Job description
The Iowa Department of Revenue’s Collection Bureau within the Tax Management Division is currently seeking a Customer Support Agent. The Collections Bureau is responsible for the collection of delinquent tax and non-tax debt. The various duties involve using collection tools such payment plans, garnishments, bank levies, correspondence, and phone calls.
The Tax Management Division (TMD) strives to be helpful to taxpayers by providing education and service so taxpayers can comply with tax filing and payment obligations. TMD has three business units/bureaus:
- Operations
- Compliance
- Collections
- Assisting customers in meeting their tax obligations by answering questions via telephone, as well as directing customers to online and other resources
- Providing general tax assistance, account level information, status updates, and assist taxpayers with resolving their balance due
- Onsite at Hoover Building performing administrative and clerical job functions.
- Providing customers with exceptional customer service in a call center environment
- Covering standard call center hours of Monday - Friday, 8:00 AM - 4:30 PM
Preference will be given to candidates with experience in the following:
- Experience working in a call center environment
- Experience in providing customers information about various tax types
- Demonstrated experience with related work that requires attention to detail
- Additional preference will be given to candidates who have experience with the GovConnectIowa application
Job Specific Competencies:
- Customer and Personal Service – Principles and processes for providing customer and personal service. This includes customer needs assessment, meeting quality standards for services, and evaluating customer satisfaction.
- Active Listening – Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times
- Deductive Reasoning – Apply general rules to specific problems to produce answers that make sense.
The Iowa Department of Revenue is a well-respected employer. We are focused on providing excellent customer service, while offering a wonderful team atmosphere, work-life balance, free parking, and casual attire. We offer a flexible working environment and opportunities to work from home with the ability to work from anywhere in the State of Iowa as long as it is your primary residence. We have a great total compensation package for all of our full-time employees, including:
- Iowa Public Employees' Retirement System (IPERS)
- Retirement Investors Club (RIC)
- Flexible Working Environment- Work from Home Opportunities
- Health, Dental and Vision Insurance
- Vacation Leave
- Sick Leave
- Paid Holidays (9 days/year)
- Flexible Spending Accounts
- Life Insurance
- Long-Term Disability Insurance
The mission of the Iowa Department of Revenue is to serve Iowans and support the state government by collecting all taxes required by law, but no more. Our strength is driven by the skills, talents, and diversity of our people. We value and promote diversity and inclusion in every aspect of our business and at every level of our organization. If you’re looking for a career with an organization that values its employees and customers, you’ve come to the right place.
Supplemental Information
At the Iowa Department of Revenue, we value employee safety first and foremost. This is why we will use every resource possible to ensure this hiring process stays within the current guidelines related to COVID-19. If selected to move forward, please be aware that at this time interviews will be conducted virtually using a webcam teleconferencing method.
Experience equal to three years of full-time clerical or closely related work;
For additional information, please click on this link to view the job description. (Download PDF reader)
Join Us!
Whether it's caring for those in need, making highways safer, or improving agriculture production, the work that we do matters to the people of Iowa.
We take our responsibilities and the public trust very seriously. We are committed to delivering the services that matter most to the people of Iowa. If you have the skills, the commitment and the desire to make a difference, then we invite you to explore the career opportunities available with the State of Iowa.
Career Choices
State government is one of the largest employers in Iowa, and also one of the most diverse. From state trooper to nurse to engineer, the state offers a wide variety of career opportunities.
The state offers paid vacation, sick time and holidays, a defined benefit retirement plan, health, dental, vision, and long-term disability insurance along with flexible spending accounts. For more information, please visit the executive branch employee benefits website.
The State of Iowa is committed to providing an outstanding employment experience. Check out this Benefits Beyond the Paycheck brochure (Download PDF reader).
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