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    Duties

    Summary

    The U.S. Department of the Treasury has a distinguished history dating back to the founding of our nation. As the steward of U.S. economic and financial systems, Treasury is a major and influential leader in today's global economy. We have over 100,000 employees across the country and around the world.
    Come Join the Department of the Treasury and Invest in Tomorrow.

    See "Other Information" for Locations

    Learn more about this agency

    Responsibilities

    WHAT IS THE SMALL BUSINESS/SELF EMPLOYMENT (SB/SE) DIVISION?  The Small Business/Self-Employed (SB/SE) Division provides examinations and taxpayer education services for about 7 million small businesses and upwards of 33 millions self-employed and supplemental income taxpayers. SB/SE taxpayers generally have higher incomes than most taxpayers, need to file twice as many tax forms, and generally need to rely more on paid tax preparers and the taxpayer education outreach activities of the IRS.

    WHAT DOES A CONTACT REPRESENTATIVE DO? IRS Contact Representatives work primarily with taxpayers and their representatives through telephone or face-to-face contact. You would provide authoritative tax law assistance and take action where needed to resolve their tax issues, often involving delinquent situations. Actions needed might include analyzing the taxpayer's ability to pay, initiating liens, and negotiating installment payment agreements.

    As a Contact Representative you will:

    • Provide technical assistance to individuals and/or businesses primarily through telephone interaction in a dynamic call center environment, and/or face-to-face contact;
    • Address wide range of issues/problems that require unique solutions;
    • Apply the tax code to assist taxpayers in understanding and meeting their tax responsibilities;
    • Secure, analyze and protect sensitive personal and financial information;
    • Make determinations and use sound judgment to resolve taxpayer disputes and delinquency issues; And
    • Develop, analyze and evaluate information involving the research of computerized records by accessing multiple online/database systems.

    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

    Travel Required

    Not required

    Supervisory status

    No

    Promotion Potential

    08

  • Job family (Series)

    0962 Contact Representative

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    Requirements

    Conditions Of Employment

    • Refer to Other Information.
    • Click "Print Preview" to review the entire announcement before applying.
    • Must be a U.S. Citizen or National

    .

    Qualifications

    You must meet the following requirements by the closing date of this announcement:

    GS-05 LEVEL: You must have one 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 that may have been gained in work with records, documents or financial accounts which involved applying established rules and procedures, or experience gained through work in positions that involved frequent contact with the public researching and responding to non-routine requests for information orally or in writing. The following are examples of specialized experience that may be qualifying and are not all inclusive. Applying laws, rules or regulations and written guidelines; Experience gained in an environment conducting face to face and/or telephone interviews (e.g., collection agency, telemarketing, customer service, sales) resolving problems and issues; Negotiating with others to resolve issues; Performing administrative and technical procedures using a computer to locate and review records and reconcile discrepancies; Experience working with records or financial accounts applying established rules and procedures (e.g., basic accounting, credits and debits, researching and/or adjusting accounts). OR
    You may substitute education for specialized experience as follows: completed at least 4 years of education above the high school level leading to a Bachelor’s degree (120 semester hours, 180 quarter hours or 2880 formal classroom hours) or a Bachelors or higher degree. 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: You must have 1 year of specialized experience at a level of difficulty and responsibility equivalent to the GS-05 grade level in the Federal service. Specialized experience for this position includes: experience that may have been gained in work with records, documents or financial accounts which involved applying established rules and procedures. Experience may also have been gained through work in customer service positions that involved frequent contact with the public, and may have involved researching and/or adjusting customer accounts. The following are examples of specialized experience that may be qualifying. Please note that these are just examples and this list is not all inclusive: Applying laws, rules or regulations and written guidelines; Communicating orally in order to provide information, assistance, or instructions to members of the general public or their representatives; Negotiating with others to resolve issues;Performing administrative and technical procedures using a computer to locate and review records and reconcile discrepancies; Writing correspondence in response to inquiries and drafting a variety of other written products.

    GS-07 LEVEL: You must have 1 year of specialized experience at a level of difficulty and responsibility equivalent to the GS-06 grade level in the Federal service. Specialized experience for this position includes: experience that may have been gained in work with records, documents or financial accounts which involved applying established rules and procedures. Experience may also have been gained through work in customer service positions that involved frequent contact with the public, and may have involved researching and/or adjusting customer accounts. The following are examples of specialized experience that may be qualifying. Please note that these are just examples and this list is not all inclusive: Applying laws, rules or regulations and written guidelines; Communicating orally in order to provide information, assistance, or instructions to members of the general public or their representatives; Negotiating with others to resolve issues;Performing administrative and technical procedures using a computer to locate and review records and reconcile discrepancies; Writing correspondence in response to inquiries and drafting a variety of other written products.

    GS-08 LEVEL: You must have 1 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 experience that may have been gained in work with records, documents or financial accounts which involved applying established rules and procedures. Experience may also have been gained through work in customer service positions that involved frequent contact with the public, and may have involved researching and/or adjusting customer accounts. The following are examples of specialized experience that may be qualifying. Please note that these are just examples and this list is not all inclusive: Applying laws, rules or regulations and written guidelines; Communicating orally in order to provide information, assistance, or instructions to members of the general public or their representatives; Negotiating with others to resolve issues;Performing administrative and technical procedures using a computer to locate and review records and reconcile discrepancies; Writing correspondence in response to inquiries and drafting a variety of other written products.

    -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-time work 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.

    Education

    Additional information

    (144) Vacancies in Small Business/Self Employed (SB/SE) Service Centers; Campus Collection Atlanta; Collection Operations Memphis in the following location, Memphis, TN.


    The anticipated start date is December 2019

    - We may select from this announcement or any other source to fill one or more vacancies.  Additional jobs may be filled.
    - This is a bargaining unit position.
    - We offer opportunities for telework.
    - We offer opportunities for flexible work schedules.
    - A 1-year probationary period is required.
    - Must successfully complete a background investigation including an FBI criminal history record check (fingerprint check).
    - Complete a Declaration for Federal Employment to determine your suitability for Federal employment, at the time requested by the agency.
    - If you are a male applicant born after December 31, 1959, certify that you have registered with the Selective Service System or are exempt from having to do so.
    - Have your salary sent to a financial institution of your choice by Direct Deposit/Electronic Funds Transfer.
    - Go through a Personal Identity Verification (PIV) process that requires two forms of identification from the Form I-9.  Federal law requires verification of the identity and employment eligibility of all new hires in the U.S.
    -Must meet IRS telework eligibility requirements.
    -Tours of Duty: Monday - Friday, (day, night and mid-shift) as follows:

      • Shift 1:   (Day)  6:00 a.m. - 6:00 p.m.  Actual TOD will be defined at job offer.
      • Shift 2:   (Night)  3:30 p.m. - 2:00 a.m.  Actual TOD will be defined at job offer.
      • Shift 3:   (Mid-Shift)  12:00 p.m. - 8:00 p.m.  Actual TOD will be defined at job offer.

    How You Will Be Evaluated

    Your application includes your resume, responses to the online questions, and required supporting documents. Please be sure that your resume includes detailed information to support your qualifications for this position; failure to provide sufficient evidence in your resume may result in a “not qualified” determination.

    If you are tentatively eligible and qualified for this position, you may be asked to participate in an on-line Assessment. Participation in the assessment process is dependent on the date and time of application and the number of vacancies being filled in each location at the closing of this announcement. Throughout the hiring process applicants will be evaluated on competencies critical to the Contact Representative position: Customer Service, Conflict Management, Decision Making, Interpersonal Skills, Listening, Managing and Controlling Calls, Problem Solving, Oral and Written Communications, Attention to Detail, Conscientiousness and Reliability, Independence, Persistence, Planning and Organizing, Self-Esteem, Emotional Intelligence, Reading Comprehension, and Arithmetic/Mathematical Reasoning.

    Rating: You will respond to a series of questions designed to assess your possession of your potential (proficiency and capabilities) relative to the Contact Representative position. This assessment may take up to an one hour to complete. Category rating will be used to rank and select eligible candidates. Your results from the on-line assessment will be used to assign you to one of two quality level categories, (i.e., A/B = Best Qualified , C = Qualified).

    Veterans' preference is applied after applicants are assessed. Preference-eligibles will be listed at the top of their assigned category and considered before non-preference-eligibles in that category. Qualified preference-eligibles with a compensable service-connected disability of 10% or more will be listed at the top of the highest category.

    Referral:
    If you are among the top qualified candidates, your application may be referred to a selecting official for consideration. You may be required to participate in a selection interview (telephonic and/or in person at the discretion of the Selecting Official in accordance with hiring polices). We will not reimburse costs related to the interview such as travel to and from the interview site.

    If you are a displaced or surplus Federal employee (eligible for the Career Transition Assistance Plan (CTAP)/Interagency Career Transition Assistance Plan (ICTAP), you must receive a rating of category A/B to be rated as “well qualified" to receive special selection priority.

    This vacancy announcement will be used as a register to fill vacancies through 10/14/2020.  Assessment scores are valid for an indefinite period of time.

    You will only be allowed to take the on-line assessments once in a 12-month period. If you choose to retake the assessments after 12 months, your most current score will be used even if it's lower than your previous score.


    To preview questions please click here.

    Background checks and security clearance

    Security clearance

    Not Required

    Drug test required

    No

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    Required Documents

    A complete application includes 1. A resume, 2. Vacancy question responses, and 3. Submission of any required documents. Please note that if you do not provide all required information, as specified in this announcement, you will not be considered for this position (or may not receive the special consideration for which you may be eligible).

    All applicants are required to submit a resume either by creating one in USAJOBS or uploading one of their own choosing. (Cover letters are optional). To receive full credit for relevant experience, please list the month/year and number of hours worked for experience listed on your resume. We suggest that you preview the online questions, as you may need to customize your resume to ensure that it supports your responses to these questions. Please view Resume Tips

    VETERANS' PREFERENCE DOCUMENTATION If you are claiming veterans’ preference, you must submit a copy of your DD-214 (Member 4 copy), or other official documentation from a branch of the Armed Forces or the Department of Veterans Affairs showing dates of service and type of discharge. Ten-point preference eligibles must also submit an Application for 10-point Veteran Preference, SF-15, along with the required documentation listed on the back of the SF-15 form. For more information on veterans' preference view FedsHireVets.

    Career Transition Assistance Plan (CTAP) or Interagency Career Transition Assistance Plan (ICTAP) DOCUMENTATION If you are a displaced or surplus Federal employee, click CTAP/ICTAP for eligibility and a detailed list of required documents. IRS CTAP eligibles can apply for jobs both within and outside the commuting area.

    EDUCATION DOCUMENTATION: For positions with an education requirement, or if you are qualifying for this position by substituting education or training for experience, submit a copy of your transcripts or equivalent. An official transcript will be required if you are selected. A college or university degree generally must be from an accredited (or pre-accredited) college or university recognized by the U.S. Department of Education. For a list of schools which meet these criteria, please refer to Department of Education Accreditation page.

    If you are qualifying based on foreign education, you must submit proof of creditability of education as evaluated by a credentialing agency. Refer to the OPM instructions.

    If you are relying on your education to meet qualification requirements:

    Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education.

    Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.

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    Benefits

    A career with the U.S. Government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding.

    Our comprehensive benefits are very generous. Our benefits package includes:

    • Challenging work, opportunities for advancement, competitive salaries, bonuses and incentive awards.
    • Ten paid holidays, 13 days of sick leave, and 13 to 26 days of vacation time each year.
    • Access to insurance programs that may be continued after you retire.
    • A wide choice of health insurance plans, coverage for pre-existing conditions, and no waiting periods. We pay a substantial amount (up to 75%) of the health insurance premiums.
    • A retirement program which includes employer-matching contributions.
    • Learn more about Federal benefits programs at: Pay and benefits

    Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time, or intermittent. Contact the hiring agency for more information on the specific benefits offered.

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    How to Apply

    The following instructions outline our application process. You must complete this application process and submit any required documents by 11:59 p.m. Eastern Time (ET) on the closing date of this announcement. We are available to assist you during business hours (normally 8:00 a.m. - 4:00 p.m. ET, Monday - Friday). If applying online poses a hardship, please contact us by noon ET on the announcement's closing date.

    This is an open continuous vacancy register announcement which allows applicants to apply up to the last cutoff date listed in the announcement.  The roster open period is 9/16/2019 through 9/15/2020.  The register will be used to fill an anticipated 144 vacancies throughout the next 12 months. Selections may be made through 9/15/2020.  Contingent upon funding and space requirements, one or more vacancies may be filled at the location listed in this announcement as they become available. Applicants need to apply and/or update their applications by 11:59 pm ET at the close of each of the following cutoff dates to be considered:  9/27/2019,  1/21/2020  4/17/2020 and 7/20/2020



    Treasury believes in a working environment that supports inclusion; please view our reasonable accommodation policies and procedures at https://www.jobs.irs.gov/midcareer/reasonable-accommodation.html. We will provide reasonable accommodation to applicants with disabilities on a case-by-case basis; please contact us if you require this for any part of the application and hiring process.

    If you are an applicant with a disability, you may contact the Philadelphia IRS Disability Employment Program Coordinator, at SBSE2EXTAPP@IRS.GOV about special appointment authorities for persons with disabilities, in addition to applying for this job announcement. 

    • To begin, either click the “Create a New Account” button and follow the prompts to register or if you previously registered, click the "Apply Online" button and follow the prompts.
    • You will be re-directed to Treasury’s CareerConnector system to complete your application process; answer the online questions, and submit all required documents. (To submit supporting documents, click one of the available options; Upload; Fax; or Reuse existing documents. To protect your privacy, we suggest you first remove your SSN). Also, go to “My Account” to view and update your information, as necessary.
    • To complete, you must click the “Finish” button located at the bottom of the “Application Review” page.
    • To verify your application is complete, log into your USAJOBS account, select the Application Status link and then select the more information link for this position. The Details page will display the status of your application and the documentation received.
    • To return to an incomplete application, log into your USAJOBS account and click Update Application in the vacancy announcement. You must re-select your resume and/or other documents from your USAJOBS account or your application will be incomplete.

    If you are experiencing system issues with your application, please contact the CareerConnector Help Desk at careerconnectorhelp@treasury.gov and/or the USAJOBS Help Desk.

    Agency contact information

    IRS Jobs Online Help Desk

    Address

    INTERNAL REVENUE SERVICE
    2970 Market Street
    Philadelphia, Pennsylvania 19104
    United States
    Learn more about this agency

    WHY IS THE IRS A GREAT PLACE TO WORK? As an IRS employee, you will feel proud knowing you helped make America stronger while working at one of the world’s biggest financial institution. You will be part of an organization that collects over $2 trillion in revenue and processes over 200 million tax returns annually. We are proud of how we apply the tax law with integrity and fairness to all.The IRS hires talented and dedicated individuals from many backgrounds, including accounting, business, finance, law enforcement and information technology. Whether you are just starting out or looking for a new opportunity, consider an IRS career.

    Next steps

    You may check the status of your application for this position at any time by logging onto the USAJOBS “My Account” tab and clicking on “Application Status”. For a more detailed update of your application status, you may click on “more information.”

    Please notify us if your contact information changes after the closing date of the announcement. Also, note that if you provide an email address that is inaccurate or if your mailbox is full or blocked (e.g., spam-blocker), you may not receive important communication that could affect your consideration for this position.

Fair & Transparent

The Federal hiring process is setup to be fair and transparent. Please read the following guidance.

Equal Employment Opportunity Policy

The United States Government does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy And gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.

Reasonable Accommodation Policy

Federal agencies must provide reasonable accommodation to applicants with disabilities where appropriate. Applicants requiring reasonable accommodation for any part of the application process should follow the instructions in the job opportunity announcement. For any part of the remaining hiring process, applicants should contact the hiring agency directly. Determinations on requests for reasonable accommodation will be made on a case-by-case basis.

A reasonable accommodation is any change in the workplace or the way things are customarily done that provides an equal employment opportunity to an individual with a disability. Under the Rehabilitation Act of 1973 the Equal Employment Opportunity Commission (EEOC) must provide reasonable accommodations:

  • An applicant with a disability needs an accommodation to have an equal opportunity to apply for a job.
  • An employee with a disability needs an accommodation to perform the essential job duties or to gain access to the workplace.
  • An employee with a disability needs an accommodation to receive equal access to benefits, such as details, training, and office-sponsored events.

Legal and regulatory guidance

This job originated on www.usajobs.gov. For the full announcement and to apply, visit www.usajobs.gov/GetJob/ViewDetails/545753900. Only resumes submitted according to the instructions on the job announcement listed at www.usajobs.gov will be considered.