Lead Contact Representative

Summary

WHAT IS TAXPAYER SERVICES? 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): TS SC - Accounts Management - IDT/Victim Assistance - Field - Service Center, Accounts Management This job (or announcement) is open to current permanent IRS competitive service employees in Taxpayer Services business units. REVIEW THE ADDITIONAL INFORMATION BELOW FOR FURTHER DETAILS

Duties

The 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. Lead Duties 50% Serves as a team lead by providing technical and procedural guidance to employees resolving complex taxpayer inquiries involving a wide range of tax laws, regulations, compliance requirements and account related issues. Distributes, balances, and monitors workload in accordance with established priorities and workflow. Ensures equitable assignment and timely completion across telephone and inventory programs. Tracks progress and adjusts assignments as needed to meet deadlines and changing workload demands. Reviews work for accuracy, completeness, and adherence to established standards, amending or rejecting work that does not meet requirements and referring issues outside established guidelines to the supervisor. Assists employees in resolving complex or unusual cases by advising on research methods, interpretation of tax laws, and application of procedures. Maintains current knowledge of policies and directives to respond to questions and ensure consistent application of guidance. The Lead will be certified as a virtual and classroom instructor (if not already) immediately upon selection. The Lead will be expected to be a classroom instructor as needs arise. Provides classroom and on-the-job training (OJT), identifies training needs, and supports employee development by sharing technical knowledge and best practices. Resolves routine employee concerns and refers more complex issues to the supervisor. Technical Duties 50% Conducts personal and telephone interviews with taxpayers and authorized representatives, including those with varying levels of understanding and professional expertise, to respond to inquiries initiated by taxpayers, notices, or internal assignments. Provides comprehensive explanations and guidance on complex issues involving multiple bodies of tax law and regulations with differing requirements and conditions, including those subject to frequent legislative and administrative changes. Depending on the skill level and training, the duties may include, but are not limited to: adjusting tax return accounts, answering tax law questions, helping taxpayers directly or by transferring to the correct application using the Telephone Transfer Guide, preparing substitute returns, proposing more assessments, securing delinquent returns, resolving delinquent accounts, responding to correspondence, providing functional support (i.e., other duties as assigned), making appointments for Taxpayer Assistance Centers (TACs), referring taxpayers to Low Income Tax Clinics (LITCs). Applies advanced interviewing and analytical techniques to assess individual circumstances, elicit sensitive personal and financial information, and ensure compliance with reporting and disclosure requirements. Researches and analyzes records, case details, and inquiry characteristics to develop accurate conclusions and provide tailored guidance. Exercises sound judgment in evaluating complex or sensitive matters, including distinguishing between errors and potential noncompliance. Advises taxpayers and employees on actions required to achieve voluntary compliance by explaining filing requirements, computing or estimating tax liabilities, and outlining potential assessments. Addresses issues involving varied income sources, deductions, credits, and carryover provisions requiring application of tax code provisions and precedents. Performs mentoring, coaching, and individual guidance to ensure employee success, other duties as assigned. STANDARD POSITION DESCRIPTIONS (SPD): PD92409 Visit the IRS SPD Library to access the position descriptions.

Qualifications

Federal 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 -09: You must have one (1) year of specialized experience at a level of difficulty and responsibility equivalent to the GS-08 grade level in the Federal service. Specialized experience for this position includes: Applying the methods, precedents, and guidelines related to individual and/or business accounts and the specialization of the assigned workload to advise taxpayers of their rights and appeals procedure; Researching accounts and dealing with all individuals including third party representatives, often in sensitive situations, including those where individuals are evasive, irate, and unwilling to accept the Service's or Employers position as to the determination of their account; Servicing internal and external customers by identifying organizational functions, terminology, quality assurance techniques, and reporting requirements in order to coordinate workflow and resolve related problems; Assessing the performance capabilities of employees in order to assign work appropriately; Experience with organizational office operation, processing and procedures and administrative policies, to support the supervisor or to use when acting as supervisor; Experience utilizing inventory management procedures to control casework and conduct research; Experience coaching, instructing, and/or evaluating subordinates. AND You must also meet the following requirement(s): TIME AFTER COMPETITIVE APPOINTMENT (TACA): By the closing date (or if this is an open continuous announcement, by the cut-off date) specified in this job announcement, 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-05, 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.

Education

A college or university degree generally must be from an accredited (or pre-accredited) college or university recognized by the U.S. Department of Education. For a list of schools which meet these criteria, please refer to Department of Education Accreditation page. FOREIGN EDUCATION: Education completed in foreign colleges or universities may be used to meet the requirements. You must show proof the education credentials have been deemed to be at least equivalent to that gained in conventional U.S. education program. It is your responsibility to provide such evidence when applying. Click here (Section 3, Explanation of Terms) or here for For