The Taxpayer Advocate Service is an independent organization within the IRS. The TAS mission is to assist taxpayers in resolving their problems with the IRS (Case Advocacy), and to identify and propose administrative and legislative solutions to mitigate those problems (Systemic Advocacy).Learn more about this agency
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WHAT DOES AN INTAKE TECHNICIAN DO? As a Lead Intake Advocate 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 involves 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 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 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
Occasional travel - Travel may be required for training.
Job family (Series)
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.
- IRS Employees with Career or Career Conditional Appointments.
BILINGUAL POSITIONS ONLY: This is a bilingual position. Applicants will be required to demonstrate proficiency in Spanish. You must be able to speak, read and write the selected language in order to be considered proficient in that language. If you indicate language proficiency, you may be tested at some point in the hiring process to determine if you possess the required level of proficiency. If you are unable to demonstrate proficiency, you will not be qualified for this position.
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-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.
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).
2 Positions are located in Taxpayer Advocate Service, EDCA ITS CCI East at City View Plaza 48 Carr 165, Guaynabo, PR 00968 (PR4001)
POSITION DESCRIPTION: 98017
A PM/C SharePoint site is available for IRS Employees at: https://organization.ds.irsnet.gov/sites/HCOETS/PMC/SPDLibrary/SitePages/Home.aspx
CONDITIONS OF EMPLOYMENT:
- We may select from this announcement or any other source to fill one or more vacancies.
- This is a bargaining unit position.
- Alternative work schedule, staggered work hours or telework may be available.
- Must meet IRS telework eligibility requirements.
- The ability to speak, read, and write Spanish and English must be documented on the resume.
- TOD: Monday – Friday, 7:00am – 3:30pm Atlantic Standard Time (AST) during Eastern Daylight Saving Time, then to coincide with a year round TOD of 7:00am – 3:30pm Eastern, TOD will be changed to Monday – Friday, 8:00am – 4:30pm Atlantic Standard Time (AST) during Eastern Standard time OR Monday – Friday, 8:00am – 4:30pm Atlantic Standard Time (AST) during Eastern Daylight Saving Time, then to coincide with a year round TOD of 8:00am – 4:30pm Eastern, TOD will be changed to Monday – Friday, 9:00am – 5:30pm Atlantic Standard Time (AST) during Eastern Standard time.
- TOD to be determined at time of selection.
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.
Rating: Your application will be evaluated on the CJEs of the position to be filled per the National Agreement Article 13.
Your application will also be rated and ranked among others, based on your responses to the online questions, regarding your experience, education, training, performance appraisals and awards relevant to the duties of this position. IRS employees may obtain most recent awards listing at https://persinfo.web.irs.gov/
Your rating may be lowered, if your responses to the online questions are not supported by the education and/or experience described in your application.
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 Treasury employee eligible for the Career Transition Assistance Plan (CTAP), you must receive a score of 80 or better to be rated as well qualified to receive special selection priority.
To preview questions please click here.
Background checks and security clearance
Drug test required
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
Career Transition Assistance Plan (CTAP) DOCUMENTATION
If you are a displaced or surplus Treasury employee, click CTAP for eligibility and a detailed list of required documents. IRS CTAP eligibles can apply for jobs within and outside the commuting area.
IRS Reassignment Preference Program (RPP)
You must meet the requirements in your RPP notice. Submit a copy of your RPP Notice along with a copy of your most recent annual performance appraisal. Your performance appraisal must have a fully successful or higher overall rating.
Submit a copy of your most recent completed performance appraisal.
IRS employees: if a revalidated appraisal is used for merit promotion, the supervisor must prepare a narrative for each critical job element that does not have a narrative describing the performance in the appraisal period covered by the rating. Note: If you are a manager or management official, your most recent annual performance appraisal must be used for the overall rating identified.
If you are qualifying for this position by substituting education or training for experience, submit a copy of your transcripts or equivalent. If the position has specific education requirements and you are currently (or have previously been) in the Federal job series to be filled, there is no need to submit a transcript or equivalent at this time. 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.
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.
As a current employee, you know the great benefits we offer. Should you have any questions about benefits, please contact the Employee Resource Center (ERC) at 1-866-743-5748 option #1 for ERC.
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.
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.
Treasury believes in a working environment that supports inclusion; please view our reasonable accommodation policies and procedures at https://jobs.irs.gov/seasonal/reasonable-accommodation.html We will provide reasonable accommodation to applicants with disabilities on a case-by-case basis. Please contact TAS.Hiring@irs.gov if you require this for any part of the application and hiring process.
- 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 “Submit Application” 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, 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.
Agency contact information
IRS Jobs Online Help Desk
AddressINTERNAL REVENUE SERVICE
5333 Getwell Rd
Memphis, Tennessee 38118
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 institutions. 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. You will be challenged and supported on a daily basis. Whether you are just starting out or looking for a new opportunity, consider an IRS career.
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 to a job, the work environment, or the way things are usually done that enables an individual with a disability to apply for a job, perform job duties or receive equal access to job benefits.
Under the Rehabilitation Act of 1973, federal agencies must provide reasonable accommodations when:
- 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.
You can request a reasonable accommodation at any time during the application or hiring process or while on the job. Requests are considered on a case-by-case basis.
Legal and regulatory guidance
This job originated on www.usajobs.gov. For the full announcement and to apply, visit www.usajobs.gov/GetJob/ViewDetails/551346600. Only resumes submitted according to the instructions on the job announcement listed at www.usajobs.gov will be considered.