Customer Service Representative - Dept. of Revenue

State of Indiana - Indianapolis, IN

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.

About the Indiana Department of Revenue

The Indiana Department of Revenue is responsible for providing service to Indiana citizens regarding state tax matters. Additionally, the department administers state tax laws, develops regulations and makes decisions about tax policy.

This position is typically filled at a salary of $26,702

About the Job
The general purpose of this position is to perform a variety of auditing, control and public assistance duties relative to the preparation, payment and collection of various state taxes in an efficient and effective manner with the highest level of customer focus and accuracy.

Employee works to ensure the highest level of customer focus, 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 and tax administration.

Employee may access Federal Tax Information while performing daily job duty. All taxpayer information, federal and state, obtained by an employee in the performance of his/her duties is confidential and not to be shared with anyone outside the Department, except as specified by the Indiana Statute. Any employee or officer of the Department of Revenue who accesses tax information without a business reason, unofficially or without approval, will be dismissed from employment.

A Day in the Life
Provides customer service to taxpayers in person, by telephone or in writing, (correspondence,e-mail and INTax Mail Center) advising, instructing and furnishing information pertaining to the various tax types (sales, withholding, income, county innkeepers, food and beverage, motor vehicle, corporation and special taxes) administered and collected by the State Revenue Department
Interprets and applies State and Federal tax laws, rules and regulations in identifying and resolving technical tax problems
Completes desk examinations on various Department of Revenue tax returns
Performs account and financial maintenance which may result in creating and/or canceling liabilities, transferring payments, establishing payment arrangements, set and release holds on liabilities, and contacts taxpayers concerning errors, delinquencies or overpayments in RPS and other related systems
Verfies payments, credits and deductions claimed on various tax returns in RPS and other related systems
Computes and issues refunds or billings due to underpayment or nonpayment of taxes in RPS and other related systems
Compares State information in RPS and other related systems to assure accuracy of the State return
Computes and assess penalty and interest due on delinquent taxes and/or registration in RPS and other related systems
Completes refund tracer request in RPS
Quietus erroneous refund checks in RPS
Processes payments in RPS and other related systems for a variety of tax types, electronically utilizing the E-Pay system or through incoming mail
Reviews and post suspended tax returns for various tax types to allow or disallow refund requests in RPS
Reviews and releases processing review items to allow or disallow refund requests in RPS
Serves as a liaison between Department of Revenue and other state agencies answering technical sales tax questions and state refund offsets
What We're Looking For
Come join us in delivering an excellent customer experience to the citizens of Indiana.

We are looking for the following traits in our new team members:

Two (2) years as a Tax Analyst 5 in the Department of Revenue; OR two (2) years post secondary education in business, accounting or related field plus one (1) year as a Tax Analyst 5
What You Need For Success
Extensive knowledge of State/Federal tax laws, rules, regulations and renewal process for various tax types.
Extensive knowledge of the Department of Revenue and other governmental agency procedures for properly reviewing various tax returns, forms and applications
Ability to interpret and apply tax laws and regulations to various situations
Extensive knowledge of accounting and bookkeeping
Working knowledge of Department of Revenue data processing procedure
During training, must be able to work the hours of 8:30am-5:00pm. Once training has concluded, must be able to work the hours of 9:00am-5:30pm, Monday-Friday. During tax season, must be able to work until 6:30pm.
High-energy – Optimism – Teamwork –Collaboration
Someone who provides open, honest, and positive communication
A Continuous learning and improvement – let’s get better every day … together
Someone who challenges everything to find improvements – process, structure, measurements, service levels
A team member who speaks up if you don’t understand or need more information
Someone who has the confidence to be bold and creative
Ability to provide non-technical and technical customer service in person, in writing or by telephone
Ability to communicate both orally and in writing using correct grammar, spelling and punctuation
Apply and understand ethics and confidentiality laws
Discuss and settle tax matters in a tactful and responsive manner with taxpayers
Analyze and problem solve using various resources

What You'll Get in Return

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

Four (4) medical plan options (including RX coverage) and vision/dental coverages
Wellness program (offers eligibility into a discounted medical plan)
Health savings account (includes bi-weekly state contribution)
Deferred compensation account (similar to 401k plan) with employer match
Two (2) fully-funded pension plan options
Group life insurance
Employee assistance program that allows for covered behavioral health visits
Paid vacation, personal and sick time off
Competitive leave policies covering a variety of employee needs
12 company paid holidays, 14 on election years
Qualified employer for the Public Service Loan Forgiveness Program
New Parent Leave

Equal Employment Opportunity

The State of Indiana is an Equal Opportunity Employer