Tax Resolution Representative

This position is located in the Wage and Investment Division of the Internal Revenue Service (IRS), an agency within the U.S. Department of the Treasury. The Wage and Investment Division is responsible for providing taxpayer assistance and support services.

We are seeking a Tax Resolution Representative to join our team. As a Tax Resolution Representative, you will provide specialized clerical assistance to Tax Resolution Representatives, Tax Specialists, and other support personnel. You will assess taxpayer needs, direct them to the appropriate individual or area, and control walk-in area traffic flow and demands.

• Provides specialized clerical assistance to Tax Resolution Representatives, Tax Specialists, and other support personnel.
• Assesses taxpayer needs and directs them to the appropriate individual or area.
• Controls walk-in area traffic flow and demands.
• Identifies, analyzes, and makes suggestions for resolution or correction to reduce barriers impacting the effectiveness of operations and improve efficiency of the work area.
• Controls reporting systems that track taxpayer utilization of IRS products and services.
• Examines returns, supporting documents, and monetary receipts for completeness and discrepancies, as well as monitors and tracks information for sampling requirements prior to transmission to Submission Processing Centers.
• Makes initial determinations on filing extensions, assigns Employer Identification Numbers, processes Power of Attorney requests, resolves and assists taxpayers with entry discrepancies at kiosk terminals and inquiries on basic tax law, forms, and IRS services such as W-2, W-7, obtaining an Individual Taxpayer Identification Number, filing requirements, filing status, and VITA locations.

• Must be a U.S. Citizen or National and provide proof of U.S. Citizenship.
• Undergo a review of prior performance/conduct and an income tax verification.
• Must successfully complete a background investigation, including a FBI criminal history record check (fingerprint check).
• Complete a suitability determination at the time requested by the agency.
• Go through a Personal Identity Verification (PIV) process that requires two forms of identification from the Federal government.
• Obtain and use a Government-issued charge card for business-related travel.

Federal experience is not required. The experience may have been gained in the public sector, private sector or 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-05 LEVEL:
• You must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-4 grade level in the Federal service. Specialized experience for this position includes Progressively responsible clerical, office, or other work that indicates ability to acquire the particular competencies needed to perform the duties of the position to be filled. This may be paid or non-paid experience.
• Examples of qualifying experience may include:
• Conducting basic research and applying information as necessary
• Interacting and communicating (orally and in writing) with customers
• Performing office duties.

You may substitute education for specialized experience as follows:

• Bachelor's degree or four years of education above high school in any field of study from an accredited 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.

For more information on qualifications please refer to https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/.

You will be evaluated for this job based on how well you meet the qualifications above.

Your application includes your resume, responses to the online questions, and required supporting documents. Please be sure that your resume includes detailed information to support your qualifications for this position; failure to provide sufficient evidence in your resume may result in a "not qualified" determination.

Rating:

You will be assessed on the following competencies (knowledge, skills, abilities, and other characteristics):

• Decision Making
• Oral Communication
• Teamwork
• Technical Competence
• Workload Management

Category rating will be used to rank and select eligible candidates. If qualified, you will be assigned to one of two quality level categories, CAT A/B, CAT C depending on your responses to the online questions, regarding your experience, education, and training related to this position. Your rating may be lowered if your responses to the online questions are not supported by the education and/or experience described in your application.

Referral:

If you are among the top qualified candidates, your application may be referred to a selecting official for consideration. Candidates, if required to participate in a selection interview (telephonic and/or in person at the discretion of the Selecting Official in accordance with hiring practices), will be interviewed in quality group order. We will not reimburse costs related to the interview such as travel to and from the interview site.

Veterans' preference is applied after applicants are assessed. Qualified preference eligibles who have a compensable service-connected disability of 10 percent or more (CPS, CP) are placed at the top of the highest category on the referral list (except for scientific or professional positions at the GS-9 level or higher). Remaining preference eligibles are placed above non-preference eligibles within their assigned category.

If you are a displaced or surplus Federal employee (eligible for the Career Transition Assistance Plan (CTAP)), you must receive a rating of category CAT C to be rated as "well qualified" to receive special selection priority.

Required Documents:

The following documents are required and must be provided with your application. All application materials, including transcripts, must be in English.

• Resume
• - Your resume MUST contain dates of employment (i.e., month/year to month/year or to present). To ensure you receive full credit for relevant experience, include the hours worked per week. We recommend that your resume not exceed 5 pages, only the first 5 pages will be reviewed to determine your eligibility/qualifications. If including Federal service experience, provide pay plan, series and grade, i.e. GS-0301-09. Your resume and optional cover letter must NOT include photographs, inappropriate content, or personal information such as age, gender, religion, social security number. If your resume does not contain the required information specified, or contains prohibited information as listed above, your application will be determined incomplete, and you will not receive consideration for this position. (are optional.) Please view Online Application
• Questionnaire
• Education
• - See Education Section above
• Registration/License (if applicable)
• - active, current registration/license
• Veterans' Preference (if applicable)
• - You MUST submit a copy of your DD-214 (Member 4 copy), or other official documentation from a branch of the Armed Forces or the Department of Veterans Affairs showing dates of service and type of discharge. If you are serving under active duty, provide certification from the Armed Forces that you will be discharged or released within 120 days from the date of certification. The certification must indicate your dates of service, rank and that you will be separated under honorable conditions.
• 10-point preference eligible
• - Submit an SF-15, along with the required documentation listed on the back of the SF-15 Veterans Affairs/Armed Forces certification must include the percentage of the service-connected disability or disabilities (including the "combined" percentage if you have more than one disability). Refer to Career Transition Assistance Plan (CTAP) (if applicable)
• - You MUST submit the required documentation as outlined at: If you are an IRS CTAP eligible, you can apply for jobs within and outside the commuting area. If you are a Treasury CTAP eligible can apply for jobs within the commuting area.
• Interagency Career Transition Assistance Plan (ICTAP) (if applicable)
• - If you are a displaced or surplus Federal employee, click for eligibility and a detailed list of required documents.
• High School Diploma
• (or equivalent)
• - If you are 16 or 17 years of age, you MUST submit documentation of graduation from high school (or equivalent); OR completion of a formal vocational training program; OR statement from school authorities agreeing with your decision to pursue employment rather than continuing your education.

Please note that if you do not provide all required information, as specified in this announcement, your application will be determined incomplete, and you will not be considered for this position (or may not receive the special consideration for which you may be eligible).