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Contact Representative (English/Spanish) -- Direct Hire, Incentive Eligible -- 12 Month Roster

Duties

WHAT IS THE WAGE AND INVESTMENT DIVISION?

A description of the business units can be found at: https://www.jobs.irs.gov/about/who/business-divisions

Vacancies will be filled in the following specialty areas:

Wage and Investment -- Accounts Management

The following are the duties of this position at the full working level. If you are selected at a lower grade level, you will have the opportunity to learn to perform these duties and will receive training to help you grow in this position.

Uses sophisticated interviewing techniques, the employee reviews individual circumstances and goals, and advises on the most advantageous ways to meet them.
Elicits sensitive, personal and financial information, e.g., innocent spouse determinations, bankruptcies, or draws out information the individual may attempt to withhold, e.g., additional sources of income, overpayments, to ensure compliance with reporting and disclosure requirements.
Makes determinations and uses sound judgment concerning controversial matters in reporting as appropriate the degree to which the individual understood their responsibilities and whether errors in their records reflected honest mistakes or fraudulent intent.
Develops, analyzes and evaluates information involving the research of records and the nature of each inquiry including the way it was presented in order to inform and advise, answer inquiries, or resolve problems related to the unique circumstances of each individual or fulfill regulatory requirements.
Explains what future actions are necessary to achieve voluntary compliance by computing and/or advising on tax liability and probable assessment of taxes in cases involving: varied sources of income, including self-employment, itemized personal and business expense deductions, or carryover/carry back of capital losses and investment credit from prior years, or comparable issues requiring reference to the tax code and precedent.

Requirements

Conditions of Employment

To ensure compliance with an applicable preliminary nationwide injunction, which may be supplemented, modified, or vacated, depending on the course of ongoing litigation, the Federal Government will take no action to implement/enforce the COVID-19 vaccination requirement pursuant to Executive Order 14043 on Requiring Coronavirus Disease 2019 Vaccination for Federal Employees. Federal agencies may request information regarding the vaccination status of selected applicants for the purposes of implementing other workplace safety protocols, such as protocols related to masking, physical distancing, testing, travel, and quarantine.
If you are in a telework eligible position, you may be directed to telework on a full-time basis due to COVID 19. Employees must be within a 200-mile radius of their assigned post-of-duty (POD) while in a telework status. Once normal operations resume, employees will be directed back to the office at least two days per pay period. Telework eligibility does not guarantee telework; employees must meet IRS telework eligibility requirements and supervisor's approval to participate in the IRS Telework Program. As a reminder - If you are selected for a position, you are responsible for reporting to your designated POD (location) on the negotiated start date or as directed by management.
Must be a U.S. Citizen or National and provide proof of U.S. Citizenship. (Birth certificate showing birth in the U.S; Unexpired U.S. Passport; Certificate of Citizenship or Naturalization; or Report of Birth Abroad of a U.S. Citizen (Form FS-240))
Undergo a review of prior performance and an income tax verification. Refer to "Get Your Tax Record" at http://www.irs.gov/(https://www.irs.gov/individuals/get-transcript) to check your account, balance owed, payment history, make a payment, or review answers to tax questions. If you are not in compliance, you will be determined unsuitable for employment with IRS.
Must complete a background investigation, including a FBI criminal history record check (fingerprint check).
Complete a Declaration for Federal Employment to determine your suitability for Federal employment, at the time requested by the agency.
Go through a Personal Identity Verification (PIV) process that requires two forms of identification from the Form I-9. Federal law requires verification of the identity and employment eligibility of all new hires in the U.S. These documents must be unexpired original or certified copies.

Qualifications

Federal experience is not required. 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-timework 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.

To qualify for this position, applicants must meet one of the following requirements by the time of referral:

SPECIALIZED EXPERIENCE: Applicants must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-4 level in the Federal Service. Examples of specialized experience includes: experience that may have been gained in work with records, documents or financial accounts which involved applying established rules and procedures, or experience gained through work in positions that involved frequent contact with the public researching and responding to non-routine requests for information orally or in writing. The following are examples of specialized experience that may be qualifying and are not all inclusive. Applying laws, rules or regulations and written guidelines; Experience gained in an environment conducting face to face and/or telephone interviews (e.g., collection agency, telemarketing, customer service, sales) resolving problems and issues; Negotiating with others to resolve issues; Performing administrative and technical procedures using a computer to locate and review records and reconcile discrepancies; Experience working with records or financial accounts applying established rules and procedures (e.g., basic accounting, credits and debits, researching and/or adjusting accounts).

You may substitute education for specialized experience as follows: completed at least 4 years of education above the high school level leading to a Bachelor's degree (120 semester hours, 180 quarter hours or 2880 formal classroom hours) or a Bachelors or higher degree.

You may qualify with a combination of experience and education equivalent to one (1) year of specialized experience.

BILINGUAL (SPANISH) POSITIONS ONLY: We are filling both English and bilingual (Spanish) vacancies. For the bilingual vacancies, applicants will be required to self-certify proficiency in Spanish and English. You must be able to speak the selected language in order to be considered proficient in that language. If you are selected for this bilingual position and fail to demonstrate proficiency, you may be terminated from employment.