Taxpayer Support Specialist

Taxpayer Support Specialist

The Taxpayer Support Specialist primarily provides professional, technical, and customer service assistance to taxpayers. This position requires advanced knowledge and ability to interpret and apply nuanced tax laws and regulations, exceptional critical thinking, problem-solving, and communication skills. Previous tax experience is not needed, as training will be done on the job, however, the ability to learn new information is vital. Specialists will address taxpayer inquiries, review tax accounts and returns, resolve account discrepancies, and process tax-related requests. The role demands proficiency in de-escalation techniques, communicating highly technical information clearly and effectively, and navigating complex tax systems. Communication occurs daily via phone, email, and live chat. Bilingual candidates are encouraged to apply.

There are perks to working for the OTC. We know that benefits matter, and that is why we offer a competitive benefits package for all eligible employees:

• Generous state-paid benefit allowance to help cover insurance premiums.
• A wide choice of insurance plans with no pre-existing condition exclusions or limitations.
• Flexible spending accounts for health care expenses and/or dependent care.
• A Retirement Savings Plan with a generous match.
• 15 days of paid vacation and 15 days of sick leave for full-time employees the first year.
• 11 paid holidays a year.
• Paid Maternity leave for eligible employees.
• Employee discounts with a variety of companies and venders.
• A Longevity Bonus for years of service.

JOB SUMMARY

The Taxpayer Support Specialist primarily provides professional, technical, and customer service assistance to taxpayers. This position requires advanced knowledge and ability to interpret and apply nuanced tax laws and regulations, exceptional critical thinking, problem-solving, and communication skills. Previous tax experience is not needed, as training will be done on the job, however, the ability to learn new information is vital. Specialists will address taxpayer inquiries, review tax accounts and returns, resolve account discrepancies, and process tax-related requests. The role demands proficiency in de-escalation techniques, communicating highly technical information clearly and effectively, and navigating complex tax systems. Communication occurs daily via phone, email, and live chat. Bilingual candidates are encouraged to apply.

DUTIES AND RESPONSIBILITIES

• Respond to taxpayer inquiries via phone, email, and live chat, providing clear, concise, and accurate information regarding tax filings, returns, payments, adjustments, and refunds.
• Stay informed of changes in tax legislation and regulations, and apply this knowledge in taxpayer interactions, explaining updates in simple, understandable terms.
• Use advanced de-escalation techniques to manage complex or emotionally charged interactions, often involving financial hardship or compliance risk, ensuring a positive taxpayer experience. Confidently instill trust in the taxpayer.
• Handles high-stakes interactions with professionalism, empathy, and discretion.
• Address and resolve account discrepancies, penalties, audit inquiries, or filing errors using advanced critical thinking skills; escalate complex cases to appropriate department when subject-matter experts are needed.
• Accurately complete and submit work items, case records, account updates, and documentation in accordance with agency policies and deadlines.
• Demonstrate proficiency with tax software, forms (e.g., 1040, W-2, 1099), CRM systems, and call center technologies.
• Handle sensitive taxpayer information with the utmost confidentiality and adherence to data protection regulations.
• Manage multiple inquiries simultaneously, prioritize high-priority cases, and maintain accuracy and efficiency under pressure.
• Participate in ongoing training to maintain and enhance tax expertise; assist in onboarding and mentoring new team members.
• Maintain strict confidentiality and comply with data protection protocols and agency policies.
• Additional duties include but not limited to:

• Review taxpayer accounts, returns, adjustments, protests, and refunds; assist with corrections as needed, citing applicable Oklahoma state statutes and/or federal laws.
• Review and analyze waiver requests across all threshold amounts, determining request status, evaluating prior approvals or denials, and assessing compliance with applicable statutes, rules, and agency policy to ensure accurate and consistent resolution.
• Research, review, and process business registration applications, renewals, and sales tax exemption permit; verify bonding requirements and other agency documentation.
• Collaborate with other divisions and departments to resolve complex tax issues and improve service delivery.
• Consults with subject matter expert(s) on returns or registrations requiring rulings based on statute or rule. Provides potential solutions and reports of processing errors, all within a timely manner after evaluating the impact.

COMPLEXITY OF KNOWLEDGE, SKILLS, AND ABILITIES

Knowledge of:

• In-depth knowledge of tax laws, tax filing requirements, tax forms, and tax software, as well as accounting, auditing methods, financial statements, and analytical principles.
• Expert in navigating complex tax-related systems and databases to extract, verify, and communicate accurate information.
• Strong knowledge of state and local tax regulations, including deductions, exemptions, credits, and updates in tax legislation.
• Foundational understanding of accounting principles, financial documentation, and audit practices relevant to tax administration.

Skills in:

• Critical Thinking & Problem-Solving: Analyzing complex tax situations, identifying solutions, and resolving challenging inquiries with sound judgment.
• De-Escalation & Conflict Resolution: Managing difficult interactions with professionalism, empathy, and composure, guiding customers to positive outcomes.
• Customer Service & Communication: Delivering clear, simple explanations of technical tax information with empathy, patience, and strong interpersonal skills in high-pressure environments.
• Time Management & Organization: Effectively managing multiple priorities, high call volumes, and casework while maintaining accuracy and efficiency.
• Technological Proficiency: Strong computer skills, including the use of CRM systems, communication tools (e.g., phone, email, chat), and Microsoft Office (Excel, Word, Outlook). Ability to quickly learn and adapt to tax software and legislative changes.

• Self-sufficiency: Provide accurate, timely information and work independently with minimal supervision.

Abilities to:

• Learn quickly and remain flexible in a fast-paced, change-driven setting.
• Retain a high volume of complex and consistently evolving information and processes.
• Quickly learn and retain new procedures, policies, and legislative changes.
• Collaborate cross-functionally with subject matter experts, legal counsel, auditors, and compliance teams to resolve high-impact taxpayer issues.
• Adaptable and resourceful, with a commitment to ongoing learning.
• Manage high volume phone call and email communication.

MINIMUM QUALIFICATIONS

• A Bachelor's degree in accounting, finance, business, public administration, or a closely related field.
• AND two years of professional customer support experience in financial, government, healthcare or closely related field.
• OR an equivalent combination of education and relevant experience.

PREFERRED QUALIFICATIONS

• Bilingual proficiency in English and Spanish.

PHYSICAL DEMANDS

Ability to sit and stand for extended periods of time. Exhibit manual dexterity and hand-eye coordination to operate a computer, keyboard, photocopier, telephone, calculator and other office equipment. Ability to see and read a computer screen and printed material with or without vision aids. Ability to hear and understand speech at normal levels, with or without aids. Ability to communicate clearly. Physical ability to lift up to 15 pounds, to bend, stoop, climb stairs, walk and reach. Duties are normally performed in an office environment with a moderate noise level.

SPECIAL REQUIREMENTS

Travel is not required for this position.

A willingness to work additional hours, including overtime, during peak periods of the tax season to meet deadlines and ensure timely completion of tasks.

Oklahoma Tax Commission's normal work hours are Monday through Friday, 7:30am to 4:30pm. This schedule may require minor flexibility based on the needs of the agency.

The primary work location will be on-site at the Oklahoma Tax Commission. Occasionally, telework may be requested based on the needs of the agency, division, and section. If applicable, applicant must be willing and able to work on-site with occasional telework