Pay Grade: NC08 Recruitment Range: $35,788.00 - $46,200.00

At the North Carolina Department of Revenue our mission is to fund public services benefiting the people of North Carolina, we administer the tax laws and collect taxes due in an impartial, consistent, secure, and efficient manner. Together we are a SMART organization because we: Safeguard customer information; Maintain a knowledgeable workforce; Achieve a high level of understanding and compliance; Respond with accurate information through innovative services; and Treat our customers fairly. Through modernization efforts in technology, we believe we've set a high standard that other agencies will admire. As an employer, we offer excellent benefits, stable work environment, competitive salaries, defined career paths, and training programs that will enable you to be successful.

The North Carolina Department of Revenue has a job opening for a Contact Center Bilingual Agent that is seeking employment in a dynamic call center environment. The primary purpose of this position is providing excellent service to taxpayers and their representatives while educating and enforcing compliance with the Revenue Laws of North Carolina; promoting e-services, and customer self-sufficiency.

Responsibilities include:

• Maintain a basic level of technical knowledge of all tax laws of North Carolina

• Through high-volume telephone queues, convey state tax information to taxpayers and their representatives

• Answer general questions from taxpayers and representatives regarding collection cases. This includes answering telephone calls from taxpayers on issues relating to filing reports, making payments, notices received, account balances and adjustments, and tax laws

• Establish payment plans with taxpayers based on Standard Operating Procedures

• Process legal documents for Revenue Officers

• Research assets and verify liens on taxpayers

• Advise taxpayers (individual and businesses) of collection policies/procedures, tax laws and regulations regarding delinquent taxes

• May be required to correspond with taxpayers by mail or telephone to secure non-filed business returns

In addition to performing all of the functions normally associated with the Contact Center Agent position, this position will be assigned specialized caseloads targeted at working with Hispanic taxpayers who have limited English language skills. This position may be called upon to assist with training other staff on basic Spanish language skills. This position may provide assistance on special projects in other areas of the department where this language skill may be needed.

The Department of Revenue offers a minimum twelve-month training progression. After successful completion of training, you will possess the knowledge, skills, and abilities necessary for career advancement within the agency.

COMPENSATION & BENEFITS:
The state of North Carolina offers excellent comprehensive benefits. Employees can participate in health insurance options, standard and supplemental retirement plans, and the NCFlex program (numerous high-quality, low-cost benefits on a pre-tax basis). Employees also receive paid vacation, sick, and community service leave. In addition, paid parental leave is available to eligible employees.

Some highlights include:

• 
  The best funded pension plan/retirement system in the nation according to Moody’s Investor’s Service
• Twelve (12) holidays/year
• Fourteen (14) vacation days/year which increase as length of service increases and accumulate year-to-year
• Twelve (12) sick days/year which are cumulative indefinitely
• Longevity pay lump sum payout yearly based on length of service
• 401K, 457, and 403(b) plans

• Why Work For NC
• NC OSHR: Benefits
• NC OSHR: Total Compensation Calculator

• Fluency in both English and Spanish languages with excellent translation skills
• Strong written and verbal communication skills are essential to effectively assist and educate taxpayers
• Ability to learn and master new software systems, such as the Department's Integrated Tax Administration System
• Experience using Windows 10, Microsoft Word, and Microsoft Excel
• Ability to maintain rational behavior at all times, and demonstrate courteous, professional and efficient behavior while dealing with controversial matters and irate customers
• Ability to work in a confidential environment maintaining confidential information

High school diploma or General Educational Development (GED) diploma and two years of related administrative experience; or equivalent combination of education and experience.