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    Duties

    Summary

    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).

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    Responsibilities

    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

    Travel Required

    Occasional travel - Travel may be required for training.

    Supervisory status

    No

    Promotion Potential

    08

This job originated on www.usajobs.gov. For the full announcement and to apply, visit www.usajobs.gov/GetJob/ViewDetails/551346500. Only resumes submitted according to the instructions on the job announcement listed at www.usajobs.gov will be considered.