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Duties

WHAT IS THE TAXPAYER SERVICESDIVISION? 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 Services Return Integrity and Compliance Services The following are the duties of this position at the full working level. Monitors telephone calls and/or reviews paper cases, evaluating the effectiveness of contacts/paper cases; independently determine functions requiring additional reviews; and forwards those recommendations to the Quality Assurance, Compliance Program Manager, or PAS. Conducts reviews of work processes, programs, studies of workflow, etc. in order to achieve the objectives outlined by the Manager, PAS, Compliance, or the Quality Assurance Program Manager. Uses monitors, reviewed cases, programs, work process or workflow studies to prepare reports summarizing activities and identifying quality problem areas and recommends solutions for problems. Uses quality information as well as local diagnostic reports to identify trends affecting quality. Makes presentations and briefs the Quality Assurance, PAS, or Compliance Program Manager concerning program problems, and seeks management approval and cooperation in implementing quality enhancement activities. This position has career progression. If you are selected at a grade level lower than the full working level, you may be non-competitively promoted as your career progresses. For example, you may be hired as a GS-05, but if the position has career progression to GS-11, then you may move from a GS-05 to a GS-11 in as little as three years.

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-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. You must meet the following requirements by the closing date of this announcement: SPECIALIZED EXPERIENCE: GS-7 LEVEL: You must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-05 grade level in the Federal service. Specialized experience for this position includes: Experience in Integrated Data Retrieval System (IDRS), Accounts Management System (AMS), Correspondence Imagining System (CIS) or Electronic Fraud Detection System (EFDS) in order to analyze taxpayer data. Experience assisting taxpayers through telephone contact or correspondence involving tax related issues and adhering to disclosure procedures as well as knowledge of adjustment procedures, including Identity Theft and Fraud Procedures, statute procedures and unpostable research. Experience working, researching accounts; Experience applying the methods, precedents, and guidelines related to individual and/or business accounts. Experience conducting research; Experience using knowledge of cross-functional programs and their interrelationship with assigned program to assist in conducting pre-selected reviews. Experience assisting in resolving operating problems and providing statistical data or other management information reports; Experience using oral and written communications to exchange information, to prepare reports, explaining program differences and recommending improvements and/or corrective action. OR EDUCATION: You may substitute education for specialized experience as follows: One (1) full year of graduate education in a field of study that demonstrated the knowledge, skills, and abilities necessary to do the work. OR Superior Academic Achievement - A Bachelors degree, with one of the following: A GPA of 3.0 or higher on a 4.0 scale for all completed undergraduate courses or those completed in the last 2 years of study, or a GPA of 3.5 or higher on a 4.0 scale for all courses in the major field of study or those courses in the major completed in the last 2 years of study, or rank in the upper one third of the class in the college, university, or major subdivision, or membership in a national honor society recognized by the Association of College Honor Societies. 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. GS-9 Level: You must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-07 grade level in the Federal service. Specialized experience for this position includes: Experience in Integrated Data Retrieval System (IDRS), Accounts Management System (AMS), Correspondence Imagining System (CIS) or Electronic Fraud Detection System (EFDS) in order to analyze taxpayer data. Experience assisting taxpayers through telephone contact or correspondence involving tax related issues and adhering to disclosure procedures as well as knowledge of adjustment procedures, including Identity Theft and Fraud Procedures, statute procedures and unpostable research. Experience working, researching accounts; Experience coding quality review into the National Quality Review System (NQRS) or Embedded Quality Review System (EQRS). Experience applying the methods, precedents, and guidelines related to individual and/or business accounts. Experience utilizing self-directed inventory management procedures to complete reviews and conduct research; Experience using knowledge of cross-functional programs and their interrelationship with assigned program to conduct pre-selected reviews. Experience using technical methods and practices such as program analysis, process analysis, management reporting procedures and available system capabilities to resolve operating problems, and provide statistical data or other management information reports; Experience in recognizing tax issues that impact assigned programs in order to make recommendations; Experience using oral and written communications to exchange information, to prepare reports, explaining program differences and recommending improvements and/or corrective action. OR You may substitute education for specialized experience as follows: Master's or equivalent graduate degree in a related field of study that demonstrated the knowledge, skills, and abilities necessary to do the work. OR Two years of progressively higher level graduate education leading to such a degree in a related field of study that demonstrated the knowledge, skills, and abilities necessary to do the work. OR LLB or JD, if related. OR You may qualify by a combination of experience and education. AND MEET TIME IN GRADE (TIG) REQUIREMENT: You must meet applicable TIG requirements to be considered eligible. To meet TIG for positions above the GS-05 grade level, you must have served at least one year (52 weeks) at the next lower grade (or equivalent) in the normal line of progression for the position you are applying to. Advancement to positions up to GS-05 is permitted if the position to be filled is no more than two grades above the lowest grade held within the preceding 52 weeks. AND TIME AFTER COMPETITIVE APPOINTMENT: By the closing date (or if this is an open continuous announcement, by the cut-off date) specified in this job announcement, current civilian employees must have completed at least 90 days of federal civilian service since their latest non-temporary appointment from a competitive referral certificate, known as time after competitive appointment. For this requirement, a competitive appointment is one where you applied to and were appointed from an announcement open to "All US Citizens". For more information on qualifications please refer to OPM's Qualifications Standards.

Education

A copy of your transcripts or equivalent documentation is required for positions with an education requirement, or if you are qualifying based on education or a combination of education and experience. An official transcript will be required if you are selected. If the position has specific education requirements and you currently hold, or have previously held, a position in the same job series with the IRS, there is no need to submit a transcript or equivalent at this time. Applicants are encouraged, but are not required, to submit an SF-50 documenting experience in a specific series.

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 TS - RICS-Return Integrity and Compliance Services 1111 Constitution Ave NW Washington, DC 20224 US
• Name: (ERC) Employee Resource Center
• Phone: 866-743-5748