BILINGUAL CALL CENTER REPRESENTATIVE (REVENUE EXAMINER I) TAXPAYER SERVICES DIVISION

This is a position-specific recruitment for the Taxpayer Services Division in Annapolis, MD. The resulting certified eligible list may be used to fill current and future vacancies for this role.

About the role

The main purpose of this position is to assist taxpayers by answering and resolving bilingual (English/Spanish) telephone inquiries at a beginning level in the Bilingual Call Center of the Business Contact Center (BCC). Revenue Examiners may assist taxpayers with returns related to various tax types to identify errors and adjustments, help establish payment plans when liabilities exist, and assist other units with translating phone calls and correspondence within the agency.

Incumbents who successfully complete their probationary period may be considered for telework.

Responsibilities

• Answer and resolve bilingual (English/Spanish) telephone inquiries from taxpayers regarding various tax types administered by the Comptroller of Maryland.
• Assist taxpayers with tax returns to identify errors and adjustments.
• Help taxpayers establish payment plans when liabilities exist.
• Translate phone calls and correspondence for other units within the agency.

Requirements

• Graduation from an accredited high school or possession of a high school equivalency certificate.
• Two years of experience in one or more of the following areas: customer service, telecommunications, fiscal clerical, or clerical-related work.

Notes:

• Candidates may substitute additional education at an accredited college or university at the rate of thirty credit hours for one year of the required experience.
• Candidates may substitute U.S. Armed Forces military service experience as a non-commissioned officer in accounting and budget classification or specialty codes in the financial clerical and technician field on a year-for-year basis for the required experience.
• For education obtained outside of the U.S., proof of equivalent American education as determined by a foreign credential evaluation service is required.
• If you possess a degree obtained outside the United States, submit a detailed, course-by-course evaluation report from a U.S. equivalence evaluating member identified at http://www.naces.org/members.html.

Preferred Qualifications

• Customer service experience.
• Experience working with a team and independently.
• Experience with personal computers and applications.
• Knowledge and experience with Maryland and Federal taxes and forms.
• Experience working in a call center.
• Strong organization and decision-making skills.
• Excellent communication skills (both oral and written) in English and Spanish.

Selection Process

• Ensure your application demonstrates you meet the qualifications for this recruitment.
• Provide clear, position-specific experience and complete all education and experience sections.
• Approval of your application will be based on the information submitted.
• All qualified applicants are placed on an unranked list of candidates and remain active for at least one year.
• Incomplete information may result in disqualification.
• All information must be submitted by the closing date; late submissions will not be considered.
• Applicants must be legally authorized to work in the United States without employer sponsorship.
• Upon appointment, new hires and transfers must successfully undergo fingerprinting. Disqualifying charges include any felony; crimes of moral turpitude (e.g., embezzlement, fraud, tax evasion, bribery); identity theft or impersonation; assault or battery; and crimes related to the use or distribution of controlled dangerous substances other than marijuana, regardless of the age of the offense.
• Candidates must be at least 18 years of age.
• Resumes will not be accepted in lieu of a completed application.

Benefits

State of Maryland benefits are available for this position.