DEPARTMENT OF REVENUE

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

_

**PROBLEM RESOLUTION OFFICER

This is a Special Work Assignment open only to internal Arizona Department of Revenue Employees. **

Job Location:

Division of Taxpayer Services

1600 West Monroe Street. Phoenix, AZ

Posting Details:

Salary: $77,000

Grade: 23

Closing Date: 9/30/26

Job Summary:

This is a Special Work Assignment open only to internal Arizona Department of Revenue Employees.

The Problem Resolution Officer manages the Arizona Taxpayer Assistance Office established by A.R.S. § 42-2051 (the Department’s Problem Resolution Office) and serves as the Arizona Department of Revenue’s (ADOR) ombudsman. The Problem Resolution Officer receives and evaluates taxpayer complaints of improper, abusive, or inefficient service; provides expeditious service to taxpayers whose problems are not resolved through normal channels; and recommends corrective action to the Director. The position exercises independent statutory authority, including authority to issue taxpayer assistance orders that stay ADOR actions and to issue ADOR’s final decision on applications for reimbursement of fees and costs. The position services and represents the taxpayers’ best interest in all problem resolution matters.

This position has two (2) individual contributor direct reports.

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.

The State of Arizona strives for a work culture that affords employees flexibility, autonomy, and trust. Across our many agencies, boards, and commissions, many State employees participate in the State’s Remote Work Program and are able to work remotely in their homes, in offices, and in hoteling spaces. All work, including remote work, should be performed within Arizona unless an exception is properly authorized in advance.

Job Duties:

Essential Duties and Responsibilities include but are not limited to:

Supervisory

-Actively participating in the interviewing and hiring processes and ensuring successful functional onboarding of new employees -Planning, assigning, coordinating and overseeing daily work of direct reports -Conducts regular one-on-one meetings providing constructive, balanced, regular performance feedback, coaching and mentoring -Setting reasonable stretch performance goals and conducting mid-year and annual performance appraisals -Recognizing and rewarding performance excellence, culture championship, and continuous improvement efforts -Communicating and enforcing agency policies and programs -Applying corrective action, addressing complaints and resolving problems in a timely fashion, involving and collaborating with leadership and Human -Resources as appropriate

Taxpayer Assistance and Representation

-Receives and evaluates complaints of improper, abusive, or inefficient services provided by ADOR employees -Using various types of informal mediation techniques, facilitates communication between taxpayers and the agency to further parties’ understanding and guides parties towards a mutual agreement -Applying relevant laws, regulations, and policies, provides prompt service to taxpayers whose problems are not resolved through standardized channels, and ensures the resolution of the most complex/sensitive taxpayer issues -Takes action to stop or prohibit ADOR from taking punitive action against a taxpayer where appropriate -Assist taxpayers in obtaining easily understandable tax information -Answers questions regarding preparing and filing returns with ADOR -Assists in locating documents or payments filed with or submitted to ADOR by taxpayers

Agency Support

-Handles and tracks agency “controlled correspondence,” Arizona Form 91s (Request for Taxpayer Assistance Order), and Arizona Form 292s (Electronic Filing and Payment Waiver Application) -Assists in responding to inquiries from the Governor’s Office and other constituent services’ offices, such as the Office of Constituent Engagement and the Arizona Ombudsman Citizens’ Aide Office, with regard to taxpayer issues -Provides training and/or guidance to ADOR staff regarding how to correct taxpayers complaints or issues -Identifies new issues and/or root cause of poor services within the agency, and recommends appropriate corrective action or systemic change -Reaches out to taxpayers providing negative public reviews of the agency and to provide assistance and/or resolve issues -Compiles data each year on the number and type of taxpayer complaints and evaluates the action taken to resolve complaints, opinions or decisions, as needed -Provides reports to agency leadership regarding issues and complaints -Researches claims by the Arizona Department of Administration, Risk Management Division, including claims for bank charges caused by erroneous levies, and prepares ADOR’s response in coordination with the General Counsel -Evaluates and approves requests for interest abatement, per statute

Agency/Department Compliance & Continuous Improvement

Remains current on relevant 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 in industry associations and attendance at meetings/events, and/or participation in training and other continuing education opportunities.

Actively contributes to team and individual effectiveness through the following:

-Attends staff meetings and huddles of work unit or district, cascading and tracking information as indicated -Completes all required training in a timely manner. -Participates in assigned work teams as appropriate. -Completes periodic metrics, projects, huddle boards and reports as requested. -Prepares for and actively participates in 1:1 coaching with a supervisor. -Maximizes work processes and deliverables through lean principles within the Arizona Management System (AMS), provides recommendations for process improvement, and engages in continuous improvement efforts as assigned.

Projects Engagement

-Engages as project business lead and/or SME as applicable, to ensure the successful execution of all mandated and non mandated projects -Represents taxpayers’ interests and concerns in planning meetings, in the review of instructions and forms, and in the formulation of ADOR policies, procedures, and system requirements, including tax system modernization

Knowledge, Skills & Abilities (KSAs):

Knowledge -Working knowledge of Arizona tax laws statutes and administrative rules, including the Taxpayers’ Bill of Rights (A.R.S. Tit. 42, Ch. 2, Art. 2) and the taxpayer confidentiality provisions (A.R.S. §§ 42-2001 through -2004), and general knowledge of federal tax administration -Working knowledge of ADOR policies and procedures -Working knowledge of the taxes, fees, and assessments that ADOR administers, including income and corporate income, transactive privilege and use, withholding, tobacco, liquor luxury, and marijuana excise taxes, and of related licensing, registration, and bonding requirements -Working knowledge of ADOR collection and enforcement procedures (liens, levies, offsets, installment payment agreements, and offers in compromise) and administrative appeal procedures -Extensive knowledge of principles and processes for providing customer and personal services -Extensive knowledge of best practices for completing fact-finding interviews

Skills -Superb verbal, written, and listening, and interpersonal communication skills -Effective organization and time management skills, with the ability to manage multiple projects simultaneously and work in high-pressure situations -Skill in writing clear, well-reasoned decisions for a lay audience -Proficient in the use of a PC in a Windows environment; in the use of the Internet; in the use of MS Office Applications such as Outlook, Word and -Excel, PowerPoint; 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 work both independently and collaboratively as part of a team -Ability to work in a confidential manner, sharing taxpayer information with internal and external individuals only as permitted by A.R.S. §§ 42-2001 through -2004 -Ability to testify clearly and credibly under oath in administrative and judicial proceedings, including under cross-examination -Ability to understand and solve problems by: applying advanced analytical skills to include collecting all relevant information and data needed to address the problem; organizing, classifying, and synthesizing the data into core issues; identifying the most probable causes of the problem; reducing the information down into manageable components; identifying the logical outcomes from the analyses of the data collected; and identifying the options and solutions for addressing the problems analyzed. -Willingness and ability to embody ADOR’s core values of Do the Right Thing, Commit to Excellence, and Care About One Another

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 relevant degree from an accredited college or university such as a Bachelor’s Degree (e.g., B.A.), training, coursework, and work experience relevant to the assignment. -Minimum of five (5) years' experience in dispute resolution or informal mediation, with decision-making authority or responsibility for presenting final recommendations to management -Minimum of one (1) year previous supervisory or management experience -Bachelor’s or Master’s Degree in Accounting, Business Administration, Public Administration, Communications, Education, or a related field, or a Juris Doctor -Experience in state or federal tax administration, tax practice, or taxpayer advocacy -Formal training or certification in mediation or alternative dispute resolution -Experience writing administrative decisions subject to appeal and testifying in administrative or judicial proceedings

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 -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.

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

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