About this role
Job SummaryWHAT IS THE TAXPAYER SERVICES DIVISION? A description of the business units can be found at: https://www.jobs.irs.gov/about/who/business-divisions Position(s) are to be filled in following area(s): Taxpayer Services - Accounts Management - (62) Vacancies REVIEW THE ADDITIONAL INFORMATION BELOW FOR FURTHER DETAILS
QualificationsFederal experience is not required. Experience may have been gained in the public sector, private sector or through Volunteer Service. One year of experience refers to full-time work; part-timework is considered on a prorated basis. To ensure full credit for your work experience, please indicate dates of employment by month/day/year, and indicate number of hours worked per week, on your resume. You must meet the following requirements by the closing date of this announcement. Specialized Experience: GS-8 Level: You must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-7 grade level in the Federal service. Specialized experience includes: Applying the methods, precedents, and guidelines related to individual and/or business accounts to determine the appropriate amount of tax, penalties, interest, or payments; Applying methods, precedents, and guidelines related to Accounts Management programs (e.g. applying IRM guidelines to review case actions and ensure compliance with established procedures); Communicating specialized information with internal and external customers verbally or in writing to clarify and resolve their account or tax issues and to fully advise the taxpayer of options available for meeting tax obligations and assessing the effectiveness and accuracy of those communications; Working and/or dealing with individuals including, third party representatives, where individuals are evasive, irate, and unwilling to accept the Service's or Employers position as to the determination of their account; Using interviewing techniques (e.g., disclosure requirements) to obtain and exchange information regarding reported or under-reported items; Experience using on-line systems, investigative techniques and procedures to research materials to make determinations; Written communication in order to prepare and present reports, draft proposals, conduct presentations, coordinate work processes and provide constructive feedback to improve quality and performance. You must also meet the following requirement(s): TIME AFTER COMPETITIVE APPOINTMENT (TACA): Current civilian employees must have completed at least 90 days of federal civilian service since their latest non-temporary appointment from a competitive referral certificate, known as time after competitive appointment. For this requirement, a competitive appointment is one where you applied to and were appointed from an announcement open to "All US Citizens". TIME IN GRADE (TIG): For positions above the GS-05, applicants must meet applicable time-in-grade requirements to be considered eligible. One year (52 weeks) at the next lower grade level is required to meet the time-in-grade requirements for the grade you are applying for. For positions at the GS-5, you cannot advance to the GS-05 if you have held a GS-02 in the past 52 weeks. There is no TIG restriction for GS-02, 03, or 04 positions. For more information on qualifications please refer to OPM's Qualifications Standards.
Major DutiesThe following are the duties of this position at the full working level. If this vacancy includes more than one grade and you are selected at a lower grade level, you will have the opportunity to learn to perform these duties and receive training to help you grow in this position. Completes evaluative review on toll-free telephone calls utilizing the Contact Recording System, and/or reviews closed paper cases using the electronic Correspondence Imaging System (CIS), evaluating the effectiveness of the call/case, identifying if all customer issues were resolved and actions taken were complete and correct. Evaluates current procedures and policy, proposing appropriate action which may include changes Probe and Response Guide, Interactive Tax Law Assistant (ITLA) and Internal Revenue Manual (IRM) revisions. Measures the accuracy of service provided to AM customers. Uses quality monitoring techniques: contact recording, CIS, and diagnostic reports to assess quality and to identify trends affecting quality. Results may indicate training needs, procedural problems or areas needing emphasis. Maintains current knowledge of procedures, policies and directives, answers questions, and provides both classroom and On Job Training (OJT) instructions to employees. STANDARD POSITION DESCRIPTIONS (SPD): PD98332 Visit the IRS SPD Library to access the position descriptions.RequirementsProbationary Period - A person who is required to go through a probationary period and then is transferred, promoted, demoted, or reassigned before he or she completes such period is required to complete the remainder of the probationary period in the new position. ADDITIONAL REQUIREMENTS SHOWN IN QUALIFICATIONS SECTION