Review Vacancy
AgencyTaxation & Finance, State
TitleTaxpayer Services Specialist 1 (NY HELPS)
Occupational CategoryOther Professional Careers
Bargaining UnitPS&T - Professional, Scientific, and Technical (PEF)
Salary RangeFrom $52198 to $66634 Annually
Minimum Qualifications 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. At this time, agencies may recruit and hire employees by making temporary appointments. In June 2024, if a temporary NYHELPS 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), itis 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 Trainee 1
Associate’s degree or completion of 60 semester credit hours
? Taxpayer Services Specialist Trainee 2
Associate’s degree or completion of 60 semester credit hours and one year of experience testing tax processing systems and/or resolving tax return processing errors.
? Taxpayer Services Specialist 1
An associate’s degree or completion of 60 semester credit hours and two years of experience testing tax processing systems and/or resolving tax return processing errors.
COMPETITIVE MINIMUM QUALIFICATIONS:• Current NYS employee eligible for transfer in accordance with Civil Service Laws, Rules, and Regulations. OR• Reachable on the appropriate eligible list for this title and location.
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.
Email Address External.Application@tax.ny.gov
Address
Street W. A. Harriman State Office Campus
Building 9, Room 256
Notes on ApplyingQualified candidates should copy the below web address into your browser to complete the online application for the Department of Tax and Finance. Within the application you will attach your resume, cover letter and transcripts. https://www7b.tax.ny.gov/HELP/gateway/HELP.home You may be contacted to provide your full Social Security Number for verification.