Bilingual Call Center Supervisor-Revenue Specialist II

COMPTROLLER OF MARYLAND

Full-time

Job Category

Customer Service

Overview

Job Type : Full-time

Description

**REPOST** BILINGUAL CALL CENTER SUPERVISOR-REVENUE
SPECIALIST II
Taxpayer Services Division
Recruitment #23-001948-0003

DEPARTMENT COMP Revenue Administration

DATE OPENED 3/17/2023 08:00 AM

FILING DEADLINE 3/31/2023 11:59:00 PM

SALARY $52,575.00 - $80,992.00/year

EMPLOYMENT
TYPE Full-Time

HR ANALYST Mary-Kathryn Beech

WORK LOCATION Anne Arundel

TELEWORK
ELIGIBLE Yes

Introduction
OPEN TO ALL QUALIFIED APPLICANTS

This is a position specific recruitment. The resulting certified eligible list may be used to staff several current and future vacancies for this position/function only.

***REPOST - PREVIOUS APPLICANTS DO NOT NEED TO RE-APPLY***

GRADE
0015

LOCATION OF POSITION
Annapolis, MD

POSITION DUTIES
Would you like to work and enjoy the scenery in historic Downtown Annapolis? This position is steps away from the Governor's Mansion. Located within walking distance of many affordable dining choices. An ideal place to work and enjoy year-round!

The main purpose of this supervisory level position is to supervise and assist directly or indirectly bilingual (English/Spanish) call center representatives in the Bilingual Call Center of the Business
Contact Center (BCC) in the Taxpayer Services Division; to ensure that a full range of taxpayer services are provided to taxpayers and tax preparers who contact the Comptroller's office by telephone, mail, e-fax, or email inquiring about various tax types administered by the Comptroller of
Maryland. Inquiries may involve income tax laws and regulations, account related information, examining, researching, reporting, correspondence, and/or the collection of Maryland taxes.

Supervisors are also responsible for all personnel issues of their subordinate staff.

Employees in this classification supervise Revenue Specialists & Revenue Examiners. Employees in this classification receive general supervision from a Revenue Administrator or other higher-level administrative official.

Incumbents who successfully complete their probationary period can be considered for telework.

PLEASE NOTE: Must be willing and able to work Monday through Friday in a full-time capacity.
Required hours are 8:00 am to 5:00 pm in the Annapolis Call Center. Leave may be limited during certain times of the year due to high volume events, projects or special assignments. Evening and weekend work may be required especially during peak times of the year. Employees are unable to prepare tax returns outside of the requirements of the job or work for private accounting services.

MINIMUM QUALIFICATIONS
Education: Graduation from an accredited high school or possession of a high school equivalency certificate, including or supplemented by a course in bookkeeping or accounting.
Experience: Four years of experience performing work in tax assessments, collections, investigations, examinations, adjustments or taxpayer services within two or more of the specialized fields of revenue administration or performing work in tax assessments, collections, investigations, examinations, adjustments or taxpayer services within the motor fuel/motor carrier tax field. The specialized fields may include sales and use tax, income tax, admissions and amusement tax, withholding tax, alcohol and tobacco tax, and any other revenue levy authorized by the legislature.

Notes:

1. Candidates may substitute the possession of an Associate of Arts degree from an accredited college or university for one year of the required experience.

2. Candidates may substitute the possession of a Bachelor's degree, with twelve credit hours in accounting or auditing, from an accredited college or university for two years of the required experience.

3. Candidates may substitute U.S. Armed Forces military service experience as a non- commissioned officer in finance technician classification or finance technician specialty codes in the financial clerical and technician field of work on a year-for-year basis for the required experience.

** For education obtained outside of the U.S., you will be required to provide proof of the equivalent
American education as determined by a foreign credential evaluation service. If you possess a degree obtained outside of the United States, please submit a detailed, course-by-course evaluation report from one of the U.S. equivalency evaluating members identified at http://www.naces.org/members.html.

SELECTIVE QUALIFICATIONS
The candidate must be fluent in Spanish and English, (i.e. able to speak, read and write in both Spanish and English). This information must be indicated on the application, and candidates will be required to demonstrate their bi-lingual skill in an oral and written translation interview to verify fluency.

DESIRED OR PREFERRED QUALIFICATIONS

Supervisory experience
Customer service experience
Organizational skills
Call Center or emergency preparedness environment experience
Experience with personal computer and software applications
Knowledge and experience of Maryland State Tax Laws and Forms
Knowledge and experience of Federal Tax Laws and Forms
Experience adapting to changing priorities
Communication skills (both oral and written), in both English and Spanish.

LICENSES, REGISTRATIONS AND CERTIFICATIONS

Employees in this classification may be assigned duties which require the operation of a motor vehicle. Employees assigned such duties will be required to possess a motor vehicle operator’s license valid in the State of Maryland.
The nature of the position requires that the employee be able to travel within the State of Maryland and provide their own transportation to visit various branch offices located within the State of Maryland.

SPECIAL REQUIREMENTS

Employee must be able to tolerate an occasional uncomfortable or unpleasant experiences presented by upset or irate taxpayers.
Work may involve special physical demands such as lifting 25 to 35 pounds, climbing ladders, delivering supplies, etc.

SELECTION PROCESS
Please make sure that you provide sufficient information on your application to demonstrate that you meet the qualifications for this recruitment. Please indicate clearly any position-specific experience

and ensure all education and experience sections are complete. Incomplete information may result in the disqualification of your application.

All information concerning your qualifications must be submitted by the closing date. We will not consider information submitted after this date.

*Resumes will not be accepted in lieu of a completed application.

EXAMINATION PROCESS
Only applicants who meet the minimum and selective qualifications for this recruitment will be considered for this opportunity. Approval of your application will be based on a review of your education, training and experience. It is essential that you submit complete and accurate information on your application in order to determine if you meet the qualifications as specified above. Due to the nature of this list, all qualified applicants are placed on an unranked list of candidates and will remain active on this list for at least one year.

Qualifying applicants are subject to an oral interview. Prior to appointment, the employee must successfully undergo a comprehensive background investigation including a review of criminal, MVA and tax records; and determination of legal authorization to work in the United States or under the
United States Immigration Reform and Control Act of 1986. This background check is comprehensive and may involve fingerprinting. Upon initial appointment OR promotion to a position in the State Personnel Management System, an employee is required to serve an initial six- month probationary period. This probationary period may be extended an additional six months under certain circumstances at the discretion of the appointing authority.

BENEFITS
STATE OF MARYLAND BENEFITS

FURTHER INSTRUCTIONS
Veterans

We thank our Veterans for their service to our country and encourage them to apply. If you are seeking veteran's preference, please submit a copy of your DD-214.

Attachments

The preferred method for submitting additional information is to upload it directly into your online account. Please remove references to the first five digits of your SSN and your DOB on all attachments by deleting, redacting or blacking that information out with a marker. Any attachments necessary to demonstrate the minimum qualifications were met must be submitted by the filing deadline.

Faxes/Email

The online application process is STRONGLY preferred. If you choose fax or email as the option to submit your application and/or required additional information, you must include the following information on each page you submit:

1. First and Last Name

2. Recruitment Number (located at the top of the bulletin)

3. The last 4 digits of your SS#

Fax: 410-974-5249 – This fax number is for Comptroller of Maryland recruitment efforts only.

Email: mbeech@marylandtaxes.gov

For Further Questions If you are having difficulty with your user account or have general questions about this online application system, please contact the MD Department of Budget and
Management, Recruitment and Examination Division at 410-767-4850 or Application.Help@maryland.gov.

If you have questions about this particular recruitment, please contact the Comptroller of MD, Office of Human Resources at mbeech@marylandtaxes.gov

Appropriate accommodations for individuals with disabilities are available upon request by calling:
(410) 260-7695 or MD TTY Relay Service 1-800-735-2258.

As an equal opportunity employer, Maryland is committed to recruiting, retaining and promoting employees who are reflective of the State’s diversity. Bilingual applicants and people with disabilities are encouraged to apply.

Job Type: Full-time

Pay: $52,575.00 - $80,992.00 per year

Benefits: