Customer Service/Compliance Agent (Bilingual Revenue Agent Bilingual - Spanish)

Position Summary

All: Provide quality customer assistance and acquire additional information to help customers with tax questions. Positions require a high degree of independence, initiative, technical knowledge and ability to communicate across the organization.

Customer Service: This position is responsible for performing technical customer service in person, by phone, email, and live chat, providing general taxpayer assistance to customers, and educating taxpayers and department staff on a variety of tax and related topics. This position is located in Madison.

Collections: These positions are responsible for collecting overdue taxes and other government debts by responding to customers and promoting tax compliance, negotiating payment arrangements, initiating involuntary collection actions, and using problem solving skills to identify collection sources and move accounts to resolution.

These positions also review financial forms and a debtor's resources to determine ability to pay. Work is done from the office in a call center environment. Positions are in Madison, Milwaukee, Appleton, Green Bay, Eau Claire, and Wausau.

NOTE: For Collections positions, the first several weeks of employment may include some mandatory classroom training in Madison.

Salary Information

Starting salary is:

• $23.94 per hour, plus a $1.00 bilingual add-on for the ability to speak Spanish and English
• $24.98 per hour, plus a $1.00 bilingual add-on for the ability to speak and write in Spanish and English

Current state employees' pay will be set in accordance with pay upon appointment provisions for the compensation plan. This classification is in pay schedule/pay range 07-04. An 18-month probationary period is required.

Job Details

The department will conduct a criminal background check, fingerprint check and tax compliance check on all finalists.

Interview results may be reused in accordance with the State of WI interview reuse policy.

Applicants must be eligible to work in the United States. The Department of Revenue does not sponsor work or student visas, either at time of hire or at any later time. DOR participates in E-Verify and will provide the federal government with Form I-9 information for all new employees to confirm authorization to work in the U.S.

Please reference General Information about Jobs in WI State Government. For information on state benefits click here.

Qualifications

Qualified candidates will have experience with all of the following:

• Experience providing customer service by phone, in writing and/or in person

• Experience explaining complex information (e.g., laws, regulations, and/or statutes)

• Experience reviewing documents for completeness and/or to taking action on information submitted

Well-qualified candidates will also have:

• Experience working with tax laws (e.g., income, sales, withholding, excise)
• Experience determining ability to pay, (e.g., for setting up installment agreements or for determining loan qualifications)
• Call center experience

Ability to speak fluent English and Spanish and to write fluent English is required; fluent writing in Spanish is preferred. Both will be evaluated at later stages of the selection process.

How To Apply

Apply online! Click "Apply for Job" to start the application process.

Then, you will access your existing account or to create a new account if you don't have an account. Once you are logged in, click "Apply for Job". Follow the steps outlined in the application process and submit your application.

Your letter of qualifications and resume are very important parts of your application and are used during our evaluation process to determine your qualifications as they relate to the job. . For instructions on developing your resume and letter of qualifications for your application and what should be included in these materials, click here.

Submitted materials will be evaluated by a panel of job experts and the most qualified applicants will be invited to participate in the next step of the selection process. Failure to submit all required materials may result in an incomplete application and ineligibility for this position.

If you are invited for an interview, you will be contacted via email. Make certain your contact information is correct and check your email regularly.

The Department of Revenue is an Equal Opportunity and Affirmative Action employer seeking a diverse and talented workforce.

Questions about this position can be directed to Wanda Anthony, Human Resources Specialist Senior, via email at wanda.anthony@wisconsin.gov.

Deadline to Apply

This recruitment will remain open until the needs of the Department are met. There will be 2 initial applicant reviews (please see below) after which applications will continue to be reviewed on a regular basis until positions are filled.

1st pull, all materials must be submitted before 11:59 p.m. on Wednesday, May 15, 2024.

2nd pull, all materials must be submitted before 11:59 p.m. on Wednesday, May 29, 2024.