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Duties

WHAT IS THE TAXPAYER ADVOCATE SERVICE (TAS)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: Taxpayer Advocate Service (TAS) - EDCA-ITS, CCI The following are the duties of this position at the full working level. If this vacancy includes more than one grade and you are selected at a lower grade level, you will have the opportunity to learn to perform these duties and receive training to help you grow in this position. Answers and manages incoming telephone call traffic and customer inquiries. This includes, but is not limited to internal, taxpayer, congressional, and stakeholder contacts. Confers with customers who are dissatisfied with assistance or are experiencing a hardship. Interviews customer for the purpose of eliciting information to clarify the issues and identify Taxpayer Advocate Service (TAS) criteria. Endeavors to correct to the extent of the incumbent's capacity erroneous interpretations made by the customer. Presents customers with options available or possible courses of action and explains consequences of actions taken. Requests forms and worksheets from within the Service for customer needs. Reviews, analyzes, and evaluates initial customer contact, case-related information received in TAS following Internal Revenue Manual (IRM) 13. Receives reviews, establishes initial controls, and distributes all incoming casework in accordance with management guidelines and timeframe specifications. Receipts are either by telephone, electronic or paper correspondence or in-person and originate from customers, their representatives, other IRS divisions and other TAS offices. Reviews and processes Congressional, White House and other priority inquiries received by the office to deal with constituent's problems. Makes appropriate referral of non-criteria cases. Ensures TAS transfer processing guidelines are met on cases received from other TAS offices. Directs inappropriate transfers to the correct office. Independently researches and interprets applicable databases including Integrated Case Processing (ICP), Servicewide Electronic Research Program (SERP), Integrated Data Retrieval System (IDRS), Taxpayer Advocate Management Information System (TAMIS), and other applicable information. Interprets relevant data including master file records, tax account history, etc. to take actions to resolve more complex taxpayer problems or suspend actions. Inputs customer information outlined in IRM 13 into the ICP System and/or TAMIS and opens IDRS controls.

Requirements

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. You must meet the following requirements by the closing date of this announcement: GENERAL EXPERIENCE: GS-5 LEVEL: To be minimally qualified for this position you must have 1 year of specialized experience at a level of difficulty and responsibility equivalent to the GS-04 grade level in the Federal service. Specialized experience for this position includes: Experience that is related to the work of this position and has provided you with the competencies required for successful job performance. Examples of experience qualifying as specialized include: preparing, receiving, reviewing, and verifying documents; processing transactions; maintaining office records; and locating and compiling data or information from files and other data sources; and contacting customers through correspondence or telephone to obtain information, explain liability, and encourage compliance. EDUCATION: You may substitute education for experience as follows: A Bachelor's degree or four (4) years of education above high school in any field of study from an accredited college or university. An equivalent amount of combined education and experience. Only education in excess of 60 semester hours, 90 quarter hours or 1440 classroom hours is creditable toward meeting the specialized experience requirement for the GS-5 level. For example, one full year of academic study (30 semester hours, 45 quarter hours, or 720 formal classroom hours) beyond the second year is equal to 6 months of specialized experience. To be creditable, education must have been obtained in an accredited business, secretarial or technical school, college or university. OR COMBINATION OF EXPERIENCE AND EDUCATION: You may qualify by a combination of experience and education. Options for qualifying based on a combination will be identified in the online questions. AND BILINGUAL POSITIONS: If applying to a bilingual position, you will be required to demonstrate proficiency in Spanish. You must be able to speak, read and write the selected language in order to be considered proficient in that language. If you are unable to demonstrate proficiency, you will not be qualified for these positions. For more information on qualifications please refer to OPM's Qualifications Standards.

Education

For positions with an education requirement, or if you are qualifying for this position by substituting education or training for experience, submit a copy of your transcripts or equivalent. 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.

FOREIGN EDUCATION: Education completed in foreign colleges or universities may be used to meet the requirements. You must show proof the education credentials have been deemed to be at least equivalent to that gained in conventional U.S. education program. It is your responsibility to provide such evidence when applying. Click here for Foreign Education Credentialing instructions.

Contacts

• Address TAS - Deputy National Taxpayer Advocate 1111 Constitution Ave NW Washington, DC 20224 US
• Name: (ERC) Employee Resource Center
• Phone: 866-743-5748
• Email: [email protected]