DEPARTMENT OF REVENUE

Division of Education and Compliance
1600 W Monroe St. Phoenix, AZ 85007

Salary: $41,000

Grade: 18

Closing Date: 4/12/2026

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 role is eligible for remote work with occasional presence in the Phoenix office.

Senior

• 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.
• Actively contributes to team and individual effectiveness through the following: -
• Attends staff meetings and huddles of work unit or district; and may cascade and track information as indicated
• May complete periodic metrics, projects, huddle boards and reports as requested.
• Prepares for and actively participates in 1:1 coaching with supervisor
• Maximizes work processes and deliverables through lean principles within the Arizona Management System (AMS); and provides recommendations for process improvement, and engages in continuous improvement efforts as assigned.

Knowledge/Understanding

• 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
  
• Demonstrated ability to work with a high degree of autonomy and also participate collaboratively as part of a team
  
• Ability to work in a confidential manner, ensuring information is shared with internal and external individuals in an appropriate manner
  
• Ability to understand and solve problems by applying intermediate analytical skills to include collecting all the relevant information and data needed to address the problem
• Willingness and ability to embody ADOR’s core values of Do the Right Thing, Commit to Excellence, and Care About One Another

Additional Job Demands

• In the course of performing the essential duties one must be able to exert up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects.
  
• If completing work remotely, must perform job duties in a dedicated, secured space with internet access
  

Education & Experience

• 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
  

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.

The State of Arizona provides a world class comprehensive benefits package including:

• 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
  

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

State employees are required to participate in the Arizona State Retirement System (ASRS).
Top ranked Arizona State Retirement System (ASRS) provides 100% employer matched contributions (enrollment eligibility will be effective after 27 weeks of State employment). ASRS provides a lifelong benefit based on years of service earned, or worked, and your ending salary.
Learn more about ASRS at: https://www.azasrs.gov/content/new-and-prospective-members.

If you have any questions, need assistance, or would like to request a reasonable accommodation, please contact the ADOR Talent Team at talentgroup@azdor.gov

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