy ID number, and the title of this position in the subject of your response to this posting.

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