Intake Advocate
Found in: beBee jobs US - 2 weeks ago
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Duties
WHAT IS THE TAS - TAXPAYER ADVOCATE SERVICE DIVISION?
A description of the business units can be found at:
Vacancies will be filled in the following specialty areas:
Taxpayer Advocate Service (TAS)- Deputy Executive Director Case Advocacy (DEDCA)
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 initially incoming telephone call traffic and customer inquiries. This includes, but is not limited to: internal, taxpayer, congressional, and stakeholder contacts. Ascertains the nature of the contact and refers it to another staff member or handles personally any basic issues. Obtains information from customers who are dissatisfied with assistance received in IRS or are experiencing a hardship. Elicits information to clarify basic issues and identify basic Taxpayer Advocate Service (TAS) criteria. Requests forms and worksheets within IRS for customer in response to customer needs.
- Reviews initial basic customer case-related information received, following Internal Revenue Manual (IRM) 13. 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.
- Receives and processes Congressional, White House and other priority inquiries received by the office that 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 when clearly distinguishable, or refers them to higher-graded employee for transfer determination.
- Researches and interprets under supervisory direction basic procedures and rules in 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.
- Protects confidentiality of taxpayer information as outlined in IRC §6103 and 7803(c)(4)(a)(IV).
- Works closely with other employees on staff utilizing basic and most commonly applied team concept theories and practices.
- Ensures that possible simple systemic errors and improper or unfair tax treatment are brought to the attention of the superior or other higher-graded staff member.
- Performs other duties as assigned
