- Position Title
- Contact Representative (English and Bilingual-Spanish)
- Agency
- Internal Revenue Service
- Announcement Number
- 23-11839603K-WIB-0962-5T8 Opens in new window
- Open Period
- Wednesday, February 15, 2023 to Wednesday, March 15, 2023
For preview purposes only. To apply, please return to the USAJOBS announcement and click the Apply button.
Eligibilities
1.
IRS CTAP Candidate - Are you a current displaced or surplus IRS employee and:
If you indicate "Yes" for this question, you MUST submit supporting documentation to validate your claim of CTAP eligibility such as a Reduction in Force (RIF) separation notice or a Certificate of Expected Separation (CES) AND a copy of your most recent annual performance appraisal AND a copy of your most recent SF-50 (Notification of Personnel Action).
For more information, review Career Transition Assistance Plan (CTAP)/Interagency Career Transition Assistance Plan (ICTAP).
- you are located either within or outside the local commuting area of this vacancy, AND
- your grade is equivalent to or below the grade level of this vacancy, AND
- your position has the same or higher promotion potential of this vacancy, AND
- your last performance rating of record is at least fully successful or the equivalent?
If you indicate "Yes" for this question, you MUST submit supporting documentation to validate your claim of CTAP eligibility such as a Reduction in Force (RIF) separation notice or a Certificate of Expected Separation (CES) AND a copy of your most recent annual performance appraisal AND a copy of your most recent SF-50 (Notification of Personnel Action).
For more information, review Career Transition Assistance Plan (CTAP)/Interagency Career Transition Assistance Plan (ICTAP).
2.
Treasury CTAP Candidate - Are you a current displaced or surplus Department of Treasury (non-IRS) employee and:
If you indicate "Yes" for this question, you MUST submit supporting documentation to validate your claim of CTAP eligibility such as a Reduction in Force (RIF) separation notice or a Certificate of Expected Separation (CES) AND a copy of your most recent annual performance appraisal AND a copy of your latest SF-50 (Notification of Personnel Action).
For more information, review Career Transition Assistance Plan (CTAP)/Interagency Career Transition Assistance Plan (ICTAP).
- you are located within the same local commuting area of this vacancy, AND
- your grade is equivalent to or below the grade level of this vacancy, AND
- your position has the same or higher promotion potential of this vacancy, AND
- your last performance rating of record is at least fully successful or the equivalent?
If you indicate "Yes" for this question, you MUST submit supporting documentation to validate your claim of CTAP eligibility such as a Reduction in Force (RIF) separation notice or a Certificate of Expected Separation (CES) AND a copy of your most recent annual performance appraisal AND a copy of your latest SF-50 (Notification of Personnel Action).
For more information, review Career Transition Assistance Plan (CTAP)/Interagency Career Transition Assistance Plan (ICTAP).
3.
IRS Internal Candidate - Are you a current career or career-conditional, Competitive Service Internal Revenue Service (IRS) employee? You can view a copy of your most recent SF-50 to determine if you are Competitive Service. (The "position occupied" block on the SF-50 should show a "1" and your "tenure" block should be a "1" or "2".)
If you indicate "Yes" for this question, submit a copy of your most recent annual performance appraisal.
If you indicate "Yes" for this question, submit a copy of your most recent annual performance appraisal.
4.
IRS RPP Candidate - Are you a current IRS employee who has received a Reassignment Preference Program (RPP) notice and:
If you indicate "Yes" for this question, you MUST submit supporting documentation to validate your claim of RPP eligibility such as a RPP notice AND a copy of your most recent annual performance appraisal AND a copy of your most recent SF-50 (Notification of Personnel Action).
For more information, review IRS Internal Revenue Manual (IRM) 6.330.1.
- you are located either within or outside the local commuting area of this vacancy, AND
- your grade is equivalent to or below the grade level of this vacancy, AND
- your position has the same or higher promotion potential and the same work schedule (e.g., permanent, seasonal, etc.) of this vacancy, AND
- your last performance rating of record is at least fully successful or the equivalent?
If you indicate "Yes" for this question, you MUST submit supporting documentation to validate your claim of RPP eligibility such as a RPP notice AND a copy of your most recent annual performance appraisal AND a copy of your most recent SF-50 (Notification of Personnel Action).
For more information, review IRS Internal Revenue Manual (IRM) 6.330.1.
Preferences
1.
Select the location(s) you want to be considered for. You must choose at least one location.
2.
Select the lowest grade you are willing to accept for this position.
3.
How many performance related awards, (including time off in lieu of monetary), or quality step increases have you received in the three years preceding the closing date of this announcement?
You may obtain a list of your most recent awards at https://persinfo.web.irs.gov/indexawd.htm.
You may obtain a list of your most recent awards at https://persinfo.web.irs.gov/indexawd.htm.
4.
Please list the names of any performance related awards and/or quality step increases you have received in the three years preceding the closing date of this announcement and the dates (MMDDYYYY) of the awards. (For example: Performance Award, 02/02/2019).
You may obtain a list of your most recent awards at https://persinfo.web.irs.gov/indexawd.htm.
You may obtain a list of your most recent awards at https://persinfo.web.irs.gov/indexawd.htm.
5.
What is your Standard Employee Identifier (SEID)?
6.
If you are, or ever were a Federal civilian employee, please provide your current or last pay plan, series, and grade level or pay band. For example: GS-0303-05, IR-0343-02, WG-5400-04.
(limit 250 characters)
7.
What is your current position title?
8.
Your annual performance appraisal and relevant awards are considered in the selection process.
Please indicate the option that best describes your most recent performance appraisal.
Please indicate the option that best describes your most recent performance appraisal.
9.
Please enter the date of your most recent performance appraisal.
10.
Please select the response that most accurately reflects your most recent performance appraisal or performance rating.
11.
Select the work schedule(s) for which you wish to be considered. Note: There are limited perm vacancies. If a perm position is not available in the location you selected, you will be offered a seasonal position.
12.
Select all the Shift(s) you would like to be considered for. If selected, your actual tour of duty will be defined at job offer. Note: Not all shifts are available at each location. See the Additional Information section in the announcement to see what shifts are available for the location you selected.
14.
This vacancy announcement may be used to fill both non-bilingual and bilingual positions.
- If you wish to be considered for a non-bilingual position, select option A in the responses below.
- If you wish to be considered for a bilingual position, select option B or C in the responses below.
- Requirements for bilingual positions:
- You must be able to speak in English and the language specified in this vacancy announcement (Spanish) which includes the ability to:
- Ask and answer questions to gather basic information from customers, AND
- Share information and converse with native speakers on common topics, such as current events, AND
- Explain technical information to a non-technical audience.
- You must certify proficiency in the response below. If selected, you must demonstrate proficiency.
- You must be able to speak in English and the language specified in this vacancy announcement (Spanish) which includes the ability to:
Assessment 1
1.
SPECIALIZED EXPERIENCE:
GS-5 Level: You must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-04 grade level in the Federal service. Specialized experience for this position includes: experience that may have been gained in work with records, documents or financial accounts which involved applying established rules and procedures, or experience gained through work in positions that involved frequent contact with the public researching and responding to non-routine requests for information orally or in writing. The following are examples of specialized experience that may be qualifying and are not all inclusive. Applying laws, rules or regulations and written guidelines; Experience gained in an environment conducting face to face and/or telephone interviews (e.g., collection agency, telemarketing, customer service, sales) resolving problems and issues; Negotiating with others to resolve issues; Performing administrative and technical procedures using a computer to locate and review records and reconcile discrepancies; Experience working with records or financial accounts applying established rules and procedures (e.g., basic accounting, credits and debits, researching and/or adjusting accounts).
OR
You may substitute education for specialized experience as follows: completed at least 4 years of education above the high school level leading to a Bachelor's degree (120 semester hours, 180 quarter hours or 2880 formal classroom hours) or a Bachelors or higher degree.
OR
You may qualify by a combination of experience and education. Options for qualifying based on a combination will be identified in the online questions
Which of the following is true about your specialized experience?
GS-5 Level: You must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-04 grade level in the Federal service. Specialized experience for this position includes: experience that may have been gained in work with records, documents or financial accounts which involved applying established rules and procedures, or experience gained through work in positions that involved frequent contact with the public researching and responding to non-routine requests for information orally or in writing. The following are examples of specialized experience that may be qualifying and are not all inclusive. Applying laws, rules or regulations and written guidelines; Experience gained in an environment conducting face to face and/or telephone interviews (e.g., collection agency, telemarketing, customer service, sales) resolving problems and issues; Negotiating with others to resolve issues; Performing administrative and technical procedures using a computer to locate and review records and reconcile discrepancies; Experience working with records or financial accounts applying established rules and procedures (e.g., basic accounting, credits and debits, researching and/or adjusting accounts).
OR
You may substitute education for specialized experience as follows: completed at least 4 years of education above the high school level leading to a Bachelor's degree (120 semester hours, 180 quarter hours or 2880 formal classroom hours) or a Bachelors or higher degree.
OR
You may qualify by a combination of experience and education. Options for qualifying based on a combination will be identified in the online questions
Which of the following is true about your specialized experience?
2.
SPECIALIZED EXPERIENCE:
GS-6 Level: You must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-05 grade level in the Federal service. Specialized experience for this position includes: experience that may have been gained in work with records, documents or financial accounts which involved applying established rules and procedures. Experience may also have been gained through work in customer service positions that involved frequent contact with the public and may have involved researching and/or adjusting customer accounts. The following are examples of specialized experience that may be qualifying. Please note that these are just examples and this list is not all inclusive: Applying laws, rules or regulations and written guidelines; Communicating orally in order to provide information, assistance, or instructions to members of the general public or their representatives; Negotiating with others to resolve issues; Performing administrative and technical procedures using a computer to locate and review records and reconcile discrepancies; Writing correspondence in response to inquiries and drafting a variety of other written products.
Which of the following is true about your specialized experience?
3.
GS-6 TIME-IN-GRADE REQUIREMENTS: Under merit promotion procedures, Federal applicants must have served 52 weeks at the next lower grade to satisfy time-in-grade restrictions contained in 5 CFR 300, Subpart F. Time is credited based on calendar time served in a grade, regardless of the number of days or hours worked. If you currently hold or have previously held a position at the same (or equivalent) or higher grade/level in the Federal government as of this announcement, you will meet the TIME IN GRADE REQUIREMENTS.
Please select the response that best describes your time in grade.
Please select the response that best describes your time in grade.
4.
SPECIALIZED EXPERIENCE:
GS-7 Level: You must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-06 grade level in the Federal service. Specialized experience for this position includes: Communicating orally with a large volume of people from different social backgrounds in order to provide or elicit information; Researching regulations or guidelines to determine answers or resolve problems; Reviewing tax records for computation errors; Advising and assisting customers with a variety of problems; questions, or situations; Making computations to determine debt; and preparing written correspondence in reply to personal, telephone and/or written inquiries and performing administrative and clerical processes using a computer.
Which of the following is true about your specialized experience?
GS-7 Level: You must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-06 grade level in the Federal service. Specialized experience for this position includes: Communicating orally with a large volume of people from different social backgrounds in order to provide or elicit information; Researching regulations or guidelines to determine answers or resolve problems; Reviewing tax records for computation errors; Advising and assisting customers with a variety of problems; questions, or situations; Making computations to determine debt; and preparing written correspondence in reply to personal, telephone and/or written inquiries and performing administrative and clerical processes using a computer.
Which of the following is true about your specialized experience?
5.
GS-7 TIME-IN-GRADE REQUIREMENTS: Under merit promotion procedures, Federal applicants must have served 52 weeks at the next lower grade to satisfy time-in-grade restrictions contained in 5 CFR 300, Subpart F. Time is credited based on calendar time served in a grade, regardless of the number of days or hours worked. If you currently hold or have previously held a position at the same (or equivalent) or higher grade/level in the Federal government as of this announcement, you will meet the TIME IN GRADE REQUIREMENTS.
Please select the response that best describes your time in grade.
GS-7 TIME-IN-GRADE REQUIREMENTS: Under merit promotion procedures, Federal applicants must have served 52 weeks at the next lower grade to satisfy time-in-grade restrictions contained in 5 CFR 300, Subpart F. Time is credited based on calendar time served in a grade, regardless of the number of days or hours worked. If you currently hold or have previously held a position at the same (or equivalent) or higher grade/level in the Federal government as of this announcement, you will meet the TIME IN GRADE REQUIREMENTS.
Please select the response that best describes your time in grade.
6.
SPECIALIZED EXPERIENCE:
GS-8 Level: You must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-07 grade level in the Federal service. Specialized experience for this position includes: Reviewing tax records, reports, documents or similar records for discrepancies and making necessary changes/corrections; Researching and adjusting customer accounts; collecting debt; providing explanations in response to specific inquiries; Reviewing particular circumstances of individuals and applying regulatory requirements that will best meet their needs; Interpreting complex laws, regulations and written guidelines; Communicating orally with a large volume of people from different social backgrounds in order to resolve problems and provide advice/guidance; Writing correspondence in response to complex inquiries for technical information and performing administrative and clerical processes using a computer.
.
Which of the following is true about your specialized experience?
GS-8 Level: You must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-07 grade level in the Federal service. Specialized experience for this position includes: Reviewing tax records, reports, documents or similar records for discrepancies and making necessary changes/corrections; Researching and adjusting customer accounts; collecting debt; providing explanations in response to specific inquiries; Reviewing particular circumstances of individuals and applying regulatory requirements that will best meet their needs; Interpreting complex laws, regulations and written guidelines; Communicating orally with a large volume of people from different social backgrounds in order to resolve problems and provide advice/guidance; Writing correspondence in response to complex inquiries for technical information and performing administrative and clerical processes using a computer.
.
Which of the following is true about your specialized experience?
7.
GS-8 TIME-IN-GRADE REQUIREMENTS: Under merit promotion procedures, Federal applicants must have served 52 weeks at the next lower grade to satisfy time-in-grade restrictions contained in 5 CFR 300, Subpart F. Time is credited based on calendar time served in a grade, regardless of the number of days or hours worked. If you currently hold or have previously held a position at the same (or equivalent) or higher grade/level in the Federal government as of this announcement, you will meet the TIME IN GRADE REQUIREMENTS.
Please select the response that best describes your time in grade.
GS-8 TIME-IN-GRADE REQUIREMENTS: Under merit promotion procedures, Federal applicants must have served 52 weeks at the next lower grade to satisfy time-in-grade restrictions contained in 5 CFR 300, Subpart F. Time is credited based on calendar time served in a grade, regardless of the number of days or hours worked. If you currently hold or have previously held a position at the same (or equivalent) or higher grade/level in the Federal government as of this announcement, you will meet the TIME IN GRADE REQUIREMENTS.
Please select the response that best describes your time in grade.
This exam is used to assess an applicant's potential to successfully perform the duties of an entry-level Contact Representative. The items in this exam were developed to evaluate the competencies needed to successfully perform well on the job as a Contact Representative.
This assessment is entirely computer-based. The exam items begin on the next page. Use scrap paper and calculators at your discretion. There is no penalty for guessing. This exam contains two types of items. There are 24 judgment items that will present you with a situation and ask you to choose which of the response options would be your most likely response to that situation. Select the option that would be your "Most Likely" response to the situation in the appropriate column. You should respond to each scenario based ONLY on the information provided in that scenario. While some scenarios may appear similar in nature, you should consider each scenario independently.
These items evaluate an applicant's judgment in critical situations that entry-level Contact Representatives may encounter on the job. While these questions represent situations that are similar to those that occur on the job, knowledge of the job is NOT required to respond.
However, you should keep in mind that the major duties of a Contact Representative include answering telephone calls from individual or business taxpayers on a hotline, as well as answering written inquiries from taxpayers. Each call or written message is a case that a Contact Representative is responsible for resolving. It is important to fully and accurately resolve as many cases as possible, avoiding additional action needed by the taxpayer or other IRS employees, where possible (e.g., avoid taxpayers having to call back; avoid taxpayers needing to take action after the call; avoid transferring the call to other IRS employees when you can resolve it). It is also important to close cases quickly to get to as many calls or messages as possible each day. Contact Representatives also have reading time allocated each week to review and research materials in order to stay current on the latest relevant information.
In addition to the judgment items, there are 8 multiple choice items that will present you with a question followed by three (3) or four (4) response options (A, B, C, etc.). Carefully read the question and all of the response options provided and select the one best answer for each item. Some questions refer to written passages presented above the question. Although all items measure competencies relevant to the Contact Representative job, the item and/or passage content does not always reflect actual Contact Representative job circumstances.
This assessment is entirely computer-based. The exam items begin on the next page. Use scrap paper and calculators at your discretion. There is no penalty for guessing. This exam contains two types of items. There are 24 judgment items that will present you with a situation and ask you to choose which of the response options would be your most likely response to that situation. Select the option that would be your "Most Likely" response to the situation in the appropriate column. You should respond to each scenario based ONLY on the information provided in that scenario. While some scenarios may appear similar in nature, you should consider each scenario independently.
These items evaluate an applicant's judgment in critical situations that entry-level Contact Representatives may encounter on the job. While these questions represent situations that are similar to those that occur on the job, knowledge of the job is NOT required to respond.
However, you should keep in mind that the major duties of a Contact Representative include answering telephone calls from individual or business taxpayers on a hotline, as well as answering written inquiries from taxpayers. Each call or written message is a case that a Contact Representative is responsible for resolving. It is important to fully and accurately resolve as many cases as possible, avoiding additional action needed by the taxpayer or other IRS employees, where possible (e.g., avoid taxpayers having to call back; avoid taxpayers needing to take action after the call; avoid transferring the call to other IRS employees when you can resolve it). It is also important to close cases quickly to get to as many calls or messages as possible each day. Contact Representatives also have reading time allocated each week to review and research materials in order to stay current on the latest relevant information.
In addition to the judgment items, there are 8 multiple choice items that will present you with a question followed by three (3) or four (4) response options (A, B, C, etc.). Carefully read the question and all of the response options provided and select the one best answer for each item. Some questions refer to written passages presented above the question. Although all items measure competencies relevant to the Contact Representative job, the item and/or passage content does not always reflect actual Contact Representative job circumstances.
8.
You receive a call from a taxpayer who currently has a payment plan with the IRS. The taxpayer would like to know the amount to pay off his balance in full. You know that payoff amounts are impacted by recent payments, the date of the payoff payment, and the method of payment (e.g., electronic vs. mailed check). When looking into his account, you see his payoff figure listed as of today.
Given this situation, what would you most likely do?
Given this situation, what would you most likely do?
9.
You receive a call from a taxpayer who is being charged a penalty for a late tax return. The taxpayer does not understand why she is being penalized since she filed for an extension to the due date. As you review the taxpayer's account, you see the tax return was filed late, but there is no request for an extension on file.
Given this situation, what would you most likely do?
Given this situation, what would you most likely do?
10.
You have recently been reminded by your manager to resolve calls more efficiently. Later that day, a customer calls to obtain the taxable income value from her elderly mother's most recent tax return for her assisted living facility intake form. You check the mother's account, and see the customer is not authorized to receive information about the account but can see the taxable income amount she is requesting. You explain to the customer that because she is not authorized, her mother will need to make the request, but she explains that she needs the information right away. There are multiple methods by which the request can be made and the information can be received by the customer.
Given this situation, what would you most likely do?
Given this situation, what would you most likely do?
11.
You are supporting a taxpayer in the middle of a very busy day. The taxpayer wants to know what actions she can take to appeal a lien that has been filed against her past due taxes. In an effort to help the taxpayer, you navigate to electronic guidance on appealing liens. You select a hyperlink directing you to important information that will answer her question, but you notice that the hyperlink directs you to a broken webpage. You know that the information is available without using the hyperlink, so you research manually to find the information you need to help the taxpayer. As you find the information, you notice that you have been on the call for several minutes longer than average.
Given this situation, what would you most likely do?
Given this situation, what would you most likely do?
12.
You receive a call from a taxpayer who has concerns with her account. The taxpayer has been explaining her concerns for over five minutes. As she is talking, you notice that your lunch break was supposed to begin two minutes ago. In your department, there are strict guidelines on taking lunch breaks during the allotted times. These guidelines are in place to ensure that the taxpayer hotlines are staffed appropriately.
Given this situation, what would you most likely do?
Given this situation, what would you most likely do?
13.
Your team has just been told that they are falling behind on the number of cases they resolve, and they need to try to increase their numbers. After you and your team return to your desks, you receive a written request from a taxpayer. The request is not clear to you and does not appear to provide you with all of the information you need. You could send the taxpayer a letter letting him know additional information is needed, which would enable you to close the contact quickly, but will require the taxpayer to contact the IRS again. You could call the taxpayer, but that would take additional time. Or, you could make some assumptions about what the taxpayer is requesting; however, if you are incorrect, interest could be assessed on the account.
Given this situation, what would you most likely do?
Given this situation, what would you most likely do?
14.
You are helping a taxpayer who is facing financial hardship and has received an eviction notice. After reviewing the taxpayer's account, you notice that the taxpayer has not filed tax returns for several years. You continue reviewing the account and notice that based on the taxpayer's monthly income, the taxpayer is unable to pay the full amount owed. You think that the taxpayer may qualify to have delayed payments due to the financial hardship; however, you have never handled a taxpayer situation of this matter.
Given this situation, what would you most likely do?
Given this situation, what would you most likely do?
15.
You receive a call from a taxpayer who was recently laid off from his job and needs assistance negotiating a payment plan to pay taxes that are due. You think you remember from training how to identify the balance due and the steps required for taxpayers to update payment plans, but you are unsure of his next steps and responsibilities regarding the full amount that is due and a previously negotiated payment plan.
Given this situation, what would you most likely do?
Given this situation, what would you most likely do?
16.
You receive a call from a taxpayer requesting to set up a payment plan for his balance due on the current year's taxes. You review the taxpayer's account and see he qualifies for a payment plan. While researching job aids and reference materials, you find a reference that outlines the process to set up a payment plan. You have been trained on this process, but have never done it before.
Given this situation, what would you most likely do?
Given this situation, what would you most likely do?
17.
The taxpayer you are speaking with is requesting a transcript of his account. This is the first time in a while that a taxpayer has requested an account transcript, but you found the appropriate job aid to help with the request. While looking for the transcript, you realize the automated transcript system is not responding to your requests.
Given this situation, what would you most likely do?
Given this situation, what would you most likely do?
18.
The IRS has recently implemented a new tool to help Contact Representatives make updates to contact information in taxpayer accounts, but you find that the new tool is not recognizing address updates. You know the tool is used to update contact information across multiple IRS systems at once. The next call you receive is from a taxpayer wanting to change her address in her account.
Given this situation, what would you most likely do?
Given this situation, what would you most likely do?
19.
You receive a call from a taxpayer who wants to check the status of his tax refund. The taxpayer appears frustrated and speaks broken English, making it difficult for you to communicate with him. In order to access the taxpayer's account records, you need his full name. When the taxpayer states his name, you have difficulty understanding him.
Given this situation, what would you most likely do?
Given this situation, what would you most likely do?
20.
You have just been trained on how to set up payment agreements. The first step in that process is to provide the taxpayer with the date of when his or her first payment would be due using a Cycle Period Chart. You received a hard copy of the Cycle Period Chart in your training, and your manager emailed a copy telling you to keep it handy.
Given this situation, what would you most likely do?
Given this situation, what would you most likely do?
21.
You have recently completed a 12-week training class. The class provided training on numerous different topics and over 200 pages of research materials in both paper and electronic format to help with taxpayer inquiries. The volume of information provided during the training was a bit overwhelming, and you have overheard other coworkers express the same frustration.
Given this situation, what would you most likely do?
Given this situation, what would you most likely do?
22.
You are in training to learn about one of the IRS systems that you will need to research when answering taxpayer questions. You are having trouble understanding the system, but you feel confident that you will understand it better once you are able to use it on the job. In the meantime, however, you are not passing the training tests about the system.
Given this situation, what would you most likely do?
Given this situation, what would you most likely do?
23.
You are on a call with a taxpayer who had a question. You answered the taxpayer's question, but he is now questioning your answer. You have answered this type of question in the past, so you are confident in the answer, but the taxpayer's argument is reasonable.
Given this situation, what would you most likely do?
Given this situation, what would you most likely do?
24.
You are fielding a call from a taxpayer who is irate that her tax refund has not been processed within a previously quoted timeframe. As you begin explaining the actions to the taxpayer on her account, the taxpayer interrupts and starts using vulgar language and is being verbally abusive to you. You have been instructed that if a taxpayer is being verbally aggressive and using inappropriate language, you are authorized to disconnect the call.
Given this situation, what would you most likely do?
Given this situation, what would you most likely do?
25.
All calls that you receive are recorded and can be reviewed by your manager. As you are reviewing a recent call with your manager, she provides you some constructive feedback to help you improve future calls. Some of her feedback was about speaking with more confidence. You feel you speak confidently but politely with taxpayers.
Given this situation, what would you most likely do?
Given this situation, what would you most likely do?
26.
A taxpayer calls in regarding his delinquent tax return. He mentions that he has been unable to meet with his accountant to file his taxes due to being ill in the hospital with cancer. The taxpayer asks you if there is any way that he can get more time to file his return.
Given this situation, what would you most likely do?
Given this situation, what would you most likely do?
27.
You are staffing the taxpayer hotline when you receive a call from a distraught taxpayer. She has a scheduled appointment at the Taxpayer Assistance Center today, and is asking if you could re-schedule it for her. She explains that she is unable to attend the appointment because she was recently in a car accident. She also explains that she has been on hold for close to an hour and sounds like she is about to cry.
Given this situation, what would you most likely do?
Given this situation, what would you most likely do?
28.
While staffing the taxpayer hotline, you receive a call from a taxpayer who has not yet received his expected tax refund. He states that without the refund, he will not be able to pay his bills or put food on the table. While explaining to you why the refund is so important, the taxpayer states that he should just "end it."
Given this situation, what would you most likely do?
Given this situation, what would you most likely do?
29.
You receive a call from an angry taxpayer who immediately demands to speak with a manager about an issue that he refuses to explain to you. You probe the taxpayer immediately after his first refusal to divulge information. The taxpayer continues to request to speak to a manager.
Given this situation, what would you most likely do?
Given this situation, what would you most likely do?
30.
You receive a call from a taxpayer who is confused about why he owes money. After looking into the taxpayer's account, you explain to him why there is a balance due on his account. The taxpayer then says that he is having difficulty understanding because English is not his first language.
Given this situation, what would you most likely do?
Given this situation, what would you most likely do?
31.
You have a disagreement with the lead Contact Representative about a case. The lead Contact Representative often interprets things differently than you do. As such, you and the lead Contact Representative often have heated debates. On this occasion, the lead Contact Representative has told you that you are not following the correct procedures, but you believe you are following them correctly.
Given this situation, what would you most likely do?
Given this situation, what would you most likely do?
32.
Read the following paragraph and respond to the question below.
Tax-related identity theft occurs when someone uses a stolen Social Security number to file a tax return and collect the targeted person's refund. Although identity theft affects a small percentage of tax returns it can have a major impact on victims by delaying their refunds.
Where should a comma be added in the paragraph above?
Tax-related identity theft occurs when someone uses a stolen Social Security number to file a tax return and collect the targeted person's refund. Although identity theft affects a small percentage of tax returns it can have a major impact on victims by delaying their refunds.
Where should a comma be added in the paragraph above?
33.
Read the following sentences and respond to the question below.
While the Contact Representative was fielding a taxpayer phone call, he seen an error with the deductions on her most recent tax return. The Contact Representative notified the taxpayer that he has not yet changed it, but will fix the error before the end of the day.
Which of the underlined words or phrases in the sentences above should be changed?
While the Contact Representative was fielding a taxpayer phone call, he seen an error with the deductions on her most recent tax return. The Contact Representative notified the taxpayer that he has not yet changed it, but will fix the error before the end of the day.
Which of the underlined words or phrases in the sentences above should be changed?
34.
Read the following paragraph and respond to the question below.
I first attempted to contact the taxpayer on March 30, 2014, but was unsuccessful as the business owner was out of town to travel for a family wedding, he would not return for at least a week. After speaking with my supervisor, we decided to wait for the business owner to return before pursuing legal action related to suspected fraudulent tax filings. Although the investigation is straightforward, we still wish to interview the business owner. There is some uncertainty regarding who actually filed the tax statements, and thus, who would be held liable in subsequent legal proceedings.
Which of the numbered sentences is a run-on sentence?
I first attempted to contact the taxpayer on March 30, 2014, but was unsuccessful as the business owner was out of town to travel for a family wedding, he would not return for at least a week. After speaking with my supervisor, we decided to wait for the business owner to return before pursuing legal action related to suspected fraudulent tax filings. Although the investigation is straightforward, we still wish to interview the business owner. There is some uncertainty regarding who actually filed the tax statements, and thus, who would be held liable in subsequent legal proceedings.
Which of the numbered sentences is a run-on sentence?
File Form 8809 as soon as you know an extension of time to file is necessary. However, Form 8809 must be filed by the due date of the returns. Filers and transmitters of Form W-2 whose business has terminated should follow the procedures in the Instructions for Forms W-2 and W- 3 to request an extension.
If you are requesting an extension of time to file several types of forms, you may use one Form 8809, but you must file Form 8809 by the earliest due date. For example, if you are requesting an extension of time to file both Forms 1099 and 5498, you must file Form 8809 by February 28 (March 31 if you file electronically). You may complete more than one Form 8809 to avoid this problem. An extension cannot be granted if a request is filed after the due date of the original returns.
The automatic extension period is 30 days from the original due date. You may request one additional extension of not more than 30 days by submitting a second Form 8809 before the end of the first extension period. Requests for an additional extension of time to file information returns are not automatically granted. Generally, requests for additional time are granted only in cases of extreme hardship or catastrophic event. The IRS will send you a letter of explanation approving or denying your request for an additional extension.
Note. The automatic and any approved additional request will only extend the due date for filing the returns. It will not extend the due date for furnishing statements to recipients.
If you file required information returns late and you have not applied for and received an approved extension of time to file, you may be subject to a late filing penalty. The amount of the penalty is based on when you file the correct information return. For more information on penalties, see part O in the General Instructions for Certain Information Returns, and Penalties in the Instructions for Form 1042-S, the Instructions for Form 8027, and the Instructions for Forms W-2 and W-3.
If you are requesting an extension of time to file several types of forms, you may use one Form 8809, but you must file Form 8809 by the earliest due date. For example, if you are requesting an extension of time to file both Forms 1099 and 5498, you must file Form 8809 by February 28 (March 31 if you file electronically). You may complete more than one Form 8809 to avoid this problem. An extension cannot be granted if a request is filed after the due date of the original returns.
The automatic extension period is 30 days from the original due date. You may request one additional extension of not more than 30 days by submitting a second Form 8809 before the end of the first extension period. Requests for an additional extension of time to file information returns are not automatically granted. Generally, requests for additional time are granted only in cases of extreme hardship or catastrophic event. The IRS will send you a letter of explanation approving or denying your request for an additional extension.
Note. The automatic and any approved additional request will only extend the due date for filing the returns. It will not extend the due date for furnishing statements to recipients.
If you file required information returns late and you have not applied for and received an approved extension of time to file, you may be subject to a late filing penalty. The amount of the penalty is based on when you file the correct information return. For more information on penalties, see part O in the General Instructions for Certain Information Returns, and Penalties in the Instructions for Form 1042-S, the Instructions for Form 8027, and the Instructions for Forms W-2 and W-3.
35.
Requests for an additional extension beyond the first extension are granted when:
36.
In which circumstance would you accrue a late filing penalty?
Instructions for Form 9465
Use Form 9465 to request a monthly installment plan if you can't pay the full amount you owe shown on your tax return (or on a notice we sent you). Most installment agreements meet our streamlined installment agreement criteria. The maximum term for a streamlined agreement is 72 months. In certain circumstances, you can have longer to pay or you can establish an agreement for an amount that is less than the amount of tax you owe.
However, before requesting an installment agreement, you should consider other less costly alternatives, such as getting a bank loan or using available credit on a credit card. If you have any questions about this request, call 1-800-555-5555.
Use Form 9465 if you're an individual:
Use Form 9465 to request a monthly installment plan if you can't pay the full amount you owe shown on your tax return (or on a notice we sent you). Most installment agreements meet our streamlined installment agreement criteria. The maximum term for a streamlined agreement is 72 months. In certain circumstances, you can have longer to pay or you can establish an agreement for an amount that is less than the amount of tax you owe.
However, before requesting an installment agreement, you should consider other less costly alternatives, such as getting a bank loan or using available credit on a credit card. If you have any questions about this request, call 1-800-555-5555.
Use Form 9465 if you're an individual:
- Who owes income tax on Form 1040,
- Who is or may be responsible for a Trust Fund Recovery Penalty,
- Who owes employment taxes (for example, as reported on Forms 941, 943, or 940) related to a sole proprietor business that is no longer in operation, or
- Who owes an individual shared responsibility payment under the Affordable Care Act. See section 5000A.
Don't use Form 9465 if:
- You can pay the full amount you owe within 120 days (If you plan to pay the taxes, interest and penalties due in full within 120 days, you can save the cost of the setup fee. See "Can you pay in full within 120 days?"),
- You want to request an online payment agreement (see "Applying online for a payment agreement"), or
- Your business is still operating and owes employment or unemployment taxes. Instead, call the telephone number on your most recent notice to request an installment agreement.
You're eligible for a guaranteed installment agreement if the tax you owe isn't more than
$10,000 and: - During the past 5 tax years, you (and your spouse if filing a joint return) have timely filed all income tax returns and paid any income tax due, and haven't entered into an installment agreement for the payment of federal income tax;
- You agree to pay the full amount you owe within 3 years and to comply with the tax laws while the agreement is in effect; and
- You're financially unable to pay the liability in full when due.
37.
In which situation should an individual not use Form 9465 to file?
38.
Harry's salary yields a net income of $48,600 a year. Harry is paid twice a month by his company and earns _______ every paycheck.
39.
Marissa earns $1,000 after taxes twice a month. Marissa's monthly bills are $1,200. Marissa deposits 40% of her remaining monthly income into a savings account and annually saves:
Select “Yes” or “No” to the following question(s).
40.
To qualify for this position and receive full credit for your relevant experience you must list the month/year and number of hours worked for experience listed on your resume. Your resume must support your responses to the questions. Do you understand that failure to provide sufficient evidence in your resume may result in a "not qualified determination?
41.
I certify that, to the best of my knowledge and belief, all of the information included in this questionnaire is true, correct, and provided in good faith. I understand if I make an intentional false statement, or commit deception or fraud in this application and its supporting materials, or in any document or interview associated with the examination process, I may be fined or imprisoned (18 U.S.C. 1001); my eligibilities may be cancelled, I may be denied an appointment, or I may be removed and debarred from Federal service (5 C.F.R. part 731). I understand any information I give may be investigated. I understand that responding "No" to this item will result in my not being considered for this position.
Failure to agree or respond to the statement below will disqualify you from further consideration for the position. Select the most appropriate response below.
Failure to agree or respond to the statement below will disqualify you from further consideration for the position. Select the most appropriate response below.