Contact Representative

Job Title

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.

Completes contacts, i.e., conducts personal or telephone interviews with a wide range of individuals who have varying degrees of understanding, or with third party representatives, e.g., CPAs, practitioners, attorneys, who possess a professional understanding. Provides full explanations to specific inquiries initiated by the individual, generated by notices, or internally generated assignments.

Determines the taxpayer's ability to pay delinquent account and takes the actions required to close the account. These actions may include initiating levies, filing Notices of Federal Tax Lien, convincing the taxpayer to convert assets into cash, requesting adjustments, and initiating installment agreements, transferring accounts to field revenue officers or placement in currently not collectible status, demanding immediate full payment of delinquent returns and to encourage voluntary compliance with tax laws.

Receives incoming and makes outgoing contacts with taxpayers and/or their representatives responding to IRS contacts regarding delinquent situations. Analyzes all available information and takes corrective actions, such as, requests credit transfers, recomputes tax, penalty and interest (including restricted interest). Explains actions taken, and when a balance due remains, determines taxpayer's ability to pay delinquent accounts by analyzing collection information statements.

Elicits sensitive, personal and financial information from individuals who may attempt to withhold additional sources of income, overpayments, to ensure compliance with reporting and disclosure requirements.

Makes determinations and uses sound judgment concerning taxpayers' data and responds appropriately to degree to which the individual understood their responsibilities and whether errors in their records reflected honest mistakes or fraudulent intent.