The Iowa Department of Revenue’s Alcohol & Tax Operations Division is currently seeking a Revenue Agent 1 to join our Collections Bureau.

The Collections Bureau is responsible for the collection of delinquent tax and non-tax debt. The various duties involve using collection tools such as payment plans, garnishments, bank levies, correspondence, and phone calls.

The Operations Division functions as the central hub for both alcohol and tax-related processes and procedures. This division is responsible for administering the transportation and distribution of wholesale alcoholic liquor to more than 2,000 privately-owned retailers across Iowa, ensuring they are delivered on time and in good condition. Additionally, this division manages tax documents, payments and mail, as well as offering invaluable assistance to taxpayers for filing requirements and procedures.

In this position you will be responsible for:

• Assisting customers in meeting their tax obligations by answering questions via telephone, as well as directing customers online and to other resources
• Through the use of manual dialing or the use of an outbound calling campaign contact taxpayers by phone to secure payments on accounts where the taxpayer has a past due tax liability, using excellent verbal communication skills and attentive listening skills.
• Uses Negotiation techniques to resolve taxpayers accounts in a timely manner.
• Providing customers with exceptional customer service in a call center environment.
• Covering standard call center hours of Monday - Friday, 8:00 AM - 4:30 PM.

Preference will be given to candidates with experience in the following:

• Experience working in a call center environment
• Detailed experience in Collections, with negotiation and listening skills.
• Experience in providing customers information about various tax types.
• Demonstrated experience with related work that requires attention to detail.
• Detailed experience and knowledge with IMPACT, GovConnectIowa, Genesys Cloud, Business Objects, Google products, Microsoft office and approved various Internet sites.

Job Specific Competencies:

• Negotiation skills- Using tools at your disposal to reach a compromise that would satisfy both parties with win-win solutions.
• Active Listening – Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Critical Thinking – Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
• Deductive/Inductive Reasoning- Apply general rules to specific problems to produce answers that make sense and combine pieces of information to form general rules or conclusions.
• Customer and Personal Service- Principles and processes for providing customer and personal service. This includes customer needs assessment, meeting quality standards for services, and evaluating customer satisfaction.

Employer Highlights:

The Iowa Department of Revenue is a well-respected employer. We are focused on providing excellent customer service, while offering a wonderful team atmosphere, work-life balance, free parking, and casual attire. We offer a flexible working environment and opportunities to work from home with the ability to work from anywhere in the State of Iowa as long as it is your primary residence. We have a great total compensation package for all of our full-time employees, including:

• Iowa Public Employees' Retirement System (IPERS)

• Retirement Investors Club (RIC)

• Flexible Working Environment- Work from Home Opportunities

• Health, Dental and Vision Insurance

• Vacation Leave

• Sick Leave

• Paid Holidays (9 days/year)

• Flexible Spending Accounts

• Life Insurance

• Long-Term Disability Insurance

The mission of the Iowa Department of Revenue is to serve Iowans through the responsible collection and generation of revenue to support the public good. If you’re looking for a career with an organization that values its employees and customers, you’ve come to the right place.

Applicants must live within the State of Iowa to qualify for this position.

A background check, including a criminal history check, fingerprint and Iowa tax filing check, will be conducted on the final candidate.

Our agency uses E-Verify to confirm the employment eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visitwww.e-verify.gov.

Effective July 1st, 2025, all Department of Revenue staff and their household will not be able to play any Iowa Lottery games.

Applicants must meet at least one of the following minimum requirements to qualify for positions in this job classification:

1) Two years of full-time work experience in bill or account collections.

2) A combination of a total of two years of education and full-time experience (as described in number one), where thirty semester hours of accredited college or university course work equals one year of full-time experience.

3) Current, continuous experience in the state executive branch that includes one year of full-time work in bill or account collections

For additional information, please click on this link to view the job description.

Some positions in this class may require an applicant to have the ability to pass a background investigation.

Travel may be required for positions in this class. Employees must arrange transportation to and from assigned work areas.