NY HELPYes

AgencyTaxation & Finance, State

TitleTaxpayer Service Representative 1 (NY HELPS)

Occupational CategoryOther Professional Careers

Salary Grade11

Bargaining UnitASU - Administrative Services Unit (CSEA)

Salary RangeFrom $46306 to $56743 Annually

Employment Type Full-Time

Appointment Type Contingent Permanent

Jurisdictional Class Competitive Class

Travel Percentage 0%

Workweek Mon-Fri

Hours Per Week 37.5

Workday

From 8:30 AM

To 4:30 AM

Flextime allowed? No

Mandatory overtime? No

Compressed workweek allowed? No

Telecommuting allowed? Yes

County Schenectady

Street Address 93 W. Campbell Rd

City Schenectady

StateNY

Zip Code12306

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. This title is part of the New York Hiring for Emergency Limited Placement Statewide Program (NY HELPS). 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 Representative Trainee, Grade 9: One year of 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 30 semester credit hours of college-level study.
Taxpayer Services Representative 1, Grade 11: Two years of 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 60 semester credit hours of college-level study.

COMPETITIVE MINIMUM QUALIFICATIONS

•Reachable on the appropriate Civil Service Eligible List for this title and location.

OR

•Current New York State employee eligible for transfer in accordance with Civil Service Laws, Rules, and Regulations.

Duties Description Taxpayer Services Representative 1

-Provide responses via telephone that fully address the needs of all callers over a wide range of inquiries relating to interactions by Businesses and Individuals with the state of New York. These will include both tax and non-tax questions and concerns. Listen attentively, extract and assimilate pertinent facts enabling the representative to provide clear, concise, accurate answers.

· Ability to read, understand and apply laws, procedures, rules, regulations and guidelines.

· Ability to effectively communicate and articulate orally and in writing.

· Research and locate answers to citizen inquiries using all available tools, including the digital knowledgebase as well as other databases at DTF and other NYS agencies.

· Manually process calls utilizing a digital telephone console which enables the representative to receive incoming calls, execute intra system transfers, and provide data as to performance.

· Utilize personal computer requiring manipulation of a standard alphanumeric keyboard to produce documents including letters, forms, email, etc., to process forms and publications and to access taxpayer data related to refund claims, account information, registrations, permits and return processing errors.

· Act in a calm, courteous and reasonable manner even under very difficult, highly stressful, and at times, confrontational circumstances.

· Access pertinent information from various processing and imaging systems to identify and accurately resolve taxpayers' issues related to assessments and
overpayments.

· Adjust taxpayer accounts, liabilities, and overpayments, update appropriate case contact and event information and informal protest screens, create resolution letters, bills, and encourage full payment of outstanding liabilities

· Prepare all documentation to issue manual refunds.

· Correspond orally and in writing to taxpayers, clearly and concisely addressing all issues related to an inquiry or protest in a courteous and polite manner.

· Periodically report/record productivity.

· Must be able to work mandatory overtime if required.

· Must comply with all department time and attendance rules and regulations.

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

Email Address External.Application@tax.ny.gov

Address

Street W. A. Harriman State Office Campus

Building 9, Room 256

City Albany

State NY

Zip Code 12227

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.