Call Center Bilingual CSR English/Spanish

　　Date Posted: Jan 23, 2024

　　Requisition ID: 436806

　　Location:

　　Indianapolis, IN, US, 46204

　　Work for Indiana

　　Grow your career with the State of Indiana! With more than 50 executive branch agencies, the State of Indiana is a diverse workforce offering employees stimulating and challenging projects across a broad scope of career opportunities. As a State of Indiana employee, you impact the well-being of Indiana’s communities every day.

　　At the State of Indiana, we don’t just talk about diversity and inclusion - Our goal is to create a welcoming, accessible, and equitable workplace, with a workforce that is representative of the State of Indiana population. As a proud equal opportunity employer, reasonable accommodations may be available to enable individuals with disabilities to complete the application and interview process, as well as perform the essential functions of a role.

　　Next Level benefits at the State of Indiana are here! Be sure to review our expanded benefit package offerings below.

　　About the Indiana Department of Revenue (DOR):

　　The Indiana Department of Revenue team is comprised of over 700 staff that are located in 13 locations across the state of Indiana. We work collaboratively with the Indiana Governor's office, the General Assembly, state agencies, individuals, business owners, corporations, tax practitioners, and a variety of tax program participants to administer Indiana's tax laws. DOR administers over 65 tax types and annually processes nearly $21 billion of tax revenue. Our mission is to serve Indiana by administering tax laws in a fair, secure, and efficient manner.

　　DOR is recognized regionally and nationally by Top Work Places because of its commitment to employee engagement and satisfaction.

　　Salary:

　　This position traditionally starts at an annual salary of $42,900. Salary for this position may be commensurate with education and job experience.

　　Role Overview:

　　The Customer Service Representative (Tax Analyst) works to ensure the highest level of customer focus is achieved, with a strong commitment to the taxpayers of Indiana through continuous, innovative methods to increase accuracy, efficiency, and productivity in all areas of departmental operations tax administration. Experience is preferred but not required. A comprehensive 6-week training program will be provided to all new employees along with ongoing training and support.

　　This position requires that you be fluent in English and Spanish.

　　A Day in the Life:

　　The essential functions of this role are as follows:

　　Prepare, conduct, and evaluate training courses for individual and sales tax and procedural issues.

　　Correspond with taxpayers by telephone, in writing, or in-person to provide technical tax information, tax law interpretation, and procedural information to ensure compliance with state and federal laws.

　　Assist taxpayers in person, by phone, or by mail by advising, instructing, and furnishing information concerning taxes collected by the Indiana Department of Revenue (DOR) (sales, withholding, income, county innkeepers, food and beverage, motor corporations, motor fuel, and special taxes);

　　Audit various Department of Revenue tax returns and contact taxpayers.

　　Compute and issue refunds or delinquency notices.

　　Compare state and federal tax returns to ensure the accuracy of state returns.

　　Compute and assess penalty and interest paid on delinquent taxes.

　　Establish payment plans for a taxpayer or business.

　　Assist lower-level Tax Analysts regarding policy interpretation and procedures.

　　Assist supervisor with workload distribution and short-term planning.

　　Interpret and apply state and federal tax laws, rules, and regulations in identifying and resolving technical tax problems.

　　Collect data or information necessary for the conduct of a public hearing or trial.

　　Prepare statistical reports regarding production output and backlogs.

　　The job profile is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Other duties, responsibilities, and activities may change or be assigned at any time.

　　What You'll Need for Success:

　　You must meet the following requirements to be considered for employment:

　　Demonstrated ability to communicate in English and Spanish (listening, speaking, and writing).

　　Extensive knowledge of state and federal tax laws, rules, and regulations applying to each of the several types of taxes.

　　Extensive knowledge of the procedures for properly preparing various tax return forms.

　　Considerable knowledge of federal and state laws and legal procedures pertinent to estates and trusts;

　　Ability to interpret and apply tax laws and regulations to individual situations.

　　Broad knowledge of accounting and bookkeeping;

　　Working knowledge of data processing procedures.

　　Working knowledge of computers, both technical and word processing.

　　Ability to discuss and settle tax problems using various legal resources.

　　Effectively communicate, both orally and in writing.

　　Ability to apply and understand ethics and confidentiality laws.

　　Supervisory Responsibilities/Direct Reports:

　　This role may be utilized in a supervisory capacity based on agency needs.

　　Benefits of Employment with the State of Indiana:

　　The State of Indiana offers a comprehensive benefits package for full-time employees which includes:

　　Three (3) medical plan options (including RX coverage) as well as vision and dental plans

　　Wellness Rewards Program: Complete wellness activities to earn gift card rewards

　　Health savings account, which includes bi-weekly state contribution

　　Flexible work scheduling options, including the potential for hybrid remote work for employees whose work may be performed outside state facilities

　　Deferred compensation 457B account (similar to 401k plan) with employer match

　　Two (2) fully-funded pension plan options

　　A robust, comprehensive program of leave policies covering a variety of employee needs, including but not limited to:

　　150 hours of paid new parent leave

　　Up to 15 hours of paid community service leave

　　Combined 180 hours of paid vacation, personal, and sick leave time off

　　12 paid holidays, 14 on election years

　　Education Reimbursement Program

　　Group life insurance

　　Referral Bonus program

　　Employee assistance program that allows for covered behavioral health visits

　　Qualified employer for the Public Service Loan Forgiveness Program

　　Free Parking for most positions

　　Free LinkedIn Learning access

　　Equal Employment Opportunity:

　　The State of Indiana is an Equal Opportunity Employer and is committed to recruit, select, develop, and promote employees based on individual ability and job performance. Our policy is to provide equal employment opportunity to all people in all aspects of employer-employee relations without discrimination because of race, color, creed, religion, sex, national origin, ancestry, age, sexual orientation, gender identity, physical or mental disability, or veteran status. We will comply with the spirit as well as the letter of all applicable state and federal laws.

　　If you are a qualified individual with a disability and require reasonable accommodation in completing this application, you can request assistance by contacting the Indiana State Personnel Department at [email protected].

　　The State of Indiana has established a culture that welcomes equity, inclusion, and opportunity for all employees and applicants. We encourage you to apply if you feel you have the transferrable skills to be successful in this position and we look forward to reviewing your application.

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