Job Details

This position serves as the primary customer contact in a Collection Services Bureau (CSB) service center environment utilizing knowledge base and case management tools to assist customers. This employee interacts with taxpayers/debtors and their authorized representatives via the telephone and written correspondence, including handling escalated inquiries from customers and the CSB contracted private collection agency. In accordance with established service center standards, this position provides assistance regarding the resolution of delinquent state agency debts and the collection process. This position utilizes knowledge base information from CSB systems to answer customer inquiries regarding departmental policies, procedures, and some points of law. This employee also utilizes CSB systems to update and retrieve account information and complete work queue items as assigned.