Outbound Contacts Specialist
for sections like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Use - for any list of duties/requirements/benefits, and
for prose. Do NOT repeat job title as heading. Do NOT put Job ID/requisition numbers as headings; fold minor metadata into short
or drop it. Preserve ALL substantive information; do NOT invent or summarize away detail. Remove boilerplate, navigation, legal, EEO, equal-opportunity, scam-warning, duplicated lines, application instructions. Include a section ONLY when posting has real, specific content for it — never emit heading followed by filler/placeholder text (e.g., "commensurate with experience", "not specified", "N/A", "varies", "TBD") and never create Pay/Schedule/Benefits sections unless posting actually states them. Prefer few substantive sections over many thin ones.
We need to parse the posting.
Key info:
- Agency: Dept of Revenue Division CUSTOMER SERVICE
- Job Classification Title: Administrative Specialist I (S)
- Position Number: 60081516
- Grade: NC08
- About Us: description of NCDOR.
- Description Of Work: includes note about closing time, then marketing text.
- They are recruiting for an Outbound Contacts Specialist based out of Raleigh Headquarters.
- Role description: ensures taxpayers receive accurate, timely, compliant communication; fast paced, detail-oriented; managing, validating, processing critical taxpayer correspondence.
- Responsibilities: list bullet points:
- Revalidating refund checks to ensure accuracy and compliance
- Researching and processing returned mail, including correcting issues and resolving delivery concerns
- Supports account maintenance tasks, including updating addresses and ensuring notices and POA documentation are accurate and properly matched
- Reviewing notices for accuracy and identifying anomalies before final processing
- Coordinating daily with the Mail Service Center, including organizing, packaging, and preparing materials for scheduled pickups
- Processing outbound documents—including tax notices, refund checks, letters, and affidavits
- Knowledge Skills And Abilities/Management Preferences:
- Good communicator (both written and verbal) with the ability to express oneself clearly and concisely
- Experience with the use of a computer and proficiency in word processing
- Ability to perform work with consistent precision and strong attention to detail
- Flexibility and adaptability in a fast paced, high volume environment
- Ability to stand, walk, bend, and lift materials weighing up to 35 lbs. as required for daily mail processing tasks
- Recruitment Range: $39,244 - $45,000
- Effective July 1, 2025, candidates now meet the minimum qualifications of a position if they have the minimum education and experience listed from the class specification. The knowledge, skills, and abilities listed in the vacancy announcement should be used as management preferences and be used to screen for the most qualified pool of applicants.
- COMPENSATION & BENEFITS: The state of North Carolina offers excellent comprehensive benefits. Employees can participate in health insurance options, standard and supplemental retirement plans, and the NCFlex program (numerous high-quality, low-cost benefits on a pre-tax basis). Some Highlights Include:
- The best funded pension plan/retirement system in the nation according to Moody’s Investor’s Service
- Twelve paid holidays per year
- Fourteen vacation days per year which increase as length of service increases and accumulates year-to-year
- Twelve sick days/year which are cumulative indefinitely
- Paid Parental Leave
- Personal Observance Leave and Community Service Leave
- Longevity pays lump sum payout yearly based on length of service
- 401K, 457, and 403(b) plans
- Eligibility for the Public Service Loan Forgiveness Program
- Then repeated About Us paragraph again (duplicate).
- This position is subject to federal and state criminal background checks that may include fingerprinting and verification of tax compliance. Definition of tax compliance.
- To be considered within the most qualified pool of applicants and receive credit for your work history and credentials, you must document all related education and experience on the State of North Carolina application in the appropriate sections of the application form. Any information omitted from the application cannot be considered for qualifying credit.
- Applicants eligible for veteran's preference should attach a copy of form DD-214.
- If you have general questions about the application process, you may contact Human Resources at 919-814-1200 or HumanResources@ncdor.gov.
- Individuals with disabilities requiring disability-related accommodations in the interview process, please call the agency ADA Administrator at 919-986-9688.
- Minimum Education And Experience: Some state job postings say you can qualify by an “equivalent combination of education and experience.” If that language appears below, then you may qualify through EITHER years of education OR years of directly related experience, OR a combination of both. See the Education and Experience Equivalency Guide for details.
- High school diploma or General Educational Development (GED) diploma and two years of related administrative experience; or equivalent combination of education and experience.
- EEO Statement (boilerplate)
- Recruiter Donna L Howe
- Recruiter Email DONNA.HOWE@NCDOR.GOV
We need to remove boilerplate: EEO statement, equal opportunity, scam-warning, duplicated lines, application instructions (contact HR, ADA, veteran's preference, etc.) Also remove repeated About Us paragraph.
We need to keep substantive info: About Us (first paragraph maybe), Description of work (the marketing paragraphs?), Responsibilities, Knowledge Skills and Abilities, Recruitment Range (Pay), COMPENSATION & BENEFITS (Benefits), Minimum Education and Experience (Qualifications). Also maybe "About the role" heading? The instruction: use
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we need to decide which sections to include based on content.
We have:
- About Us: could be "About the role" or "About the department". Probably "About the role" is appropriate: summarizing the role and department.
- Responsibilities: we have list.
- Knowledge Skills And Abilities: could be "Skills" or "Qualifications". The instruction includes Skills as a possible heading. We could combine Knowledge Skills and Abilities under "Skills". Or we could have "Qualifications" for minimum education and experience. The instruction says we can use Requirements, Qualifications, Skills. We need to decide.
We have Minimum Education and Experience (qualifications). We have Knowledge Skills and Abilities (skills). We have Pay (Recruitment Range). We have Benefits (COMPENSATION & BENEFITS). We might not have Schedule info (no explicit schedule besides mention of hybrid work schedule after training). There's a line: "Candidates may be eligible for a hybrid work schedule after completing the position's training progression plan." That's schedule info. So we could include a Schedule section.
Thus sections: About the role, Responsibilities, Skills, Qualifications, Pay, Benefits, Schedule.
We must not create sections with filler text. Ensure each has substantive content.
Now we need to format:
- Use for each section heading.
- Use - for any list of duties/requirements/benefits.
- Use
for prose.
We need to preserve all substantive information; do not invent or summarize away detail.
Thus we need to include all bullet points exactly as given (maybe minor punctuation). Also include the prose paragraphs.
Let's extract substantive prose:
About Us paragraph: "The North Carolina Department of Revenue is committed to excellence in tax administration, ensuring secure and efficient collection of revenue to fund vital public services. We are an employer of choice offering excellent benefits, competitive pay, professional development, and career advancement. Our dedicated team provides accurate information, achieves high compliance, and delivers innovative services with integrity and fairness."
That's from About Us. Also there is marketing text in Description Of Work: "Come work for NCDOR! We will teach you all about taxes so you can serve the taxpayers of North Carolina! If you are looking to start a career in government, balance your professional and personal life, or simply serve North Carolina taxpayers, a career with the NCDOR may be the right fit for you! NCDOR is committed to recruiting top-talent employees and developing career paths that will allow you to build long-term, rewarding and satisfying careers. We are currently recruiting for an Outbound Contacts Specialist based out of our Raleigh Headquarters. The Outbound Contacts Specialist plays a key role in ensuring taxpayers across North Carolina receive accurate, timely, and compliant communication. This fast paced, detail-oriented position focuses on managing, validating, and processing critical taxpayer correspondence—helping maintain the integrity of the Department’s communication workflow."
We could combine these into About the role section. However we must not repeat the job title as heading. It's okay to include the role description.
We need to preserve all substantive info; we should not drop any of that marketing text. So include it.
Now Responsibilities list: we have bullet points as given.
Skills list: the Knowledge Skills And Abilities list.
Qualifications: Minimum Education And Experience: "High school diploma or General Educational Development (GED) diploma and two years of related administrative experience; or equivalent combination of education and experience."
Also there is a note about equivalent combination etc. That's part of qualifications.
Pay: Recruitment Range: $39,244 - $45,000.
Benefits: list of highlights.
Schedule: mention hybrid work schedule after training.
Now we need to remove boilerplate: EEO statement, duplicated About Us paragraph, contact info, ADA, veteran's preference, etc. Also remove the line about "Effective July 1, 2025, candidates now meet the minimum qualifications..." maybe that's part of qualifications? It's procedural but maybe we keep as part of qualifications? It's not a requirement but a note. Might be considered substantive? It's about qualification process. Could keep as part of qualifications prose.
Also "The knowledge, skills, and abilities listed in the vacancy announcement should be used as management preferences and be used to screen for the most qualified pool of applicants." That's also procedural.
We could keep them as part of qualifications or a separate "Requirements" section? But we already have Skills and Qualifications. Might be okay to include in Qualifications prose.
Now we need to ensure we don't include any filler like "commensurate with experience". Not present.
Now produce HTML.
Structure:
About the role
... (combined About Us paragraph + marketing description)
Responsibilities
- Revalidating refund checks to ensure accuracy and compliance
- Researching and processing returned mail, including correcting issues and resolving delivery concerns
- Supports account maintenance tasks, including updating addresses and ensuring notices and POA documentation are accurate and properly matched
- Reviewing notices for accuracy and identifying anomalies before final processing
- Coordinating daily with the Mail Service Center, including organizing, packaging, and preparing materials for scheduled pickups
- Processing outbound documents—including tax notices, refund checks, letters, and affidavits
Skills
- Good communicator (both written and verbal) with the ability to express oneself clearly and concisely
- Experience with the use of a computer and proficiency in word processing
- Ability to perform work with consistent precision and strong attention to detail
- Flexibility and adaptability in a fast paced, high volume environment
- Ability to stand, walk, bend, and lift materials weighing up to 35 lbs. as required for daily mail processing tasks
for prose. Do NOT repeat job title as heading. Do NOT put Job ID/requisition numbers as headings; fold minor metadata into short
or drop it. Preserve ALL substantive information; do NOT invent or summarize away detail. Remove boilerplate, navigation, legal, EEO, equal-opportunity, scam-warning, duplicated lines, application instructions. Include a section ONLY when posting has real, specific content for it — never emit heading followed by filler/placeholder text (e.g., "commensurate with experience", "not specified", "N/A", "varies", "TBD") and never create Pay/Schedule/Benefits sections unless posting actually states them. Prefer few substantive sections over many thin ones. We need to parse the posting. Key info: - Agency: Dept of Revenue Division CUSTOMER SERVICE - Job Classification Title: Administrative Specialist I (S) - Position Number: 60081516 - Grade: NC08 - About Us: description of NCDOR. - Description Of Work: includes note about closing time, then marketing text. - They are recruiting for an Outbound Contacts Specialist based out of Raleigh Headquarters. - Role description: ensures taxpayers receive accurate, timely, compliant communication; fast paced, detail-oriented; managing, validating, processing critical taxpayer correspondence. - Responsibilities: list bullet points: - Revalidating refund checks to ensure accuracy and compliance - Researching and processing returned mail, including correcting issues and resolving delivery concerns - Supports account maintenance tasks, including updating addresses and ensuring notices and POA documentation are accurate and properly matched - Reviewing notices for accuracy and identifying anomalies before final processing - Coordinating daily with the Mail Service Center, including organizing, packaging, and preparing materials for scheduled pickups - Processing outbound documents—including tax notices, refund checks, letters, and affidavits - Knowledge Skills And Abilities/Management Preferences: - Good communicator (both written and verbal) with the ability to express oneself clearly and concisely - Experience with the use of a computer and proficiency in word processing - Ability to perform work with consistent precision and strong attention to detail - Flexibility and adaptability in a fast paced, high volume environment - Ability to stand, walk, bend, and lift materials weighing up to 35 lbs. as required for daily mail processing tasks - Recruitment Range: $39,244 - $45,000 - Effective July 1, 2025, candidates now meet the minimum qualifications of a position if they have the minimum education and experience listed from the class specification. The knowledge, skills, and abilities listed in the vacancy announcement should be used as management preferences and be used to screen for the most qualified pool of applicants. - COMPENSATION & BENEFITS: The state of North Carolina offers excellent comprehensive benefits. Employees can participate in health insurance options, standard and supplemental retirement plans, and the NCFlex program (numerous high-quality, low-cost benefits on a pre-tax basis). Some Highlights Include: - The best funded pension plan/retirement system in the nation according to Moody’s Investor’s Service - Twelve paid holidays per year - Fourteen vacation days per year which increase as length of service increases and accumulates year-to-year - Twelve sick days/year which are cumulative indefinitely - Paid Parental Leave - Personal Observance Leave and Community Service Leave - Longevity pays lump sum payout yearly based on length of service - 401K, 457, and 403(b) plans - Eligibility for the Public Service Loan Forgiveness Program - Then repeated About Us paragraph again (duplicate). - This position is subject to federal and state criminal background checks that may include fingerprinting and verification of tax compliance. Definition of tax compliance. - To be considered within the most qualified pool of applicants and receive credit for your work history and credentials, you must document all related education and experience on the State of North Carolina application in the appropriate sections of the application form. Any information omitted from the application cannot be considered for qualifying credit. - Applicants eligible for veteran's preference should attach a copy of form DD-214. - If you have general questions about the application process, you may contact Human Resources at 919-814-1200 or HumanResources@ncdor.gov. - Individuals with disabilities requiring disability-related accommodations in the interview process, please call the agency ADA Administrator at 919-986-9688. - Minimum Education And Experience: Some state job postings say you can qualify by an “equivalent combination of education and experience.” If that language appears below, then you may qualify through EITHER years of education OR years of directly related experience, OR a combination of both. See the Education and Experience Equivalency Guide for details. - High school diploma or General Educational Development (GED) diploma and two years of related administrative experience; or equivalent combination of education and experience. - EEO Statement (boilerplate) - Recruiter Donna L Howe - Recruiter Email DONNA.HOWE@NCDOR.GOV We need to remove boilerplate: EEO statement, equal opportunity, scam-warning, duplicated lines, application instructions (contact HR, ADA, veteran's preference, etc.) Also remove repeated About Us paragraph. We need to keep substantive info: About Us (first paragraph maybe), Description of work (the marketing paragraphs?), Responsibilities, Knowledge Skills and Abilities, Recruitment Range (Pay), COMPENSATION & BENEFITS (Benefits), Minimum Education and Experience (Qualifications). Also maybe "About the role" heading? The instruction: use
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we need to decide which sections to include based on content.
We have:
- About Us: could be "About the role" or "About the department". Probably "About the role" is appropriate: summarizing the role and department.
- Responsibilities: we have list.
- Knowledge Skills And Abilities: could be "Skills" or "Qualifications". The instruction includes Skills as a possible heading. We could combine Knowledge Skills and Abilities under "Skills". Or we could have "Qualifications" for minimum education and experience. The instruction says we can use Requirements, Qualifications, Skills. We need to decide.
We have Minimum Education and Experience (qualifications). We have Knowledge Skills and Abilities (skills). We have Pay (Recruitment Range). We have Benefits (COMPENSATION & BENEFITS). We might not have Schedule info (no explicit schedule besides mention of hybrid work schedule after training). There's a line: "Candidates may be eligible for a hybrid work schedule after completing the position's training progression plan." That's schedule info. So we could include a Schedule section.
Thus sections: About the role, Responsibilities, Skills, Qualifications, Pay, Benefits, Schedule.
We must not create sections with filler text. Ensure each has substantive content.
Now we need to format:
- Use for each section heading.
- Use - for any list of duties/requirements/benefits.
- Use
for prose.
We need to preserve all substantive information; do not invent or summarize away detail.
Thus we need to include all bullet points exactly as given (maybe minor punctuation). Also include the prose paragraphs.
Let's extract substantive prose:
About Us paragraph: "The North Carolina Department of Revenue is committed to excellence in tax administration, ensuring secure and efficient collection of revenue to fund vital public services. We are an employer of choice offering excellent benefits, competitive pay, professional development, and career advancement. Our dedicated team provides accurate information, achieves high compliance, and delivers innovative services with integrity and fairness."
That's from About Us. Also there is marketing text in Description Of Work: "Come work for NCDOR! We will teach you all about taxes so you can serve the taxpayers of North Carolina! If you are looking to start a career in government, balance your professional and personal life, or simply serve North Carolina taxpayers, a career with the NCDOR may be the right fit for you! NCDOR is committed to recruiting top-talent employees and developing career paths that will allow you to build long-term, rewarding and satisfying careers. We are currently recruiting for an Outbound Contacts Specialist based out of our Raleigh Headquarters. The Outbound Contacts Specialist plays a key role in ensuring taxpayers across North Carolina receive accurate, timely, and compliant communication. This fast paced, detail-oriented position focuses on managing, validating, and processing critical taxpayer correspondence—helping maintain the integrity of the Department’s communication workflow."
We could combine these into About the role section. However we must not repeat the job title as heading. It's okay to include the role description.
We need to preserve all substantive info; we should not drop any of that marketing text. So include it.
Now Responsibilities list: we have bullet points as given.
Skills list: the Knowledge Skills And Abilities list.
Qualifications: Minimum Education And Experience: "High school diploma or General Educational Development (GED) diploma and two years of related administrative experience; or equivalent combination of education and experience."
Also there is a note about equivalent combination etc. That's part of qualifications.
Pay: Recruitment Range: $39,244 - $45,000.
Benefits: list of highlights.
Schedule: mention hybrid work schedule after training.
Now we need to remove boilerplate: EEO statement, duplicated About Us paragraph, contact info, ADA, veteran's preference, etc. Also remove the line about "Effective July 1, 2025, candidates now meet the minimum qualifications..." maybe that's part of qualifications? It's procedural but maybe we keep as part of qualifications? It's not a requirement but a note. Might be considered substantive? It's about qualification process. Could keep as part of qualifications prose.
Also "The knowledge, skills, and abilities listed in the vacancy announcement should be used as management preferences and be used to screen for the most qualified pool of applicants." That's also procedural.
We could keep them as part of qualifications or a separate "Requirements" section? But we already have Skills and Qualifications. Might be okay to include in Qualifications prose.
Now we need to ensure we don't include any filler like "commensurate with experience". Not present.
Now produce HTML.
Structure:
About the role
... (combined About Us paragraph + marketing description)
Responsibilities
- Revalidating refund checks to ensure accuracy and compliance
- Researching and processing returned mail, including correcting issues and resolving delivery concerns
- Supports account maintenance tasks, including updating addresses and ensuring notices and POA documentation are accurate and properly matched
- Reviewing notices for accuracy and identifying anomalies before final processing
- Coordinating daily with the Mail Service Center, including organizing, packaging, and preparing materials for scheduled pickups
- Processing outbound documents—including tax notices, refund checks, letters, and affidavits
Skills
- Good communicator (both written and verbal) with the ability to express oneself clearly and concisely
- Experience with the use of a computer and proficiency in word processing
- Ability to perform work with consistent precision and strong attention to detail
- Flexibility and adaptability in a fast paced, high volume environment
- Ability to stand, walk, bend, and lift materials weighing up to 35 lbs. as required for daily mail processing tasks
- for any list of duties/requirements/benefits.
- Use
for prose. We need to preserve all substantive information; do not invent or summarize away detail. Thus we need to include all bullet points exactly as given (maybe minor punctuation). Also include the prose paragraphs. Let's extract substantive prose: About Us paragraph: "The North Carolina Department of Revenue is committed to excellence in tax administration, ensuring secure and efficient collection of revenue to fund vital public services. We are an employer of choice offering excellent benefits, competitive pay, professional development, and career advancement. Our dedicated team provides accurate information, achieves high compliance, and delivers innovative services with integrity and fairness." That's from About Us. Also there is marketing text in Description Of Work: "Come work for NCDOR! We will teach you all about taxes so you can serve the taxpayers of North Carolina! If you are looking to start a career in government, balance your professional and personal life, or simply serve North Carolina taxpayers, a career with the NCDOR may be the right fit for you! NCDOR is committed to recruiting top-talent employees and developing career paths that will allow you to build long-term, rewarding and satisfying careers. We are currently recruiting for an Outbound Contacts Specialist based out of our Raleigh Headquarters. The Outbound Contacts Specialist plays a key role in ensuring taxpayers across North Carolina receive accurate, timely, and compliant communication. This fast paced, detail-oriented position focuses on managing, validating, and processing critical taxpayer correspondence—helping maintain the integrity of the Department’s communication workflow." We could combine these into About the role section. However we must not repeat the job title as heading. It's okay to include the role description. We need to preserve all substantive info; we should not drop any of that marketing text. So include it. Now Responsibilities list: we have bullet points as given. Skills list: the Knowledge Skills And Abilities list. Qualifications: Minimum Education And Experience: "High school diploma or General Educational Development (GED) diploma and two years of related administrative experience; or equivalent combination of education and experience." Also there is a note about equivalent combination etc. That's part of qualifications. Pay: Recruitment Range: $39,244 - $45,000. Benefits: list of highlights. Schedule: mention hybrid work schedule after training. Now we need to remove boilerplate: EEO statement, duplicated About Us paragraph, contact info, ADA, veteran's preference, etc. Also remove the line about "Effective July 1, 2025, candidates now meet the minimum qualifications..." maybe that's part of qualifications? It's procedural but maybe we keep as part of qualifications? It's not a requirement but a note. Might be considered substantive? It's about qualification process. Could keep as part of qualifications prose. Also "The knowledge, skills, and abilities listed in the vacancy announcement should be used as management preferences and be used to screen for the most qualified pool of applicants." That's also procedural. We could keep them as part of qualifications or a separate "Requirements" section? But we already have Skills and Qualifications. Might be okay to include in Qualifications prose. Now we need to ensure we don't include any filler like "commensurate with experience". Not present. Now produce HTML. Structure:
About the role
... (combined About Us paragraph + marketing description)
Responsibilities
- Revalidating refund checks to ensure accuracy and compliance
- Researching and processing returned mail, including correcting issues and resolving delivery concerns
- Supports account maintenance tasks, including updating addresses and ensuring notices and POA documentation are accurate and properly matched
- Reviewing notices for accuracy and identifying anomalies before final processing
- Coordinating daily with the Mail Service Center, including organizing, packaging, and preparing materials for scheduled pickups
- Processing outbound documents—including tax notices, refund checks, letters, and affidavits
Skills
- Good communicator (both written and verbal) with the ability to express oneself clearly and concisely
- Experience with the use of a computer and proficiency in word processing
- Ability to perform work with consistent precision and strong attention to detail
- Flexibility and adaptability in a fast paced, high volume environment
- Ability to stand, walk, bend, and lift materials weighing up to 35 lbs. as required for daily mail processing tasks