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Internal Revenue Service Contact Representative *Seasonal* in Andover, Massachusetts

Summary

WHAT IS THEWAGE & INVESTMENTDIVISION? The Wage & Investment Division (W&I) serves about 122 million taxpayers who file upwards of 94 million returns each year. Key W&I objectives are to provide high-quality taxpayer assistance, and to enable taxpayers to transact and communicate electronically to file their returns, make payments and receive assistance. See "Other Information" for Locations.

Responsibilities

WHAT DOES A CONTACT REPRESENTATIVE DO? IRS Contact Representatives work primarily with taxpayers and their representatives through telephone or face-to-face contact. You would provide authoritative tax law assistance and take action where needed to resolve their tax issues, often involving delinquent situations. Actions needed might include analyzing the taxpayer's ability to pay, initiating liens, and negotiating installment payment agreements.As a Contact Representative you will: Provide technical assistance to individuals and/or businesses primarily through telephone interaction in a dynamic call center environment, and/or face-to-face contact;

Address wide range of issues/problems that require unique solutions;

Apply the tax code to assist taxpayers in understanding and meeting their tax responsibilities;

Secure, analyze and protect sensitive personal and financial information;

Make determinations and use sound judgment to resolve taxpayer disputes and delinquency issues; And

Develop, analyze and evaluate information involving the research of computerized records by accessing multiple online/database systems. WHERE CAN I FIND OUT MORE ABOUT OTHER IRS CAREERS? If you want to find out more about IRS careers, visit us on the web at www.jobs.irs.gov

Requirements

Conditions of Employment

Refer to Other Information.

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Must be a U.S. Citizen or National

.

Qualifications

You must meet the following requirements by the closing date of this announcement: GS-05 LEVEL: You must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-04 grade level in the Federal service. Specialized experience for this position includes: experience that may have been gained in work with records, documents or financial accounts which involved applying established rules and procedures, or experience gained through work in positions that involved frequent contact with the public researching and responding to non-routine requests for information orally or in writing. The following are examples of specialized experience that may be qualifying and are not all inclusive. Applying laws, rules or regulations and written guidelines; Experience gained in an environment conducting face to face and/or telephone interviews (e.g., collection agency, telemarketing, customer service, sales) resolving problems and issues; Negotiating with others to resolve issues; Performing administrative and technical procedures using a computer to locate and review records and reconcile discrepancies; Experience working with records or financial accounts applying established rules and procedures (e.g., basic accounting, credits and debits, researching and/or adjusting accounts). OR You may substitute education for specialized experience as follows: completed at least 4 years of education above the high school level leading to a Bachelor’s degree (120 semester hours, 180 quarter hours or 2880 formal classroom hours) or a Bachelors or higher degree. OR You may qualify by a combination of experience and education. Options for qualifying based on a combination will be identified in the online questions-The experience may have been gained in the public sector, private sector or Volunteer Service. One year of experience refers to full-time work; part-time work is considered on a prorated basis.-To ensure full credit for your work experience, please indicate dates of employment by month/year, and indicate number of hours worked per week, on your resume.

Education

Additional Information

60 (Sixty) positions are located in Wage & Investment Service Centers, Andover Accounts Management be filledat the following: Andover MA. The anticipated start date is 6/21/2021.

CONDITIONS OF EMPLOYMENT: We may select from this announcement or any other source to fill one or more vacancies. Additional jobs may be filled.- This is a bargaining unit position.- A 1-year probationary period is required.- Must successfully complete a background investigation including an FBI criminal history record check (fingerprint check).- Complete a Declaration for Federal Employment to determine your suitability for Federal employment, at the time requested by the agency- If you are a male applicant born after December 31, 1959, certify that you have registered with the Selective Service System or are exempt from having to do so.- Have your salary sent to a financial institution of your choice by Direct Deposit/Electronic Funds Transfer.- Go through a Personal Identity Verification (PIV) process that requires two forms of identification from the Form I-9. Federal law requires verification of the identity and employment eligibility of all new hires in the U.S.- Undergo an income tax verification and review of prior performance/conduct.- Season is from 6-8 months.- Career/Career Conditional appointment with a full-time seasonal work schedule subject to recall when workload increases.- Tour of Duty:Monday - Friday Day Shift 7:00 a.m.to 3:30 p.m.; Swing Shift 4:00 p.m.to 12:30 a.m.- Eligible for Health and Life Insurance.

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