Business Tax Customer Service Rep

Business Tax Customer Service Rep

NYC Department of Finance (DOF) is responsible for administering the tax revenue laws of the city fairly, efficiently, and transparently to instill public confidence and encourage compliance while providing exceptional customer service. DOF's Treasury and Payment Services Division is responsible for overseeing all City payment websites, the payment processing of tax returns, property recording forms, parking violation programs, and the collection of delinquent accounts, and oversees the agency's management of the City's cash balances and its relationships with banking institutions. Treasury and Payment Services is also responsible for collecting outstanding violations issued by City agencies and adjudicated by the Environmental Control Board. Payments, Billing, and Refunds is responsible for processing payments for property taxes and property-related charges, business and excise taxes, and parking and camera violations. The division is responsible for communicating amounts due, maintaining the quality of departmental records, and providing customer service to individuals seeking information on making payments or receiving refunds. Payments, Billing, and Refunds perform account adjustments and responds to refund inquiries from the public. The Business Tax Adjustments & Customer Service Unit is responsible for handling inquiries from business taxpayers using e-Services and the Business Tax Collection System (BTCS) to perform account research. While addressing questions related to tax returns and payments, whether over the phone or through web messages, staff also assist users in navigating e-Services and resolving technical issues. The Business Tax Customer Contact Center is seeking a highly motivated, organized, and customer-focused individual to join its team as a Business Tax Customer Service Representative. In this role, the ideal candidate will support taxpayers by answering questions about tax returns and payments, providing detailed account information, conducting research on Business and Excise Tax accounts, and offering technical assistance with e-Services.

Reporting to the Call Center Group Chief, the selected candidate's duties and responsibilities will include, but not be limited to the following:

• Respond to taxpayer inquiries received via 311 calls, emails, and web submissions by providing accurate information regarding business tax accounts and ensuring timely follow-up.
• Process updates to taxpayer accounts, including, but not limited to, penalty abatements, credit transfers, and line-item adjustments to resolve discrepancies in tax filings or payments.
• Clearly explain New York City business tax laws, regulations, and applicable sections of the Internal Revenue Code to taxpayers in a timely and accurate manner.
• Collaborate directly with taxpayers and their representatives to resolve issues related to business tax filings, including making necessary adjustments and corrections.
• Research and resolve suspended Business and Excise Tax transactions across multiple tax types within the Business Tax & Collection System (BTCS).
• Review and respond to internal unit communications and taxpayer correspondence regarding returns and payments, making necessary account corrections in BTCS.
• Handle assigned cases in a timely manner.
• Provide e-Services technical assistance.
• Create or retrieve taxpayer records in BTCS, document all inquiries, case updates, and resolutions.
• Ensure all inquiries and account actions comply with tax laws, department policies, and standard operating procedures.
• Perform special tasks directed by supervisors, the Director, and the Assistant Commissioner of Payments, Billing & Refunds.
• Adhere to departmental policies, procedures, customer service quality standards, and compliance guidelines.

Additional Information: In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire. This position may be eligible for remote work up to 2 days per week, pursuant to the Remote Work Pilot Program agreed between the City and the Collective Bargaining Unit representing employees serving in the civil service title.