This position serves as the primary customer contact in a service center environment of the Collection Services Bureau (CSB) utilizing knowledge base and case management tools to assist customers. This employee interacts with taxpayers/debtors and their authorized representatives via telephone technologies and written correspondence, including handling inquiries from customers and/or contracted private collection partners. In accordance with established contact center standards, this position aids in the resolution of delinquent tax and state agency debts and the overall collection process. This position utilizes collection systems to answer customer inquiries regarding departmental policies, procedures, and some points of law and to update and retrieve account information regarding delinquent tax and state agency debt accounts. Further, this employee processes work queues generated by collection systems.
