Contact Representative - Jacksonville, United States - Department Of The Treasury

Description

Summary

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Duties

WHAT IS THE WAGE AND INVESTMENT (W&I)DIVISION?

A description of the business units can be found at:

Vacancies will be filled in the following specialty areas:

Wage and Investment Service Centers Puerto Rico Accounts Management

The following are the duties of this position at the full working level.

• Completes evaluative reviews 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 issues were resolved and actions taken were complete and correct.
• Evaluates current procedures and policy, proposing appropriate action which may include changes to the Probe and Response Guide, Interactive Tax Law Assistant (ITLA) and Internal Revenue Manual (IRM) revisions.
• Analyzes and evaluates information involving the research of records and the nature of each inquiry including the way it was presented in order to determine if all aspects of the case were completed accurately.
• Measures the accuracy of service provided to AM customers. Uses quality monitoring techniques: contact recording, CIS, and diagnostic reports to assess and identify trends affecting quality. Results may indicate training needs, procedural problems or areas needing emphasis.
• Maintains current knowledge of procedures, policies and directives, answers questions, and provides both classroom and On Job Training (OJT) instruction to employees.