Title: Collections Representative
State Role Title: Financial Services Spec I
Hiring Range: Commensurate with Experience
Pay Band: 4
Agency: Department of Taxation
Location: Main Street Center
Agency Website: https://www.tax.virginia.gov/work-with-us
Recruitment Type: General Public - G
Job Duties
The Virginia Department of Taxation is seeking to hire multiple Collections Representatives to work in our Collections Unit. The Collections Representatives will manage taxpayer’s inquiries through in-bound telephone calls in a production-oriented call center environment. The Collections Representatives must have excellent verbal and written communication skills, the ability to multi-task, manage time well, and the ability to utilize critical thinking skills while always remaining professional and empathic to the caller. These positions will assist taxpayers, by researching accounts and fostering positive customer experience.
In this role you will:
· Work in a high call volume call center handling incoming and outgoing calls.
· Generate correspondence and negotiate payment arrangements for repayment of delinquent tax debt.
· Research and manage multiple databases simultaneously to efficiently work accounts currently in collections.
These positions may progress from individual income tax to business taxes with an opportunity for in-person collections field work.
These positions will report to the agency’s Mainstreet Center location.
These positions are eligible for a hybrid telework schedule once fully trained. The weekly schedule after training would be Monday and Friday telework and Tuesday, Wednesday and Thursday in office.
The anticipated hiring salary for this position is commensurate with experience up to $44,192.
As a member of the Virginia Tax team, you can expect additional benefits such as:
• Job stability and quality of life! Enjoy your work/life balance with flexible schedule options and up to two days of telework per week.
• 12 Paid State holidays on top of vacation, sick, volunteer, and personal leave!
• Comprehensive and affordable health benefits.
• Got student loans? You may be eligible for the Public Service Loan Forgiveness program.
• Participation in the Virginia Retirement System, VA 457 Deferred Comp, and more.
At Virginia Tax…
We are dedicated, resourceful individuals who strive to exceed our customers’ expectations. Not only do we serve the public, but we are also the public. We are a part of a community that cares about and celebrates each other, who promote opportunities for growth within a stable environment, and support a healthy work-life balance.
What we do matters. So do you.
Minimum Qualifications
Experience working in a fast paced, high volume call center environment
Strong computer skills to include the use and navigation of MS Office products, Internet, and financial systems, as well as the ability to perform basic troubleshooting. Microsoft Office experience to include basic troubleshooting of common computer software programs
Ability to analyze customer issues using available information and deliver effective, timely solutions.
Basic math and the ability to analyze financial information through researching accounts to determine the appropriate course of action for collections
Strong verbal and written communication skills to effectively communicate with a diverse population Knowledge of call center etiquette and skilled in resolving problems in adversarial situations
Ability to work independently and complete multiple assignments accurately, efficiently, and in a timely manner
Strong attention to detail and a commitment to quality
Effective conflict management skills, including exceptional listening, call control, and de-escalation techniques while maintaining professionalism
Additional Considerations
Prefer progressive work experience in collections, customer service, banking, and sales in a fast-paced call center environment
Special Instructions
You will be provided a confirmation of receipt when your application and/or résumé is submitted successfully. Please refer to “Your Application” in your account to check the status of your application for this position.
All Virginia Department of Taxation employees must be current with filing their Virginia state tax returns ensuring they were filed in compliance with established laws, rules and regulations.
Selected candidate(s) will be required to consent to and successfully pass a background investigation which includes fingerprint-based criminal history, tax compliance, and DMV driving record (if applicable) checks.
The selected candidate will be prohibited from performing tax or accounting services for compensation during or outside business hours.
Virginia Tax is an equal opportunity employer that values diversity in the workforce. All qualified applicants are afforded equal opportunities without regard to race, sex, color, national or ethnic origin, religion, genetics, age, veteran status, political affiliation, or disability.
Reasonable accommodations are available to applicants with disabilities, if requested, during the application and/or interview process. If accommodations are needed, please contact Human Resources at (804) 786-3610.
Virginia Tax participates in E-verify.
Consideration for an interview is based solely on the information within the application.
In support of the Commonwealth’s commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth Alternative Hiring Process. To be considered for this opportunity, applicants will need to provide their Certificate of Disability (COD) provided by a Vocational Rehabilitation Counselor within the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI). Veterans are encouraged to answer Veteran status questions and submit their disability documentation, if applicable, to DARS/DBVI to get their Certificate of Disability. If you need to get a Certificate of Disability, use this link: Career Pathways for Individuals with Disabilities, or call DARS at 800-552-5019, or DBVI at 800-622-2155.
Contact Information
Name: Virginia Tax Talent Acquisition Team
Phone: 804-786-3608
Email: hroffice@tax.virginia.gov