Intake Technician
WHAT DOES AN INTAKE TECHNICIAN DO? As an Intake Technician you will interface with customers who were unsuccessful in their attempts to resolve their tax related inquiries through normal channels. In this position you will provide administrative and technical assistance which involve a wide range of issues related to tax-processing requirements and procedures. Assistance is provided in terms of the individual customer's needs in consideration of each customer's situation or problem. As an Intake Technician you will:
Manage incoming telephone call traffic and customer inquiries with internal, taxpayer, congressional, and stakeholder contacts. Confer with customers experiencing a hardship; clarify any issues and present possible courses of action. Review and establish initial controls and distribute all incoming casework within guidelines and timeframes. Review and process routine Congressional, White House and other priority inquiries. Interpret relevant data including master file records and tax account history. Ensure that possible systemic errors and improper tax treatment is brought to the attention of the appropriate areas. Protect taxpayer confidentiality information as outlined in IRC 6103 and 7803(c)(4)(a)(IV). If you are selected at a lower grade level, you will have the opportunity to learn to perform all these duties, and will receive training to help you grow in this position. WHERE CAN I FIND OUT MORE ABOUT OTHER IRS CAREERS? If you want to find out more about IRS careers, visit us on the web at www.jobs.irs.gov You must meet the following requirements by the closing date of this announcement. GS-05 LEVEL:
You must have 1 year of specialized experience at a level of difficulty and responsibility equivalent to the GS-04 grade level in the Federal service. Specialized experience for this position includes:
Experience sufficient to demonstrate a basic knowledge of IRS tax procedures, policies (rules and regulations), and tax forms to assist customers in the resolution of account inquires; Basic knowledge of IDRS, master file and non-master file processing and adjustment codes, and account transaction codes to retrieve information from various databases; and The ability to review technical information updates in order to maintain current knowledge of basic tax law and internal processing procedures. OR You may substitute education for specialized experience as follows:
A Bachelor's degree or four (4) years of education above high school in any field of study from an accredited college or university. OR You may qualify by a combination of experience and education. Options for qualifying based on a combination will be identified in the online questions.GS-06 LEVEL:
One year or twelve (12) months of specialized experience equivalent to the next lower grade level (GS-05) in the Federal government. Specialized experience is experience that is related to the work of this position and has provided you with the competencies required for successful job performance. To be qualifying your experience should demonstrate knowledge of the Internal Revenue Code and Manual, Taxpayer Advocate issuances in order to identify the most basic difficulties, suggest simple corrective actions and make basic identification of Taxpayer Advocate case criteria; Basic knowledge of IRS policies, procedures and tax forms to assist customers in the resolution of account inquiries; Basic knowledge of IDRS, ICP, TAMIS, master file and non-master file processing, adjustment procedures, account transaction codes to effectively retrieve information from various databases; Knowledge of reviewing technical information updates to keep current of basic tax law and procedures. You should also have basic knowledge of interviewing techniques to determine the nature of assistance needed and to obtain information that may be of a sensitive nature.GS-07 LEVEL:
One year or twelve (12) months of specialized experience equivalent to the next lower grade level (GS-06) in the Federal government. Specialized experience is experience that is related to the work of this position and has provided you with the competencies required for successful job performance. To be qualifying your experience should demonstrate knowledge of the Internal Revenue Code and Manual, Taxpayer Advocate issuances in order to identify causes of difficulties, suggest corrective actions to taxpayers and identify Tax Advocate case criteria; Knowledge of IRS policies, procedures, tax forms, and notices to assist customers in the resolution of account inquiries; Knowledge of tax processing procedures of private and public entities (e.g., Social Security Administration, Federal Reserve Bank, Disbursing Office, private financial institutions and State Tax Offices); Knowledge of Taxpayer Advocate transfer and referral guidelines to direct inappropriate transfers to the correct office; Knowledge of IDRS, ICP, TAMIS, master file and non-master file processing and adjustment procedures, and account transaction codes in order to analyze the taxpayer's routine problem; In addition, you should have knowledge of basic conflict management principles and interviewing techniques to determine the nature of assistance and to obtain information that may be of a sensitive nature; Knowledge and skill in, oral and written communication skills to successfully ascertain the issues of tax related inquiries, which require the use of listening and probing, and using tact and diplomacy. - The experience may have been gained in the public sector, private sector or Volunteer Service. One year of experience refers to full-time work; part-timework is considered on a prorated basis.- To ensure full credit for your work experience, please indicate dates of employment by month/year, and indicate number of hours worked per week, on your resume. In addition to the above requirements, you must meet the following, if applicable:
You must have been at the next lower grade level of the grade you are applying to for 52 weeks (time-in-grade requirement).
Estimated Salary: $20 to $28 per hour based on qualifications.
Manage incoming telephone call traffic and customer inquiries with internal, taxpayer, congressional, and stakeholder contacts. Confer with customers experiencing a hardship; clarify any issues and present possible courses of action. Review and establish initial controls and distribute all incoming casework within guidelines and timeframes. Review and process routine Congressional, White House and other priority inquiries. Interpret relevant data including master file records and tax account history. Ensure that possible systemic errors and improper tax treatment is brought to the attention of the appropriate areas. Protect taxpayer confidentiality information as outlined in IRC 6103 and 7803(c)(4)(a)(IV). If you are selected at a lower grade level, you will have the opportunity to learn to perform all these duties, and will receive training to help you grow in this position. WHERE CAN I FIND OUT MORE ABOUT OTHER IRS CAREERS? If you want to find out more about IRS careers, visit us on the web at www.jobs.irs.gov You must meet the following requirements by the closing date of this announcement. GS-05 LEVEL:
You must have 1 year of specialized experience at a level of difficulty and responsibility equivalent to the GS-04 grade level in the Federal service. Specialized experience for this position includes:
Experience sufficient to demonstrate a basic knowledge of IRS tax procedures, policies (rules and regulations), and tax forms to assist customers in the resolution of account inquires; Basic knowledge of IDRS, master file and non-master file processing and adjustment codes, and account transaction codes to retrieve information from various databases; and The ability to review technical information updates in order to maintain current knowledge of basic tax law and internal processing procedures. OR You may substitute education for specialized experience as follows:
A Bachelor's degree or four (4) years of education above high school in any field of study from an accredited college or university. OR You may qualify by a combination of experience and education. Options for qualifying based on a combination will be identified in the online questions.GS-06 LEVEL:
One year or twelve (12) months of specialized experience equivalent to the next lower grade level (GS-05) in the Federal government. Specialized experience is experience that is related to the work of this position and has provided you with the competencies required for successful job performance. To be qualifying your experience should demonstrate knowledge of the Internal Revenue Code and Manual, Taxpayer Advocate issuances in order to identify the most basic difficulties, suggest simple corrective actions and make basic identification of Taxpayer Advocate case criteria; Basic knowledge of IRS policies, procedures and tax forms to assist customers in the resolution of account inquiries; Basic knowledge of IDRS, ICP, TAMIS, master file and non-master file processing, adjustment procedures, account transaction codes to effectively retrieve information from various databases; Knowledge of reviewing technical information updates to keep current of basic tax law and procedures. You should also have basic knowledge of interviewing techniques to determine the nature of assistance needed and to obtain information that may be of a sensitive nature.GS-07 LEVEL:
One year or twelve (12) months of specialized experience equivalent to the next lower grade level (GS-06) in the Federal government. Specialized experience is experience that is related to the work of this position and has provided you with the competencies required for successful job performance. To be qualifying your experience should demonstrate knowledge of the Internal Revenue Code and Manual, Taxpayer Advocate issuances in order to identify causes of difficulties, suggest corrective actions to taxpayers and identify Tax Advocate case criteria; Knowledge of IRS policies, procedures, tax forms, and notices to assist customers in the resolution of account inquiries; Knowledge of tax processing procedures of private and public entities (e.g., Social Security Administration, Federal Reserve Bank, Disbursing Office, private financial institutions and State Tax Offices); Knowledge of Taxpayer Advocate transfer and referral guidelines to direct inappropriate transfers to the correct office; Knowledge of IDRS, ICP, TAMIS, master file and non-master file processing and adjustment procedures, and account transaction codes in order to analyze the taxpayer's routine problem; In addition, you should have knowledge of basic conflict management principles and interviewing techniques to determine the nature of assistance and to obtain information that may be of a sensitive nature; Knowledge and skill in, oral and written communication skills to successfully ascertain the issues of tax related inquiries, which require the use of listening and probing, and using tact and diplomacy. - The experience may have been gained in the public sector, private sector or Volunteer Service. One year of experience refers to full-time work; part-timework is considered on a prorated basis.- To ensure full credit for your work experience, please indicate dates of employment by month/year, and indicate number of hours worked per week, on your resume. In addition to the above requirements, you must meet the following, if applicable:
You must have been at the next lower grade level of the grade you are applying to for 52 weeks (time-in-grade requirement).
- Department:
0503 Financial Clerical And Assistance - Salary Range:
$34,916 to $56,222 per year
Estimated Salary: $20 to $28 per hour based on qualifications.
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