Lead Intake Technician *RPP Only*
What does a Lead Intake Technician do? As a Lead 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. Additionally, you will function as a work leader to assist the manager in both work related and administrative areas. Work leader duties are performed on a regular and continuing basis for more than 50% of incumbent's work time. As a Lead 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 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) Maintains knowledge of work in the organization and answers questions for employees on procedures, policies, directives, etc and performs the more difficult or complex work of the unit Provides classroom and on-the-job training and assistance to lower-level employees as necessary; Instructs employees in specific tasks and job techniques and makes available new or revised operating procedures and training material, written instructions, reference material, and supplies Identifies any technical deficiencies and leads the team in assessing its strengths and weaknesses; Checks work in progress and reviews completed work to ensure that supervisor's instructions on work sequence, procedures, methods and deadlines are met; and gives feedback to manager on performance, progress, and training needs of employees Assists manager in planning work methods and making day-to-day adjustments in accordance with established priorities to meet deadlines. Serves as the manager in his/her absence; Provides input to manager on employee's performance, progress and training needs 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-08 Level:
You must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-07 grade level in the Federal service. Specialized experience for this position includes:
demonstrating knowledge of the Internal Revenue Code, and Manual, and Taxpayer Advocate issuances in order to identify causes of difficulties, suggest corrective actions to taxpayers and identify Taxpayer 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 sector 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; 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 communications 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 GS-07 level 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 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) Maintains knowledge of work in the organization and answers questions for employees on procedures, policies, directives, etc and performs the more difficult or complex work of the unit Provides classroom and on-the-job training and assistance to lower-level employees as necessary; Instructs employees in specific tasks and job techniques and makes available new or revised operating procedures and training material, written instructions, reference material, and supplies Identifies any technical deficiencies and leads the team in assessing its strengths and weaknesses; Checks work in progress and reviews completed work to ensure that supervisor's instructions on work sequence, procedures, methods and deadlines are met; and gives feedback to manager on performance, progress, and training needs of employees Assists manager in planning work methods and making day-to-day adjustments in accordance with established priorities to meet deadlines. Serves as the manager in his/her absence; Provides input to manager on employee's performance, progress and training needs 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-08 Level:
You must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-07 grade level in the Federal service. Specialized experience for this position includes:
demonstrating knowledge of the Internal Revenue Code, and Manual, and Taxpayer Advocate issuances in order to identify causes of difficulties, suggest corrective actions to taxpayers and identify Taxpayer 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 sector 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; 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 communications 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 GS-07 level for 52 weeks (time-in-grade requirement).
- Department:
0503 Financial Clerical And Assistance - Salary Range:
$49,799 to $64,739 per year
Estimated Salary: $20 to $28 per hour based on qualifications.
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