Posting Details
Interviews are anticipated to be conducted within two weeks of closing date.
PLEASE MAKE SURE TO ATTACH YOUR TRANSCRIPTS TO CERTIFY DEGREE (IF APPLICABLE)
Applicant use of Artificial Intelligence tools is prohibited during interviews.
Why does the job exist?
The Audit and Compliance Division (ACD) enforce compliance with New Mexico tax laws. ACD employs a variety of tax research tools to analyze tax data to improve efficiency, streamline processes, improve customer service, and to develop new compliance programs and tax collection initiatives.
The most crucial aspect of this position is prioritizing customer service in the public facing functions as a call center representative. This position may provide customer service in person, over the phone, via mail and fax, or in a virtual environment, based on business need and available mechanisms for communication in the call center in Albuquerque.
ACD promotes voluntary compliance of registering, filing, and paying taxes by educating taxpayers, promoting managed audits, and recommending payment plans, reoccurring payments, and good faith payments. If all efforts to get a taxpayer into compliance fail, ACD must take actions on accounts to enforce compliance. If a delinquency exists, ACD may proceed with collection functions for the delinquency as prescribed by policy and procedure.
How does it get done?
Employees in this position demonstrate principles and processes for providing customer service, including customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction. Customer service includes 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. The employee must deliver an exceptional customer experience by providing timely and consistent guidance to customers and staff, including checking voicemail, and email.
Customer service may be provided in person, over the phone, via mail and fax, or in a virtual environment, as processes change, and business needs require to assist ACD in achieving customer service standards and goals. Employees assignments are characterized by the complexity of work assigned and must utilize independent judgment as only the most difficult or unusual cases are discussed with the supervisor. The position requires judgment to be made to pursue compliance enforcement if a delinquency does not exist. If a delinquency exists, collecting the delinquency is achieved by obtaining payments, preparing installment agreements, requesting liens, recommending seizure of assets and other legal actions.
Who are the customers?
State of New Mexico Taxpayers.
Ideal Candidate
State of New Mexico Taxpayers.
Minimum Qualification
High school diploma or equivalent plus six (6) semester hours in accounting, finance, or tax-related field and two (2) years of experience in bookkeeping, accounting, finance, auditing, collections, and/or tax-related field. Any combination of education from an accredited college or university in a related field and/or direct experience in this occupation totaling two (2) years may substitute for the required experience. One (1) year of direct experience in bookkeeping, accounting, finance, auditing, collections, and/or tax-related field may substitute for the required semester hours.
Employment Requirements
Must possess and maintain a valid New Mexico Driver's License. Must possess and maintain a current Defensive Driving Course Certificate from the State of New Mexico or must pass and receive Defensive Driving Course Certification within six (6) months of date of hire as a condition of continued employment. Must be current with all tax reporting/payment. Employment is subject to pre-employment criminal background check to include fingerprint checks and is conditional pending results.
Working Conditions
Office environment. Frequent long periods of sitting and working on a personal computer. Occasional but essential bending and twisting at the trunk. Occasional but essential squatting/stooping/kneeling and reaching above the head. Should be able to lift 50 lbs. Continuous close exposure VDT's, CRT's, or UV rays. Occasional but essential working in loud noise areas. Required to frequently meet deadlines with severe time constraints. Continuous interacting with the public required. Frequent multiple demands from several people. In-state and occasional out of state travel required.
Supplemental Information
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Agency Contact Information: Shawna Lovato (505) 795-1826 Email
For information on Statutory Requirements for this position, click the Classification Description link on the job advertisement.
Bargaining Unit Position
This position is covered by a collective bargaining agreement, and all terms/conditions of that agreement apply and must be adhered to.
