06/01/1989 03783

TAX ACCOUNT COLLECTIONS MANAGER

DEFINITION: This is managerial work in planning, organizing and directing the telephone and mail collections of delinquent taxes in the Department of Revenue.

An employee in this class is responsible for directing through subordinate supervisors the collection of delinquent taxes through telephone and mail contacts. Employees evaluate the effectiveness of mail and telephone delinquent tax collections activities. Work includes resolving operational problems for subordinate supervisors; coordinating the provision of clerical support for telephone collections staff; reviewing recommendations for negotiated Deferred Payment Plans, compromises and write-offs; monitoring taxpayer payments and the filing of current returns; preparing reports on collections activities; and interpreting tax laws, rules, regulations, administrative policies and procedures. Work also includes directing the implementation of program policies and operating procedures and recommending revisions to program policies and operating procedures. Supervision is exercised over subordinate supervisors engaged in the telephone and mail collection of delinquent taxes. Work is performed with considerable independence under the direction of a Telephone Collections Manager or an administrative superior and is reviewed through conferences and reports for attainment of goals and objectives and program effectiveness.

EXAMPLES OF WORK: Plans, organizes and directs through subordinate supervisors, the telephone and mail collection of delinquent taxes for personal income, corporation, sales and use, and employer withholding taxes through the Delinquent Enforcement Business Tax System.

Assigns, reviews and approves completed work; determines work priorities and resolves operational problems; determines work priorities, sets goals, and reviews employee work performance.

Reviews and recommends approval of negotiated Deferred Payment Plans for delinquent taxpayers, and reviews recommendations for compromises and write-offs to determine if proposals are consistent with tax laws, rules, regulations, policies and procedures.

Interprets various tax laws, rules, regulations, administrative policies and procedures for staff, taxpayers and their representatives.

Directs the implementation of program policies and operating procedures, recommends revisions to program policies and operating procedures based on program evaluations.

Prepares reports on telephone and mail tax collections.

Evaluates the effectiveness of telephone and mail collections based on performance indicators and computerized reports.

Coordinates the provision of clerical support telephone collections staff to insure work flows properly between sections and work priorities are identified.

Recommends employees for training or promotion, as appropriate.

Receives grievances and complaints, conducts initial investigations into causes and conditions, discusses with employees, and resolves or recommends solutions to grievances or complaints.

Interprets contractual and administrative rights and obligations for subordinates and modifies the work environment or process to conform to changing conditions.

Approves leave requests, and reviews leave usage to determine if abuse patterns exist.

Establishes standards to measure subordinates performance; discusses performance standards with subordinates.

Meets with staff to inform them of changes to rules, regulations, policies and procedures.

Performs related work as required.

REQUIRED KNOWLEDGES, SKILLS, AND ABILITIES: Knowledge of the principles and practices of public administration.

Knowledge of the applicable tax laws, rules, regulations, policies procedures and interpretations of sales and use, personal income, corporation and employer withholding taxes.

Knowledge of the principles, methods and techniques of telephone collections.

Knowledge of current labor agreement provisions.

Ability to interpret tax laws, rules, regulations, policies and procedures pertaining to sales and use, personal income, corporation and employer withholding taxes.

Ability to coordinate the scheduling of clerical support to telephone collections staff.

Ability to evaluate employees' performance and prepare employee performance evaluation reports.

Ability to comprehend and effectively administer personnel policies and procedures in accordance with collective bargaining agreements and departmental administrative policies.

Ability to establish effective working relationships with taxpayers and their representatives, peers, subordinates, other departmental staff, volunteer and private sector groups.

Ability to supervise work activities of subordinates effectively.

Ability to implement program policies and procedures and to recommend revisions to program policies and procedures based on program evaluations.

Ability to direct the sale of cigarette tax stamps and the issuance of temporary and permanent sales tax licenses.

Ability to express ideas clearly and concisely, both orally and in writing.

Ability to prepare reports on telephone tax collections and taxpayer assistance program activities.

MINIMUM EXPERIENCE AND TRAINING: One year of experience as a Tax Account Collections Supervisor;

                                                                                                                                                             or

Five years of experience in reviewing tax documents and making taxpayer liability decisions and applying tax laws, rules, regulations, policies and procedures, including one year in a supervisory capacity;

                                                                                                                                                            or

Five years of experience in the provision of taxpayer services in interpreting and applying tax laws, rules, regulations, policies and procedures, including one year in a supervisory capacity;

                                                                                                                                                           or

Five years of experience in the collection of taxes, including one year in a supervisory capacity;

                                                                                                                                                           or

Any combination of experience and training, including one year in a supervisory capacity, which provides the applicant with the required knowledges, skills and abilities.