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Commonwealth of Pennsylvania |
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POSITION DESCRIPTION FOR JOB POSTING |
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Position Number: 50335128 |
Description Activated On: 9/12/2025 10:52:48 AM |
Position Purpose: Describe the primary purpose of this position and how it contributes to the organization’s objectives. Example: Provides clerical and office support within the Division to ensure its operations are conducted efficiently and effectively. This position is responsible for supervising a technical staff in order to provide customer service and collections support to customers of the Department. |
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Description of Duties: Describe in detail the duties and responsibilities assigned to this position. Descriptions should include the major end result of the task. Example: Types correspondence, reports, and other various documents from handwritten drafts for review and signature of the supervisor. Performs a full range of supervisory duties over a staff of CEA Trainees, CEA 1’s and CEA 2’s in providing customer service and technical assistance to customers as it relates to their accounts, outstanding liabilities, and delinquencies. Participates in the development and implementation of projects and initiatives aimed at improving customer relations, taxpayer services and collections. Reviews reports and systems in order to determine where opportunities for training could be utilized to improve performance. Reviews, research, and resolves sensitive issues and inquiries that cannot be resolved by employees and provides guidance and direction on a response approach. Provide on-the-job training of new employees and ensures employees receive any needed cross-training. This includes training on computer automated tax collection systems. Conducts meetings to discuss problems and/or inform employees of changes in operations, policies or procedures within the section or division. Ensures all inquiries from taxpayers or their representatives are handled expeditiously by obtaining all pertinent information and that the account has been thoroughly reviewed to verify amount owed. Routes cases from work stage to other stages within the collection systems depending upon circumstances involved with accounts. Reviews case history and notes to determine appropriate routing or action. Reviews with manager, the computer-generated collection/activity reports to determine if collectors are using the proper collection procedures and timeframes, updating notes and clearing screens properly. Reviews and approves deferred payment plans and adjustments made to taxpayers accounts for accuracy and adherence to PA tax laws, rules, regulations and policies. Refers delinquent accounts for enforcement collections activities when contact center collections efforts are exhausted. Prepares a variety of original correspondence in response to taxpayers and their representatives. Explains to taxpayers, accountants, attorneys or other taxpayer representatives, verbally the application of various tax laws, rules, regulations and policies of the Pennsylvania tax code. Reviews all documents submitted by the taxpayer and departmental files to resolve complex questions regarding the taxpayer’s account, to determine if tax returns were appropriately filed, advise them how to file an amended return, or how to have adjustments made to their account. Demonstrates a commitment to the service-oriented culture of the Department. Apply Lean thinking in day-to-day tasks. Being mindful of internal controls and risk management when changes are made to a process. Treats others equitably and adheres to diversity and inclusion requirements in the workplace. Performs other related duties as required. |
Decision Making: Describe the types of decisions made by the incumbent of this position and the types of decisions referred to others. Identify the problems or issues that can be resolved at the level of this position, versus those that must be referred to the supervisor. Example: In response to a customer inquiry, this work involves researching the status of an activity and preparing a formal response for the supervisor’s signature. Determines unit’s work priorities, sets performance standards, and goals, evaluates work performance, resolves employee complaints, decides if disciplinary action is necessary, interviews and recommends candidates for vacancies, approves/disapproves leave requests, and determines training needs of subordinates. Approves/denies deferred payment plans. Determines proper work stages for cases in PATH. |
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Requirements Profile: Identify any specific experience or requirements, such as a licensure, registration, or certification, which may be necessary to perform the functions of the position. Position-specific requirements should be consistent with a Special Requirement or other criteria identified in the classification specification covering this position. Example: Experience using Java; Professional Engineer License Experience: N/A Licenses, registrations, or certifications: 1. N/A 2. N/A 3. N/A 4. 5. 6. |
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Essential Functions: Provide a list of essential functions for this position. Example: Transports boxes weighing up to 60 pounds.
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