Customer Resolution Associate (Hiring for Multiple Internal Positions-Eligible for Telework)

Title: Customer Resolution Associate (Hiring for Multiple Positions)

State Role Title: Financial Services Spec I

Hiring Range: Commensurate with Experience

Pay Band: 4

Agency: Department of Taxation

Location: Westmoreland

Agency Website: https://www.tax.virginia.gov/

Recruitment Type: Agency Employee Only - A

Job Duties

The Virginia Department of Taxation seeks multiple Customer Resolution Associates (CRA) in the Office of Tax Processing. The CRA will assist the agency to ensure that tax returns and payments errors are corrected and processed accurately and timely. The CRA helps the Department of Taxation achieve these goals by providing quality customer service to Virginia taxpayers and internal customers and by adhering to state and federal tax law and the department’s policy and procedures. There will be opportunities to work with other partnering units.

As an CRA, you will…

Evaluate tax returns as they are presented or assigned and conduct research and analysis in order to implement the proper corrective action

Apply knowledge of tax laws, rules and regulations to make independent and logical decisions regarding how to correct tax returns and payment errors

Correspond with taxpayers in order to gain additional information as well as to provide taxpayer education

These are full time positions, with 8-hour shifts, Monday-Friday, 7:30am – 4:00pm ET. This is an office position that is eligible for 2 days of teleworking from home. The positions are based in Richmond and the initial training takes 4 weeks. The anticipated start date for the positions will be in July 2025.

The positions are located in our Westmoreland Office in Richmond, Virginia.

The positions are eligible for a hybrid telework schedule once fully trained.

To be eligible to telework from home, a hard-wired high-speed Internet connection is REQUIRED with a download speed of 10 MB or higher, an upload speed of 10 MB or higher, and a maximum latency of 75 MS. Your modem/router must have ethernet ports for a physical phone connection. (See testing requirements under special instructions)

The anticipated hiring salary is $44,192.

As a member of the Virginia Tax team, you can expect additional benefits such as:

• Job stability and quality of life! Enjoy your work/life balance with flexible schedule options and up to two days of telework per week.
• 12 Paid State holidays on top of vacation, sick, volunteer, and personal leave!
• Comprehensive and affordable health benefits.
• Got student loans? You may be eligible for the Public Service Loan Forgiveness program.
• Participation in the Virginia Retirement System, VA 457 Deferred Comp, and more.

At Virginia Tax…

We are dedicated, resourceful individuals who strive to exceed our customers’ expectations. Not only do we serve the public, we are the public. We are a part of a community that cares about and celebrates each other, who promote opportunities for growth within a stable environment, and support a healthy work-life balance. 

What we do matters. So do you.

Minimum Qualifications

Knowledge in the use of TAX systems (Advantage Revenue [AR], Siebel, Image Retrieval)

Experience conducting quantitative research and analysis

Working knowledge of accounting principles and practices

Experience and ability to work independently

Experience working with accounting software or systems

Experience working in a customer focused setting and with the public

Additional Considerations

Strong communication verbally and in writing

Experience preparing and/or examining Virginia Individual or Business tax returns

 

Special Instructions

You will be provided a confirmation of receipt when your application and/or résumé is submitted successfully. Please refer to “Your Application” in your account to check the status of your application for this position.

All Virginia Tax employees must be current with filing their tax returns ensuring they were filed in compliance with established laws, rules and regulations.

Selected candidate(s) will be required to consent to and successfully pass a background investigation which includes fingerprint-based crimi