CALL CENTER ASSOCIATE

The State of New Hampshire, Revenue Administration, Taxpayer Services has a full-time vacancy for a Call Center Associate.

Summary:

Examine taxpayer returns, audit settlement agreements, and other tax information for accuracy, identifying discrepancies, investigating issues, and contacting taxpayers as necessary maintain all assigned case files and perform ongoing case management activities in accordance with NH tax laws, Administrative Rules and Department policies, ensuring all statutory deadlines are met.

YOUR EXPERIENCE COUNTS – Under a recent change to the rules, an applicants relevant experience now counts towards formal education degrees referenced below! See Per 405.1 .

18 Months of additional relevant experience = Associates degree

36 Months of additional relevant experience = Bachelors degree

54 Months of additional relevant experience = Masters degree

Other information:

MINIMUM QUALIFICATIONS:

Education: Associates degree from a recognized college or technical institute with major study in accounting, business, economics, finance, computer information systems or a related field. Each additional year of approved formal education may be substituted for one year of required work experience.

Experience: Three years of experience in accounting or auditing. Each additional year of approved work experience may be substituted for one year of required formal education.

License/Certification: None required.

RECOMMENDED WORK TRAITS: Knowledge of state and federal tax forms. Knowledge of auditing and examining forms and documents. Knowledge of accounting principles and methods. Skill in performing investigations of tax-related issues. Ability to discuss basic tax laws with taxpayers or their representatives. Ability to manage and review cases and to direct and advise other staff. Ability to perform mathematical computations. Ability to enter data and information into computerized systems. Ability to apply department rules and regulations to individual situations. Ability to comprehend and follow written or verbal instructions. Ability to convince others using factual data and information. Ability to use judgment and tact in dealing with taxpayers, employers, accounting/payroll representatives, and fellow workers. Ability to establish and maintain effective working relationships with taxpayers, employers, accounting/payroll representatives and fellow employees. Must be willing to maintain appearance appropriate to assigned duties and responsibilities as determined by the agency appointing authority.

DISCLAIMER STATEMENT: The supplemental job description lists typical examples of work and is not intended to include every job duty and responsibility specific to a position. An employee may be required to perform other related duties not listed on the supplemental job description provided that such duties are characteristic of that classification.

Responsibilities:

Investigate issues on tax returns that reflect an improper interpretation of the New Hampshire statute by obtaining specific explanations of transactions from the taxpayer in order to determine the correct characterization of income or expense.

Review taxpayer’s records for discrepancies taken on tax documents. Make corrections to tax returns/documents as required, and determine if further action is necessary. Initiate Notice of Credit Adjustments and tax notices, which include system generated calculation of interest and penalties for late payment of tax and/or filing of returns, for supervisor approval.

Review audit settlement agreements, “Report of Change”, and complete audit adjustments to reconcile taxpayer accounts in Revenue systems. Review and prepare for approval, taxpayer requests for Withdraw, Dissolution, and Good Standing Certificates.

Answer taxpayer inquiries in person and by telephone, either in the call center or on a rotating schedule, in order to provide instructions on forms and procedures request supporting documentation in accordance with state tax laws, rules, and Department policies. Identify and escalate priority issues. Route calls that require additional expertise to appropriate personnel.

Apply New Hampshire tax laws, administrative rules, and Department policies with oversight of taxpayers to ascertain correct filing practices. Contact taxpayers by mail or telephone to address discrepancies and request supporting documentation and manage cases to ensure resolution of issues.

Perform tax year testing to ensure tax documents process through Revenue Systems correctly, analyzing the test data for accuracy.

Maintain strict adherence to the departmental laws and regulations pertaining to confidentiality of all tax information obtained from records, files, tax returns, and departmental investigations.

Uphold the Department’s core values of respect and teamwork.

Demonstrate behavior consistent with the Department’s Code of Respect in the Workplace.

Disclaimer Statement : The supplemental job description lists the essential functions of the position and is not intended to include every job duty and responsibility specific to the position. An employee may be required to perform other related duties not listed on the supplemental job description provided that such duties are characteristic of that classification.

For further information please contact Kathryn Hubley, HR Coordinator, kathryn.m.hubley@dra.nh.gov or call (603) 230-5015.

*TOTAL COMPENSATION INFORMATION

The State of NH total compensation package features an outstanding set of employee benefits, including:

HMO or POS Medical and Prescription Drug Benefits:

The actual value of State-paid health benefits is based on the employees union status, and employee per pay period health benefit contributions will vary depending on the type of plan selected.

See this link for details on State-paid health benefits:

https://www.das.nh.gov/hr/benefits.aspx

Value of States share of Employees Retirement: 13.85% of pay

Other Benefits:

* Dental Plan at minimal cost for employees and their families ($500-$1800 value)

* Flexible Spending healthcare and childcare reimbursement accounts

*State defined benefit retirement plan and Deferred Compensation 457(b) plan

• Work/life balance flexible schedules, paid holidays and generous leave plan

• $50,000 state-paid life insurance plus additional low-cost group life insurance

• Incentive-based Wellness Program (ability to earn up to $500)

Total Compensation Statement Worksheet:

https://www.das.nh.gov/jobsearch/compensation-calculator.aspx

Want the specifics? Explore the Benefits of State Employment on our website:

https://www.das.nh.gov/hr/documents/BenefitBrochure.pdf

https://www.das.nh.gov/hr/index.aspx

EOE

TDD Access: Relay NH 1-800-735-2964