ARIZONA DEPTARTMENT OF REVENUE

Funding Arizona’s future through excellence in innovation, exceptional customer service and public servant-led continuous improvement.

All Arizona State employees operate within the Arizona Management System (AMS), an intentional, results-driven approach for doing the work of state government. Our goal is for every ADOR team member to reflect on individual and team performance, reduce waste, and commit to continuous improvement with sustainable progress. Through AMS, every ADOR team member seeks to understand customer needs, identify problems, improve processes, and measure results.

Tax Collector 2, Customer Care

Job Location:

Address: 1600 W. Monroe Street, Phoenix, AZ 85007

Posting Details:

Salary: $19.71 an hour ($41,000 annualized) 

Grade: 18

Closing Date: Open Until Closed

This position may require in-office/in-person training until needed competencies are learned, but then may offer the ability to work remotely, within Arizona, based upon the department's business needs and continual meeting of expected performance measures.

Job Summary:

The Tax Collector is responsible for the collection of delinquent tax liabilities of assigned cases on behalf of the Department of Revenue. Via ticketing system assignments, tax cases could include Individual Income, Corporate Income, Withholding, and Transaction Privilege Tax (TPT) cases. This role contacts and completes the collection of tax liabilities and delinquencies via phone calls, emails, or other means of contact to negotiate payment plans and/or enforce collection activities. All work is to be completed while educating taxpayers and promoting voluntary taxpayer compliance. This role is eligible for remote work with occasional presence in the Phoenix office.

Job Duties: 

Service Delivery

• Engages in inbound and outbound communication with taxpayers via phone call, email, or other means to resolve delinquent tax liabilities, as assigned

  • Assist and answer questions/inquiries from taxpayers

  • Refer and/or escalate taxpayer grievances to designated departments or unit leads/supervisors

  • Keep record of interactions/transactions and record details of the inquiry and the actions taken

  • Contact customers to respond to inquiries and/or to notify them of results or actions taken by the agency

  • Obtain and examine all relevant information to assess the validity of inquiries

• Educates taxpayers and promotes voluntary compliance by reviewing financial statements, providing supporting documentation, and offering assistance on how to obtain and maintain tax compliance

• Conducts case research, locates returns, and audits records, as assigned

• Negotiates payment arrangements for delinquent tax liabilities

Agency/Department Compliance & Continuous Improvement

• Remains current on all laws, regulations, policies, and best practices related to taxation through regular engagement in activities such as: self-directed research, conferring with other practitioners and technical experts; subscriptions to regulatory/legal/industry newsletters and briefs; membership industry associations and attendance at meetings/events; and or participation in training and others continuing education opportunities.

• Actively contributes to team and individual effectiveness through the following: -

  • Attends staff meetings and huddles of work unit or district; and may cascade and track information as indicated

  • Completes all required training in a timely manner.

  • Participates in assigned work teams as appropriate.

  • May complete periodic metrics, projects, huddle boards and reports as requested. 

  • Prepares for and actively participates in 1:1 coaching with supervisor

• Maximizes work processes and deliverables through lean principles within the Arizona Management System (AMS); and provides recommendations for process improvement, and