Tax Solution Representative

Overview

This position is part of the Taxation Division and supports a Taxpayer Service Call Center that serves over 200,000 customers each year.

Tax Examiner I roles promote voluntary compliance with tax laws through information, education, assistance, and customer service.

Responsibilities

• Educate inbound callers over the phone on specific and ambiguous tax issues administered by the Department of Revenue when callers are uncertain about Colorado statutes, policies, and procedures.
• Analyze and understand complex issues affecting taxpayers’ accounts in a fast-paced environment, while communicating clearly and effectively so callers can understand.
• Provide exceptional customer service while assisting callers with using the Department of Revenue or related entities’ websites, tax software, or service portals to file returns, submit payments, access tax information, and complete other related activities.
• Learn and adapt to changes in statutes, policies, and procedures on a frequent basis.
• Facilitate resolution of taxpayer account issues in accordance with state statutes and policies.
• Instruct taxpayers on completion of applicable forms and documents.
• Make determinations of appropriate tax collection procedures.
• Authorize or deny refunds or assessments.
• Provide information to the public regarding tax statutes, department policies and procedures, and positions on taxes administered by the department by telephone, web messages, and issuance of letters.

Training and Support

After receiving up to four months of onsite, comprehensive orientation and training, Tax Examiner I employees learn key aspects of serving as Tax Examiners.

Minimum Qualifications

• High school diploma or General Education Diploma (GED)
• AND two (2) years of experience in customer service experience
  • Six (6) months of the customer service experience must include work in accounting, bookkeeping, auditing or tax-administration.

Substitutions

• Additional appropriate education in Accounting, Business, Finance will substitute for the required experience on a year-for-year basis.
• Document relevant experience in detail in the application; experience will not be inferred or assumed.

Preferred Qualifications

• State experience working with GenTax
• Experience working with state, county or municipal taxes
• Experience in bookkeeping, technical accounting, tax administration, business economics, finance
• Proficiency with Microsoft Office and Google Workspace
• Previous call center experience

Residency Requirement

This posting is only open to residents of the State of Colorado at the time of submitting your application.

Conditions of Employment

• Employees are in a position of public trust and must maintain the highest standards of honesty, integrity, and public confidence.
• As a condition of employment, all personnel must file all necessary Colorado Individual Income Tax (CIIT) returns and pay tax obligations. This requires a pre-employment evaluation of tax records/accounts to ensure compliance.
• Final candidates must complete a successful background investigation and reference check prior to appointment.
• Certain positions based on duties may require scheduled background investigations.
• Under the Universal Driving Standards Policy, workers expected to drive a State-owned vehicle are responsible for maintaining a safe driving record and a valid driver license prior to driving any State-owned vehicle.
• Per the new fleet vehicle policy, Motor Vehicle Records (MVRs) will be pulled for review for workers who:
  • Have an assigned State fleet vehicle
  • Are required to operate a vehicle as part of the position
  • Utilize a State fleet vehicle as a pool vehicle

Compensation & Benefits

• Salary: $25.43 hourly
• Benefits for permanent employees include:
  • PERA retirement benefits including PERA Defined Benefit Plan, PERA Defined Contribution Plan, plus 401K and 457 plans
  • Medical, Dental, and Vision insurance
  • Automatic Short-Term and Optional Long-Term Disability Coverage
  • Life and AD&D Insurance
  • Flexible Spending Accounts (FSAs)
  • Family Medical Leave Act (FMLA) job protection and State of Colorado Paid Family Medical Leave (PFML)
  • 11 Paid Holidays Annually and accrued Annual and Sick Leave
  • Variety of discounts on services and products through the State of Colorado’s Work-Life Employment Discount Program

Appointment & Selection Notes

• Appointment is expected to be from the eligible list created from this posting, though the appointing authority may use another method for a valid business reason.
• Candidates selected to move forward in the hiring process will be required to participate in an in-person interview at the Denver office.

Step Pay Program

Per the requirements of the Step Pay Program, any former or current State employee must be paid a rate equal to or greater than the appropriate step pay rate within their classification’s pay range based on completed years in their current class series.

Location / Work Arrangement

This position is designated as a remote work position, meaning the selected employee will work outside of a traditional State facility, but may be required to perform work on site occasionally as determined by the supervisor.

While designated as remote, the position is part of the State classified personnel system and requires applicants to be a current Colorado Resident at the time of application per the Colorado Constitution, Article XII, Section 13.

Employees are required to be physically present in the state of Colorado every day they perform work. Any work performed out of state is strictly limited, requires a formal work plan, and must be approved in advance. Probationary employees are ineligible to work out of state.