Agency Overview
The Department of Revenue's core mission is to collect the revenues required to support the business of the Commonwealth, to make a difference in the lives of children by enforcing the financial responsibilities of parenthood, and to assist Massachusetts cities and towns in sound and efficient fiscal management.
Vision Statement
Our vision is to conduct our operations in a manner that inspires public confidence in government by administering and enforcing tax, child support and municipal finance laws in ways that are innovative, customer-focused, and transparent.
Division Overview
The Resolution Division works with taxpayers, practitioners, and the other Tax Administration Divisions to address issues that could not be resolved in the Tax Division or Operations Division. This includes making decisions on abatement claims, resolving disputes, and working with taxpayers on problem cases.
The Problem Resolution Office (PRO) is part of the Resolution Division. PRO is responsible for addressing complicated tax issues that have not been resolved through normal administrative channels within DOR. PRO also helps resolve tax matters referred by the Commissioner of Revenue, the Governor's Office, and other elected officials. PRO responds to inquiries from other DOR employees regarding their own tax and/or child support matters. This Office serves in a sentinel role in ensuring that DOR meets its core mission of providing firm, fair, and effective administration of the Commonwealth statutes. The work of this office directly impacts the methods and procedures utilized by the entire agency.
Duties & Responsibilities:
- The PRO Tax Examiner V supervises the PRO tax unit to provide one-stop-shopping to our customers at the initial point of contact through the highest level of professional service
- Represents DOR as needed either through in-person customer service or outreach
- Establishes group work plan and assigns work according to identified priorities
- Ensures appropriate coverage for telephone operation
- Assigns, monitors, and reviews employee casework to ensure accurate and timely completion
- Works with staff to include handling cases that escalate
- Identifies and communicates to management problems including systemic, tax related, procedural and/or operational with recommendations to include training needs
- Communicates and ensures compliance with Agency and Bureau policies and procedures
- Ensures employees are engaged in assigned activities and are resolving issues accurately and professionally
- Assist in resolving issues raised by government officials
- Interprets and communicates appropriate provisions of statute, rulings, regulations, policies, and procedures
- Adheres to all personnel policies and procedures
- Conducts employee performance evaluations, performs related tasks as requested.
An external candidate recommended for a position with the Department of Revenue will be subject to a background check that includes checks for: state and federal tax compliance; child support compliance; education verification; Massachusetts CORI checks; criminal background checks in state(s) of current and previous residence/employment; validation of eligibility to work in the United States; and national fingerprint-based criminal background checks.
As part of the Future of Work initiative, the agency is adopting a hybrid work model.? Hybrid work is a mix of in-office work and telework. This position will work remotely some days and in-person on other days.
First consideration will be given to those applicants that apply within the first 14 days.
MINIMUM ENTRANCE REQUIREMENTS: Applicants must have at least (A) five years of full-time, or equivalent part-time, professional experience in accounting, auditing or tax examining work, of which (B) at least one year must have been in a supervisory, administrative or managerial capacity, or (C) any equivalent combination of the required experience and the substitutions below.
Substitutions
I. A Bachelor's degree with a major in accounting, business administration or business management may be substituted for a maximum of two years of the required experience.
II. A Graduate degree with a major in accounting, business administration or business management may be substituted for a maximum of three years of the required experience.
- Education toward such a degree will be prorated on the basis of the proportion of the requirements actually completed.
SPECIAL REQUIREMENTS: Based on assignment, possession of a current and valid Massachusetts Class D Motor Vehicle Operators License may be required.
Comprehensive Benefits
When you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package. We take pride in providing a work experience that supports you, your loved ones, and your future.
Want the specifics? Explore our Employee Benefits and Rewards.
An Equal Opportunity/Affirmative Action Employer. Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply.
The Commonwealth is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law. Research suggests that qualified women, Black, Indigenous, and Persons of Color (BIPOC) may self-select out of opportunities if they don't meet 100% of the job requirements. We encourage individuals who believe they have the skills necessary to thrive to apply for this role.