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Duties

WHAT IS THE TAXPAYERS' SERVICES - CUSTOMER ACCOUNT SERVICES 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: Joint Operations Center The following are the duties of this position at the full working level. Develops/assists in formulating proposed changes to current processes; prepares draft documents, technical material, and other guidance in order to implement/coordinate new or updated procedures. Reviews legislative and program proposals/changes to determine impact on the call site/campus/Taxpayer Assistance Center (TAC) and the quality of service to the taxpayer. Evaluates current procedures and policy, proposes appropriate action, which may include providing draft Probe and Response Guide, Interactive Tax Law Assistant (ITLA), and IRM revisions. Works closely with the CQRS management and analysts and develops communication with appropriate field personnel in order to address issues that impact the call site/campus/TAC and Business Unit customers, such as establishing procedures for inclusion in the Probe and Response Guide, ITLA and IRM. Measures the accuracy of customer service provided by the Business Units. Uses quality monitoring National Quality Review System (NQRS) reports to assess quality and to identify trends affecting quality, which may indicate training needs, procedural problems, or other areas needing emphasis. Develops and prepares written or oral reports summarizing activities, identifying quality problem areas, and recommending solutions for improvements.

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 assisting with the Electronic Products & Services Support (EPSS) procedures, Electronic Help Support System (EHSS) and Servicewide Electronic Research Program (SERP); Experience with electronic processing and filing requirements of Forms 1099, 1098, 5498, 1042-S and all other Information Returns; Experience troubleshooting system errors for filing information returns electronically; Experience with Filing Information Returns Electronically (FIRE), Foreign Account Tax Compliance Act (FATCA), Information Return Intake System (IRIS), Affordable Care Act (ACA), Tax Law, and other Technical Support Operations (TSO) procedures; Experience with oral and written communications. Experience with computer programs (i.e. Outlook, Excel & Word). Experience with Internal Programs such as IDRS, Account Management Services (AMS), and Integrated Automation Technologies (IAT). Experience using and researching IRS Publications, IRMs, EPSS Communications, and Knowledge Management Documents. OR EDUCATION: One year of graduate level education at an accredited college or university in any field of study. OR Superior Academic Achievement (SAA) may be met by having a Bachelor's 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 two 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 two 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: A combination of qualifying graduate education and experience equivalent to the amount required SPECIALIZED EXPERIENCE: 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: Note: Grade point averages should be rounded to one decimal point. For example, 2.95 is rounded to 3.0, and 2.94 is rounded to 2.9. If more than 10 percent of your undergraduate course work (credit hours) was taken on a pass/fail or similar basis, your claim must be based on class standing or membership in an Honor Society. OR Experience with the Electronic Products & Services Support (EPSS) procedures, Electronic Help Support System (EHSS), and Servicewide Electronic Research Program (SERP); Experience with electronic processing and filing requirements of Forms 1099, 1098, 5498, 1042-S and all other Information Returns; Experience troubleshooting system errors for filing information returns electronically; Experience with Filing Information Returns Electronically (FIRE), Foreign Account Tax Compliance Act (FATCA), Information Return Intake System (IRIS), Affordable Care Act (ACA), Tax Law, and other Technical Support Operations (TSO) procedures; Experience with oral and written communications, and Quality Review. Experience with Verint/Ultra Contact Recording. Experience using the Embedded Quality Review System (EQRS)/National Quality Review System (NQRS) and writing evaluative/non-evaluative reviews based on taxpayer contacts. Experience with computer programs (i.e. Outlook, Excel & Word). Experience with Internal Programs such as IDRS, Account Management Services (AMS), and Integrated Automation Technologies (IAT). Experience using and researching IRS Publications, IRMs, EPSS Communications, and Knowledge Management Documents. OR EDUCATION: Master's or equivalent graduate degree if related. OR Two years of progressively higher level graduate education leading to such a degree. OR LLB or JD, if related. OR COMBINATION OF EXPERIENCE AND EDUCATION: A combination of graduate education and experience equal to that described above. SPECIALIZED EXPERIENCE: GS-11 Level: You must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-09 grade level in the Federal service. Specialized experience for this position includes: Experience with the Electronic Products & Services Support (EPSS) procedures, Electronic Help Support System (EHSS), and Servicewide Electronic Research Program (SERP); Experience with electronic processing and filing requirements of Forms 1099, 1098, 5498, 1042-S and all other Information Returns; Experience troubleshooting system errors for filing information returns electronically; Experience with Filing Information Returns Electronically (FIRE), Foreign Account Tax Compliance Act (FATCA), Information Return Intake System (IRIS), Affordable Care Act (ACA), Tax Law, and other Technical Support Operations (TSO) procedures; Experience with oral and written communications, and Quality Review. Experience with Verint/Ultra Contact Recording. Experience using the Embedded Quality Review System (EQRS)/National Quality Review System (NQRS) and writing evaluative/non-evaluative reviews based on taxpayer contacts. Experience with computer programs (i.e. Outlook, Excel & Word). Experience with Internal Programs such as IDRS, Account Management Services (AMS), and Integrated Automation Technologies (IAT). Experience using and researching IRS Publications, IRMs, EPSS Communications, and Knowledge Management Documents. Experience with the Rebuttal Process and the Form 14448. OR EDUCATION: PH.D or equivalent degree OR Three full academic years of progressively higher level graduate education leading to a degree in a related field of study from an accredited college or university. OR LLM, if related OR COMBINATION OF EXPERIENCE AND EDUCATION: A combination or graduate education and experience equivalent to that described above. 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". You must meet the following special requirements: Specialized skillset in performing Quality Reviews Knowledge in EPSS TSO 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 - CAS-Customer Account Services 1111 Constitution Ave NW Washington, DC 20224 US
• Name: (ERC) Employee Resource Center
• Phone: 866-743-5748