Compliance Representative- Fraud Quality Assurance Review

Job Description and Duties

The Compliance Representative, under the close supervision of an Administrator I, is responsible for monitoring and reviewing fraud staff’s phone calls for quality assurance purposes. This includes providing guidance and assistance to staff in a contact center/production environment. The incumbent’s technical expertise must be at the level where they can lead and assist staff and identify areas of concern in training, procedures, and policy. The Compliance Representative will perform quality review for staff to ensure accuracy in taxpayer communication, in processing returns, and in performing account transactions.

Working Conditions

This position requires 4 or more days in the office per week. It is designated office-centered and may be eligible for some remote work based on departmental guidelines and operational need.

Minimum Requirements

You will find the Minimum Requirements in the Class Specification.

Special Requirements

The position(s) require(s) a Background Investigation be cleared prior to being hired. This business uses E-Verify in its hiring practices to achieve a lawful workforce. E-Verify is a web-based system that allows enrolled employers to confirm the eligibility of their employees to work in the United States. For more information about E-Verify, please go to www.dhs.gov/e-verify.

Desirable Qualifications

• Working knowledge of Fraud workloads (W-2, Identity Theft, and Earned Income Tax Credit)
• Knowledge of department’s programs and systems: Taxpayer Information, Taxpayer Folder, Case Management, Return Analysis, Department of Motor Vehicles, Integrated Nonfiler Compliance, and Lexis/Nexis
• Knowledge of Personal Income Tax laws and procedures
• Contact center experience
• Excellent interpersonal and customer service skills
• Ability to analyze information, utilize good judgment, and take effective actions
• Ability to shift priorities, workloads and work schedule to meet operational needs
• Ability to motivate others in a positive manner
• Excellent written and verbal communication skills
• Ability to work both independently and in a team environment while demonstrating initiative, integrity, ownership and accountability
• Ability to present ideas and information effectively
• Proficiency in Microsoft Office (Word, Excel, Power Point, and Outlook)
• Ability to effectively deal with the public and establish and maintain positive working relationships
• Ability to demonstrate good judgment and dependability
• Willingness to adjust work schedule to meet operational needs
• Experience in mentoring and coaching individuals to enhance their job knowledge
• Ability to accept and utilize constructive feedback
• Knowledge creating, editing, maintaining procedures and Sharepoint
• Ability to be positive, motivated, enthusiastic, and flexible