Internal Revenue Service Contact Representative (Centralized Evaluative Review (CER) Technician) **Bilingual-Spanish** (*12 month Roster, Temporary NTE 1 year*) in Guaynabo, Puerto Rico
WHAT DOES A CENTRALIZED EVALUATIVE REVIEW (CER) DO?As a CER reviewer you will perform duties relating to quality assurance and individual evaluative review of Contact Representatives (CR) and Tax Examiners (TE) on the full range of Individual and/or Business Masterfile (IMF/BMF), Tax Law, International, and/or Tax Exempt and Government Entities (TEGE) customer contacts through the Aspect Telephone System, written correspondence and returns/cases processed. Provide technical assistance to the AM workforce via documented feedback.. Performs an analysis of review results and creates job aids, and quality initiatives to improve overall quality performance
WHAT IS THE WAGE AND INVESTMENT (W&I;)*DIVISION?*The Wage & Investment Division (W&I;) serves about 122 million taxpayers who file upwards of 94 million returns each year. Key W&I; objectives are to provide high-quality taxpayer assistance, and to enable taxpayers to transact and communicate electronically to file their returns, make payments and receive assistance. W&I; partners with private organizations to provide assistance to such disadvantaged groups as elderly and low-income taxpayers.
This is a roster announcement open continuously and allows applicants to apply up to the last cut off date listed in the announcement. The roster will be used to fill positions throughout the next 12 months. *We are projecting approximately 4 vacancies may be filled during the life of this roster open period of 03/28/2018 to 02/05/2019 - selections may be made through 05/06/2019. Contingent upon funding and space requirements, one or more vacancies may be filled in the POD listed below as they become available in that location during the life of this roster. Additional and/or updated applications must be submitted by 11:59 pm ET (Eastern Time) at the close of each of the following cutoff dates: 04/10/18, 08/03/18, 11/05/18, and 02/05/19. Applicants need to apply and be eligible on or prior to the cut off dates or the closing date to be considered for the roster.*
Positions are located in W&I;, Accounts Management, Centralized Evaluative Review (CER) in the following location: 7 Tabonuco Street, Guaynabo, Puerto Rico (2 Days, 2 Swing).
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As a Centralized Evaluative Reviewer you will:
Complete evaluative review on toll-free telephone calls utilizing the Contact Recording System, and/or reviews closed paper cases using the electronic Correspondence Imaging System (CIS), evaluating the effectiveness of the call/case, identifying if all customer
Evaluate current procedure and policy, proposing appropriate action which may include changes Probe and Response Guide, Interactive Tax Law Assistant (ITLA) and Internal Revenue Manual (IRM) revisions.
Measure the accuracy of service provided to AM customers. Use quality monitoring techniques: contact recording, CIS, and diagnostic reports to assess quality and to identify trends affecting quality. Results may indicate training needs, procedural problems or areas needing emphasis.
Analyze and evaluate information involving the research of records and the nature of each inquiry.
Develop and prepare written or oral reports summarizing activities, identifying quality problem issues and recommending solutions for improvement. WHERE CAN I FIND OUT MORE ABOUT OTHER IRS CAREERS? If you want to find out more about IRS careers, visit us on the web at www.jobs.irs.gov
Who May Apply
This job is open to…
- Current IRS Internal/Agency Employees
Questions? This job is open to 1 group.
- #### Job family (Series)
0962 Contact Representative
Conditions of Employment
- Please refer to "Conditions of Employment."
- Click "Print Preview" to review the entire announcement before applying.
- IRS Employees on Career or Career Conditional Appointments.
This is a bilingual position. Applicants will be required to demonstrate proficiency in Spanish.To be proficient you must be able to speak, read and write in English and Spanish. If you state you are proficient in a foreign language, you may be assessed at any time during the hiring process to determine if you possess the required level of proficiency. If you are unable to demonstrate the required level of proficiency, you will be rated ineligible and not be considered for selection.
You must meet the following requirements by the closing date of this announcement.
GS-08 LEVEL: You must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-07 grade level in the Federal service. Specialized experience for this position includes: experience applying the methods, precedents, and guidelines related to individual and/or business accounts to determine the appropriate amount of tax, penalties, interest, or payments. Experience applying methods, precedents, and guidelines related to Accounts Management programs. Communicating specialized information with internal and external customers verbally or in writing to clarify and resolve their account or tax issues and to fully advise the taxpayer of options available for meeting tax obligations. Experience working and/or dealing with individuals including, third party representatives, where individuals are evasive, irate, and unwilling to accept the Service's or Employers position as to the determination of their account. Experience using interviewing techniques (e.g., disclosure requirements) to obtain and exchange information regarding reported or under-reported items. Experience using on-line systems, investigative techniques and procedures to research materials to make determinations. Experience in written communication in order to prepare and present reports, draft proposals, conduct presentations, coordinate work processes and provide constructive feedback.
The experience may have been gained in the public sector, private sector or VolunteerService. One year of experience refers to full-time work; part- time work is considered on a prorated basis.
To ensure full credit for your work experience, please indicate dates of employment by month/year, and indicate number of hours worked per week, on your resume.
In addition to the above requirements, you must have been at the GS-07 level for 52 weeks (time-in-grade requirement).
POSITION DESCRIPTION: 98506 A PM/C SharePoint site is available for IRS Employees at: https://organization.ds.irsnet.gov/sites/HCOETS/PMC/SPDLibrary/SitePages/Home.aspx
CONDITIONS OF EMPLOYMENT:
- We may select from this announcement or any other source to fill one or more vacancies.
- This is a bargainingunit position.
- Alternative work schedule, staggered work hours or telework may be available.
- Tour of Duty: Monday - Friday, Day shift 2 positions 8:00 a.m. - 4:30 p.m. (Daylight Saving Time 7:00 a.m.-3:30p.m.) Swing/Split Shift 2 positions 2:30 p.m. -11:00 p.m. (Daylight Saving Time 1:30 p.m.-10:00 p.m.)
- The employment of any candidate, including a current employee or a new hire, selected for this position may be conditional upon classification and/or audit of federal tax returns. This audit may include up to 2 years of returns.
How You Will Be Evaluated
You will be evaluated for this job based on how well you meet the qualifications above.
Your application includes your resume, responses to the online questions, and required supporting documents. Please be sure that your resume includes detailed information to support your qualifications for this position; failure to provide sufficient evidence in your resume may result in a “not qualified” determination. Rating:** Your application will be evaluated on the CJEs of the position to be filled per the National Agreement Article 13.
Your application will also be rated and ranked among others, based on your responses to the online questions, regarding your experience, education, training, performance appraisals and awards relevant to the duties of this position. IRS employees may obtain most recent awards listing at https://persinfo.web.irs.gov/
Your rating may be lowered, if your responses to the online questions are not supported by the education and/or experience described in your application. Referral:If you are among the top qualified candidates, your application may be referred to a selecting official for consideration. You may be required to participate in a selection interview (telephonic and/or in person at the discretion of the Selecting Official in accordance with hiring polices). We will notreimburse costs related to the interview such as travel to and from the interview site.** If you are a displaced or surplus Treasury employee eligible for the Career Transition Assistance Plan (CTAP), you must receive a score of 80 or better to be rated as well qualified to receive special selection priority. To preview questions please click here.
Background checks and security clearance
Public Trust - Background Investigation
- Required Documents
A complete application includes 1. A resume, 2. Vacancy question responses, and 3. Submission of any required documents. Please note that if you do not provide all required information, as specified in this announcement, you will not be considered for this position (or may not receive the special consideration for which you may be eligible).
All applicants are required to submit a resume either by creating one in USAJOBS or uploading one of their own choosing. (Cover letters are optional). To receive full credit for relevant experience, please list the month/year and number of hours worked for experience listed on your resume. We suggest that you preview the online questions, as you may need to customize your resume to ensure that it supports your responses to these questions. Please view Resume Tips**
Career Transition Assistance Plan (CTAP) Documentation:If you are a displaced or surplus Treasury employee, click CTAP for eligibility and a detailed list of required documents. IRS CTAP eligibles can apply for jobs within and outside the commuting area. IRS Reassignment Preference Program (RPP):You must meet the requirements in your RPP notice. Submit a copy of your RPP Notice along with a copy of your most recent annual performance appraisal. Your performance appraisal must have a fully successful or higher overall rating. Performance Appraisal/Awards:Submit a copy of your most recent completed performance appraisal. If a revalidated appraisal is used for merit promotion, the supervisor must prepare a narrative for each critical job element that does not have a narrative describing the performance in the appraisal period covered by the rating. Note: If you are a manager or management official, your most recent annual performance appraisal must be used for the overall rating identified. Education Documentation:If you are qualifying for this position by substituting education or training for experience, submit a copy of your transcripts or equivalent. If the position has specific education requirements and you are currently (or have previously been) in the Federal job series to be filled, there is no need to submit a transcript or equivalent at this time. An official transcript will be required if you are selected.
A college or university degree generally must be from an accredited (or pre-accredited) college or university recognized by the U.S. Department of Education. For a list of schools which meet these criteria, please refer to Department of Education Accreditation page.
If you are qualifying based on foreign education, you must submit proof of creditability of education as evaluated by a credentialing agency. Refer to the OPM instructions.
If you are relying on your education to meet qualification requirements:
Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education.
Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.
A career with the U.S. Government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Learn more about federal benefits.
Review our benefits
Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time, or intermittent. Contact the hiring agency for more information on the specific benefits offered.
- How to Apply
How to Apply
The following instructions outline our application process. You must complete this application process and submit any required documents by 11:59 p.m. Eastern Time (ET) on the closing date of this announcement. We are available to assist you during business hours (normally 8:00 a.m. - 4:00 p.m. ET, Monday - Friday). If applying online poses a hardship, please contact us by noon ET on the announcement's closing date. Treasury believes in a working environment that supports inclusion; please view our reasonable accommodation policies and procedures at*http://jobs.irs.gov/seasonal/reasonable-accommodation.html* We will provide reasonable accommodation to applicants with disabilities on a case-by-case basis. Please contact Kari Cunningham at Kari.L.Cunningham@irs.gov* if you require this for any part of the application and hiring process.*
- To begin,either click the “Create a New Account” button and follow the prompts to register or if you previously registered, click the "Apply Online" button and follow the prompts.
- You will be re-directed to Treasury’s CareerConnector system to complete your application process; answer the online questions, and submit all required documents. (To submit supporting documents, click one of the available options; Upload; Fax; or Reuse existing documents. To protect your privacy, we suggest you first remove your SSN).* Also, go to “My Account” to view and update your information, as necessary.*
- To complete, you must click the “Submit Application” button located at the bottom of the “Application Review” page.
- To verify your application is complete, log into your USAJOBS account, select the Application Status link and then select the* more information* link for this position. The Details page will display the status of your application, the documentation received.
- To return to an incomplete application, log into your USAJOBS account and click Update Application in the vacancy announcement. You must re-select your resume and/or other documents from your USAJOBS account or your application will be incomplete. If you are experiencing system issues with your application, please contact the CareerConnector Help Desk at email@example.com and/or the USAJOBS Help Desk .
Agency contact information
IRS Jobs Online Help Desk
1-866-743-5748 Option 1
INTERNAL REVENUE SERVICE 1973 N Rulon White Blvd M/S 1540 Ogden, Utah United States
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You may check the status of your application for this position at any time by logging onto the USAJOBS “My Account” tab and clicking on “Application Status.” For a more detailed update of your application status, you may click on “more information.”
Please notify us if your contact information changes after the closing date of the announcement. Also, note that if you provide an email address that is inaccurate or if your mailbox is full or blocked (e.g., spam-blocker), you may not receive important communication that could affect your consideration for this position.
- Fair & Transparent
Fair & Transparent
The Federal hiring process is setup to be fair and transparent. Please read the following guidance.
Equal Employment Opportunity Policy
The United States Government does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.
- Equal Employment Opportunity (EEO) for federal employees & job applicants
Reasonable Accommodation Policy
Federal agencies must provide reasonable accommodation to applicants with disabilities where appropriate. Applicants requiring reasonable accommodation for any part of the application and hiring process should contact the hiring agency directly. Determinations on requests for reasonable accommodation will be made on a case-by-case basis.
A reasonable accommodation is any change to a job, the work environment, or the way things are usually done that enables an individual with a disability to apply for a job, perform job duties or receive equal access to job benefits.
Under the Rehabilitation Act of 1973, federal agencies must provide reasonable accommodations when:
- An applicant with a disability needs an accommodation to have an equal opportunity to apply for a job.
- An employee with a disability needs an accommodation to perform the essential job duties or to gain access to the workplace.
- An employee with a disability needs an accommodation to receive equal access to benefits, such as details, training, and office-sponsored events.
You can request a reasonable accommodation at any time during the application or hiring process or while on the job. Requests are considered on a case-by-case basis.
Learn more about disability employment and reasonable accommodations or how to contact an agency.
Legal and regulatory guidance
- Financial suitability
- Social security number request
- Privacy Act
- Signature and false statements
- Selective Service
- New employee probationary period
This job originated on www.usajobs.gov. For the full announcement and to apply, visit www.usajobs.gov/GetJob/ViewDetails/495138800. Only resumes submitted according to the instructions on the job announcement listed at www.usajobs.gov will be considered.
Open & closing dates: 03/28/2018 to 02/05/2019
Salary: $45,810 to $59,557 per year
Pay scale & grade: GS 08
Work schedule: Full-Time - Full Time, Day and Swing Shift
Appointment type: Permanent - Temporary NTE 1 year. May be extended up to 5 years. May not be made permanent.