Tax Collector 3, Customer Care

DEPARTMENT OF REVENUE

Funding Arizona’s future through excellence in innovation, exceptional customer service and public servant-led continuous improvement.

TAX COLLECTOR 3

Job Location:

Division of Education and Compliance

1600 W Monroe Street, Phoenix, AZ 85007

Posting Details:

Salary: $21.67 Hourly 

Grade: 18

Closing Date: 6/10/26

Job Summary:

Would you like to be part of an amazing team that helps Arizonans thrive? At the Department of Revenue (ADOR) our mission is to Serve Taxpayers! ADOR is looking for individuals who are committed to service, community, and teamwork. Come Join the ADOR Team!

The Tax Collector 3, Customer Care is responsible for the collection of delinquent tax liabilities of assigned cases on behalf of the Department of Revenue. Via ticketing system assignments, tax cases could include Individual Income, Corporate Income, Withholding, and Transaction Privilege Tax (TPT) cases. This role contacts and completes the collection of tax liabilities and delinquencies via phone calls, emails, or other means of contact to negotiate payment plans and/or enforce collection activities. All work is to be completed while educating taxpayers and promoting voluntary taxpayer compliance. 

This position may offer the ability to work remotely, within Arizona, based upon the department's business needs and continual meeting of expected performance measures.

Job Duties:

Essential Duties and Responsibilities include but are not limited to:

A tax collector 3, supports a Customer Care Collections team as assigned to include:

Working with supervisors on a rotating basis to assist taxpayers that come into our building with tax issues

Assisting with escalated calls from taxpayers

Representing the team at offsite conferences

Assists new hires via technical job training and shadowing

Service Delivery

Engages in inbound and outbound communication with taxpayers via phone call, email, or other means to resolve delinquent tax liabilities, as assigned

Assist and answer questions/inquiries from taxpayers

Refer and/or escalate taxpayer grievances to designated departments or unit leads/supervisors

Keep record of interactions/transactions and record details of the inquiry and the actions taken

Contact customers to respond to inquiries and/or to notify them of results or actions taken by the agency

Obtain and examine all relevant information to assess the validity of inquiries

Educates taxpayers and promotes voluntary compliance by reviewing financial statements, providing supporting documentation, and offering assistance on how to obtain and maintain tax compliance

Conducts case research, locates returns, and audits records, as assigned

Negotiates payment arrangements for delinquent tax liabilities

Collection Enforcement

In accordance with ARS Title 42, initiates administrative enforcement to include the filing of tax liens, issuing of levies for rights to property, referring cases to the Order to Show Cause hearings, filing of complaints for suspension/revocation of Registrar Contractors licenses, filing of affidavits of tax deficiencies with the Arizona Liquor Board and Control, and filing liens with AZ MVD

Issues subpoenas to obtain and verify financial information, determine abatements, administrative enforcement, and cases referred to the Attorney

General’s Office for civil proceedings

Files all public documents in statutory required locations

Confers with attorneys on complex case issues, as needed

Agency/Department Compliance & Continuous Improvement

Remains current on all laws, regulations, policies, and best practices related to taxation through regular engagement in activities such as: self-directed research, conferring with other practitioners and technical experts; subscriptions to regulatory/legal/industry newsletters and briefs; membership industry associations and attendance at meetings/events; and or participation in training and others continuing education opportunities.

Knowledge, Skills & Abilities (KSAs):

          Knowledge

Basic knowledge and understanding of Federal and State tax statutes, administrative rules, and regulations

Basic knowledge and understanding of tax collection enforcement rules and regulations

Knowledge of investigative and research techniques

Knowledge of lien laws pertaining to personal and real property for consensual liens and statutory liens from agencies such as the IRS

Knowledge of tax filing requirements and supporting documentation necessary to process tax returns

Skills

Strong communications skills, to include verbal, written, and active listening with the ability to convey tax-related information in layman's terms

Effective organization and time management skills with the ability to make measurable progress on multiple priorities

Strong interpersonal skills and demeanor

Strong negotiation and persuasion skills

Proficient in the use of a PC/laptop in a Windows environment; in the use of the Internet; and in the use of Google Suite applications such as

Gmail, Sheets, Docs, and Drive

Proficient in the use of tax reporting systems

Abilities

Ability to clear a comprehensive background and clearance process that includes an Arizona tax compliance verification, and a criminal background check through the FBI via level one fingerprint clearance through the Arizona Department of Public Safety

Ability to read, interpret, disseminate, and apply complex and comprehensive tax related information, laws, policies, legislative proposals, and contracts

Ability to work in a confidential manner, ensuring information is shared with internal and external individuals in an appropriate manner

Ability to think creatively, critically, and strategically when analyzing and proposing compliance solutions

Selective Preference(s):

The ideal candidate for this position will have:

Any combination that meets the knowledge, skills and abilities (KSA); typical ways KSAs are obtained may include but are not limited to: a High

School Diploma (HSD) or General Education Degree (GED), coursework, training, and work experience relevant to the assignment.

Minimum one year of collections experience

Minimum of one year customer service experience

Experience in a tax collection program or customer service experience emphasizing administrative and judicial collection enforcement

Experience with Continuous Improvement or LEAN

Bilingual in English-Spanish with strong reading, writing and speaking skills

Pre-Employment Requirements:

The final candidate will be required to abide by the the following pre-employment checks:
-Employment Verification and Reference Checks
-State and Federal Criminal Background Check, including fingerprinting
-Arizona Tax Filing Records Check
-If applicable, ASEDRA Authorized Driver Identification Check

If this position requires driving or the use of a vehicle as an essential function of the job to conduct State business, then the following requirements apply: Driver’s License Requirements.

All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).

Benefits:

The Arizona Department of Revenue offers a comprehensive benefits package to include:

Affordable medical, dental, life, and short-term disability insurance plans

Participation in the Arizona State Retirement System (ASRS) and long-term disability plans

10 paid holidays per year

Vacation time accrued at 4.00 hours bi-weekly for the first 3 years

Sick time accrued at 3.70 hours bi-weekly

Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child (pilot program).

Deferred compensation plan

Wellness plans

Tuition Reimbursement

Stipend Opportunities

Infant at Work Program

Rideshare and Public Transit Subsidy

Career Advancement & Employee Development Opportunities

Flexible schedules to create a work/life balance

By providing the option of a full-time or part-time remote work schedule, employees enjoy improved work/life balance, report higher job satisfaction, and are more productive. Remote work is a management option and not an employee entitlement or right. An agency may terminate a remote work agreement at its discretion.(OPTIONAL AND BASED UPON POSITION)

Learn more about the Paid Parental Leave pilot program here. For a complete list of benefits provided by The State of Arizona, please visit our benefits page.

By providing the option of a full-time or part-time remote work schedule, employees enjoy improved work/life balance, report higher job satisfaction, and are more productive. Remote work is a management option and not an employee entitlement or right. An agency may terminate a remote work agreement at its discretion.

Learn more about the Paid Parental Leave program here. For a complete list of benefits provided by The State of Arizona, please visit our benefits page

Retirement:

State employees are required to participate in the Arizona State Retirement System (ASRS), the State sponsored retirement contribution plan and the Long-Term Disability (LTD) program after a 27-week waiting period. The ASRS defined benefit plan provides for life-long income upon retirement. You will also have the option to participate in a voluntary deferred compensation program to take advantage of tax-deferred retirement investments.
On, or shortly after, your first day of work you will be provided with additional information about the available insurance plans, enrollment instructions, submission deadlines and effective dates.

Contact Us:

If you have any questions, need assistance, or would like to request a reasonable accommodation, please contact tartenian@azdor.gov

*The State of Arizona is an Equal Opportunity/Reasonable Accommodation Employer.