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Contact RepresentativeNTE 1 Year(Centralized Evaluative Review (CER) Specialist)

Company: The Department of the Treasury
Location: Holtsville
Posted on: May 3, 2021

Job Description:

OverviewAccepting applications Open & closing dates 04/09/2021 to 04/22/2021 Service Competitive Pay scale & grade GS 09 Salary $61,742 to $80,263 per year Appointment type Permanent Work schedule Full-time Help DutiesSummaryWHAT IS THE WAGE AND INVESTMENT DIVISION? The Wage & Investment Division (W&I) serves about 122 million taxpayers who file upwards of 94 million returns each year. W&I provides high-quality taxpayer assistance, and enable taxpayers to transact and communicate electronically to file their returns and make payments. See "Other Information" for Locations. Learn more about this agency ResponsibilitiesWHAT DOES A CENTRALIZED EVALUATIVE REVIEWER (CER) DO? As a CER reviewer you will perform duties relating to quality assurance and individual evaluative review of Contact Representatives (CR) and Tax Examiners (TE) on the full range of Individual and/or Business Masterfile (IMF/BMF), Tax Law, International, and/or Tax Exempt and Government Entities (TEGE) customer contacts through the Aspect Telephone System, written correspondence and returns/cases processed. Provide technical assistance to the AM workforce via documented feedback.. Performs an analysis of review results and creates job aids, and quality initiatives to improve overall quality performance.As a Centralized Evaluative Reviewer you will: Complete evaluative review on toll-free telephone calls utilizing the Contact Recording System, and/or reviews closed paper cases using the electronic Correspondence Imaging System (CIS), evaluating the effectiveness of the call/case, identifying if all customerEvaluate current procedure and policy, proposing appropriate action which may include changes Probe and Response Guide, Interactive Tax Law Assistant (ITLA) and Internal Revenue Manual (IRM) revisions.Measure the accuracy of service provided to AM customers. Use quality monitoring techniques: contact recording, CIS, and diagnostic reports to assess quality and to identify trends affecting quality. Results may indicate training needs, procedural problems or areas needing emphasis.Analyze and evaluate information involving the research of records and the nature of each inquiry.Develop and prepare written or oral reports summarizing activities, identifying quality problem issues and recommending solutions for improvement. 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 RequiredNot required Supervisory status No Promotion Potential 09RequirementsConditions 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. .QualificationsYou must meet the following requirements by the closing date of this announcement. GS-09 LEVEL: You must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-08 grade level in the Federal service. Specialized experience for this position includes: experience applying the methods, precedents, and guidelines related to individual and/or business accounts to determine the appropriate amount of tax, penalties, interest, or payments. Experience applying methods, precedents, and guidelines related to Accounts Management programs. Communicating specialized information with internal and external customers verbally or in writing to clarify and resolve their account or tax issues and to fully advise the taxpayer of options available for meeting tax obligations. Experience working and/or dealing with individuals including, third party representatives, where individuals are evasive, irate, and unwilling to accept the Service's or Employers position as to the determination of their account. Experience using interviewing techniques (e.g., disclosure requirements) to obtain and exchange information regarding reported or under-reported items. Experience using on-line systems, investigative techniques and procedures to research materials to make determinations. Experience in written communication in order to prepare and present reports, draft proposals, conduct presentations, coordinate work processes and provide constructive feedback. Experience utilizing inventory management procedures to control casework and conduct research.-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-08 level for 52 weeks (time-in-grade requirement).EducationAdditional information4 Positions are located in Wage and Investment Service Centers, Brookhaven Accounts Management to be filled at the following location: 2 (two) Day Shift positions at 1040 Waverly Avenue, Holtsville, NY.2 (two) Swing Shift positions at 1040 Waverly Avenue, Holtsville, NY.POSITION DESCRIPTIONS: 98334A PM/C SharePoint site is available for IRS Employees at: 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. Tour of Duty: Monday - Friday 6:00 a.m. - 2:30 p.m. & 3:00 p.m. - 11:00 p.m. Must meet IRS telework eligibility requirements. NTE 1 year, May be extended up to 5 years, May be made permanent. How You Will Be EvaluatedYou will be evaluated for this job based on how well you meet the qualifications above.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 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 clearanceSecurity clearance Not Required Drug test requiredNoRequired DocumentsA 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 TipsCareer Transition Assistance Plan (CTAP) DOCUMENTATIONIf 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.PERFORMANCE APPRAISAL/AWARDSSubmit 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.EDUCATION DOCUMENTATIONIf 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.Fair & TransparentThe Federal hiring process is setup to be fair and transparent. Please read the following guidance. Equal Employment Opportunity PolicyThe 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. Equal Employment Opportunity (EEO) for federal employees & job applicants Reasonable Accommodation PolicyFederal 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. Learn more about disability employment and reasonable accommodations or how to contact an agency. Legal and regulatory guidance Financial suitability Social security number request Privacy Act Signature and false statements Selective Service New employee probationary period

Keywords: The Department of the Treasury, Westport , Contact RepresentativeNTE 1 Year(Centralized Evaluative Review (CER) Specialist), Other , Holtsville, Connecticut

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