This information is for reference only. These classifications are no longer valid and were replaced 7/1/2020.
This is advanced technical public contact work as the leader of a unit responsible for telephone collection of delinquent taxes for the Division of Taxation & Collection of the Missouri Department of Revenue.
An employee in this class provides leadership and guidance to a telephone collection unit responsible for handling incoming and outgoing telephone calls regarding the collection of sales, withholding, corporate and individual income taxes. Work involves assigning, monitoring and participating in telephone collection work, including handling difficult calls involving complex tax collection issues. Work also involves recommending calling campaigns and telephone strategies designed to increase unit productivity. Functional supervision and training are provided to lower-level Tax Collection Technicians. Work is performed under the general supervision of a Revenue Section Supervisor or other designated superior; however, the employee works independently within established guidelines.
Applicants must meet one of the following eligibility requirements:
(The following minimum qualifications will determine merit system eligibility. Allowable experience and education substitutions are provided in italics below the corresponding minimum qualification statement. These minimum qualifications may also be used to evaluate applicants for Missouri Uniform Classification and Pay System positions not requiring selection from merit registers.)
One year of experience as a Tax Collection Technician II or Tax Processing Technician II with the Missouri Division of Taxation & Collection.
OR
Four years of experience in tax preparation, processing, review or collection; accounting, auditing, bookkeeping or closely related work; of which one year must have involved tax collection; possession of a high school diploma or proof of high school equivalency. (College coursework with specialization in accounting, finance, business or public administration, or closely related areas may be substituted on a year-for-year basis for the required experience.)
This description may not include all of the duties, knowledge, skills, or abilities associated with this classification.
Provides leadership, functional supervision and training to a unit of lower-level Tax Collection Technicians.
Assigns, monitors and participates in telephone collection work and related technical activities.
Handles incoming and outgoing telephone calls regarding the collection of sales, withholding, corporate and individual income taxes, including difficult calls involving irate taxpayers or complex tax collection issues.
Distributes work to unit staff; reviews work for accuracy and timeliness; adjusts staff workloads as necessary to maximize unit productivity.
Answers staff questions and provides advice and assistance regarding telephone collection problems.
Conducts unit meetings to inform employees of new and revised laws, regulations, policies, procedures, systems and forms applicable to the collection of taxes.
Prepares job expectations and performance appraisals for unit staff; counsels employees, maintains performance logs and recommends disciplinary actions, as necessary.
Develops and recommends calling campaigns and telephone strategies, as well as other policy and/or procedural changes designed to increase unit productivity and reduce backlog.
Participates on test teams to evaluate the effectiveness of changes to the call management system and to computerized tax systems.
Compiles and submits weekly production reports for the assigned unit.
Performs other related work as assigned.
Thorough knowledge of the policies, procedures and operations of the Division of Taxation & Collection.
Thorough knowledge of statutes and regulations applicable to the payment and collection of taxes.
Thorough knowledge of techniques used to negotiate tax payment agreements.
Thorough knowledge of computer systems utilized in the collection of taxes.
Considerable knowledge of basic bookkeeping and accounting principles and practices.
Working knowledge of the principles of supervision and training.
Ability to provide leadership, functional supervision and training to lower-level Tax Collection Technicians.
Ability to organize work activities to achieve established goals and objectives.
Ability to prepare clear and concise reports.
Ability to work rapidly and accurately in monitoring and handling a high volume of calls.
Ability to calculate tax interest and penalties.
Ability to operate a computer terminal to input and retrieve information.
Ability to maintain confidentiality according to established procedures governing the release of tax information.
Ability to communicate effectively via telephone with taxpayers, accountants, attorneys, business owners and the general public.