NY HELP Yes Agency Taxation & Finance, State Title Taxpayer Services Specialist 1(NY Helps) Occupational Category Other Professional Careers Salary Grade 14 Bargaining Unit PS&T - Professional, Scientific, and Technical (PEF) Salary Range From $52198 to $66634 Annually Employment Type Full-Time Appointment Type Permanent Jurisdictional Class Competitive Class Travel Percentage 0% Workweek Mon-Fri Hours Per Week 37.5 Workday From 8:30 AM To 4:30 PM Flextime allowed? No Mandatory overtime? No Compressed workweek allowed? No Telecommuting allowed? Yes County Albany Street Address WA Harriman Campus Bldg. 8 City Albany State NY Zip Code 12227 Duties Description Under the supervision of a Taxpayer Services Specialist 2, activities may include but are not limited to the following: • Collaborate in the execution of test scenarios to evaluate the accuracy of the system. • Collaborate in the development of new business rules related to implementation of new or modifications to existing tax programs, correspondence, payment processes, etc.; and in the analysis of defects in production systems and recommend solutions to address the problem. Work closely with third party vendors to implement new or modifications to existing program, resolve issues and troubleshoot problems.• Evaluate and monitor unit workflow to ensure unit and bureau quality and timeliness objectives are met. Identify trends, delays and problem areas from production reports and inform unit management of findings.• Use Cognos, SAS, Advanced Query Tool, and other software to query and analyze Department data. Produce reports for Division Managers and Department Executives that present the data clearly, drawing conclusions and summarizing findings. A strong proficiency in Microsoft Excel preferred.• Assist with providing staff accesses to Department systems. • Assist taxpayers or their representatives by responding to Requests for Review, protests and inquires either written or by telephone. Effectively educate the taxpayer or representatives to realize the resolution of the question or protest.• Resolve complex reconciliations of taxpayer accounts including but not limited to, account adjustments, error corrections, credit payments, refunds and liabilities, computation of tax penalties/liabilities and interest due on tax returns.• Process various tax registration applications, which includes making out dials to taxpayers for additional information or clarification on request. Advocate for the Department at Bureau of Conciliation and Mediation Services (BCMS) hearings regarding denials of registration applications.• Utilize phones both for outreach and incoming calls to get additional information from taxpayers or assist taxpayers and vendors with questions.• Understand and communicate tax law and regulations from various tax law publications, Departmental databases, and other related materials such as court decisions, rulings, tax forms and schedules. Logically explain these complex technical requirements and provisions to taxpayers and/or tax practitioners, to encourage voluntary compliance. • Provide guidance on processing issues to peers within your unit and the Department. Act as a technical instructor in formal classroom and/or on-the-job training sessions. Assist in the development and review of procedures and training materials. • Create and analyze various reports, using information retrieved from various departmental systems and software to enter data, gather information, produce reports, access files and databases.• Assist with the reconciliation and validation of monthly invoices for the Department’s front-end processing contracts. Make recommendations on how to handle invoice discrepancies.• Demonstrate initiative, self-motivation, a strong work ethic, a commitment to the success of assignments, and the ability to work well in a team environment as well as independently. • Perform with the highest level of integrity, acting within the department’s code of conduct; state ethics laws; and department policies. Adhere to the Time and Attendance rules and regulations of the Department. Minimum Qualifications Candidates must be current NYS employees eligible for transfer in accordance with Civil Service Laws, Rules, and Regulations.ORReachable on the appropriate Civil Service Eligible List for this title and location.OR This title is part of the New York Hiring for Emergency Limited Placement Statewide Program (NY HELPS).For the duration of the NY HELPS Program, this title maybe filled via a non-competitive appointment, which means no examination is required but all candidates must meet the minimum qualifications of the title for which they apply.Within one year of permanent appointment, it is expected employees hired under NY HELPS will have their non-competitive employment status converted to competitive status, without having to compete in an examination. Employees will then be afforded with all of the same rights and privileges of competitive class employees of New York State. While serving permanently in a NY HELPS title, employees may take part in any promotion examination for which they are qualified.NON-COMPETITIVE MINIMUM QUALIFICATIONS:Taxpayer Services Specialist Trainee 1Associate’s degree or completion of 60 semester credit hours Taxpayer Services Specialist Trainee 2Associate’s degree or completion of 60 semester credit hours and one year of experience testing tax processing systems and/or resolving tax return processing errors. Taxpayer Services Specialist 1An associate’s degree or completion of 60 semester credit hours and two years of experience testing tax processing systems and/or resolving tax return processing errors.Starting salary for Taxpayer Services Specialist Trainee 1 $44,169.Starting salary for Taxpayer Services Specialist Trainee 2 $49,363.Note: Advanced placement in a traineeship is at the discretion of the hiring agency. Additional Comments The Department of Taxation and Finance (DTF) strives to provide New Yorkers with the highest level of service possible. To do so, it is of the utmost importance that we recruit and retain a high-quality, skilled, and diverse workforce. Nearly 18 million New Yorkers rely on our employees to accurately apportion funds for schools, roads, medical care, security services, conservation programs, and much, much more. We are committed to administering the state’s tax systems fairly, courteously, and cost effectively. We believe the way to do this is to partner the skills, creativity, and ingenuity of our workforce with the best technologies available. Note: Due to the nature of this position, newly hired employees will not be eligible to telecommute. After the specified training period, employees may be allowed to submit a telecommuting application in accordance with the Department’s policy and subject to management approval. Some positions may require additional credentials or a background check to verify your identity. Name Laura Mothon Telephone 518-457-0496 Fax Email Address External.Application@tax.ny.gov Address Street W. A. Harriman State Office Campus Building 9, Room 256 City Albany State NY Zip Code 12227 Notes on Applying Qualified candidates should copy the below web address into your browser to complete the online application for the Department of Tax and Finance. Within the application, you will attach your resume & unofficial transcripts.https://www7b.tax.ny.gov/HELP/gateway/HELP.homeCurrent NYS employees may be contacted for their Social Security Number to verify their employment.