Contact Representative (Centralized Evaluative Review (CER) Specialist) (12 Month Roster) -Department of the TreasuryInternal Revenue Service -Open & closing dates 03/28/2018to02/05/2019 -Salary $52,269 to $75,334 per year -Pay scale & grade GS 09 -Work schedule Full-Time - Full Time, Day and Swing Shift -Appointment type Permanent -Locations 27 vacancies in the following locations: -Cheektowaga, NY4 vacancies -Holtsville, NY10 vacancies -Philadelphia, PA13 vacancies -Relocation expenses reimbursed No -Announcement number -Control number 495139800 -Duties -Summary WHAT DOES A CENTRALIZED EVALUATIVE REVIEW (CER) DO? As a CER reviewer you will perform duties relating to quality assurance and individual evaluative review of Contact Representatives (CR) and Tax Examiners (TE) on the full range of Individual and/or Business Masterfile (IMF/BMF), Tax Law, International, and/or Tax Exempt and Government Entities (TEGE) customer contacts through the Aspect Telephone System, written correspondence and returns/cases processed. Provide technical assistance to the AM workforce via documented feedback.. Performs an analysis of review results and creates job aids, and quality initiatives to improve overall quality performance WHAT IS THE WAGE AND INVESTMENT (W&I) DIVISION?The Wage & Investment Division (W&I) serves about 122 million taxpayers who file upwards of 94 million returns each year. Key W&I objectives are to provide high-quality taxpayer assistance, and to enable taxpayers to transact and communicate electronically to file their returns, make payments and receive assistance. W&I partners with private organizations to provide assistance to such disadvantaged groups as elderly and low-income taxpayers. This is a roster announcement open continuously and allows applicants to apply up to the last cut off date listed in the announcement. The roster will be used to fill positions throughout the next 12 months.We are projecting approximately 27 vacancies may be filled during the life of this roster open period of 03/28/2018 to 02/05/2019 - selections may be made through 05/06/2019.Contingent upon funding and space requirements, one or more vacancies may be filled in the POD's listed below as they become available in that location during the life of this roster. Additional and/or updated applications must be submitted by 11:59 pm ET (Eastern Time) at the close of each of the following cutoff dates: 04/10/18, 08/03/18, 11/05/18, and 02/05/19. Applicants need to apply and be eligible on or prior to the cut off dates or the closing date to be considered for the roster. Positions are located in W&I, Accounts Management, Centralized Evaluative Review (CER) in the following location: 2970 Market Street, Philadelphia, PA (8 Days, 5 Swing);1040 Waverly Avenue, Brookhaven, NY (5 Days, 5 Swing); 2875 Union Road, Suite 12A, Cheektowaga, NY (2 Days, 2 Swing) -Responsibilities As a Centralized Evaluative Reviewer you will: -Complete evaluative review on toll-free telephone calls utilizing the Contact Recording System, and/or reviews closed paper cases using the electronic Correspondence Imaging System (CIS), evaluating the effectiveness of the call/case, identifying if all customer Evaluate current procedure and policy, proposing appropriate action which may include changes Probe and Response Guide, Interactive Tax Law Assistant (ITLA) and Internal Revenue Manual (IRM) revisions. Measure the accuracy of service provided to AM customers. Use quality monitoring techniques: contact recording, CIS, and diagnostic reports to assess quality and to identify trends affecting quality. Results may indicate training needs, procedural problems or areas needing emphasis. Analyze and evaluate information involving the research of records and the nature of each inquiry. Develop and prepare written or oral reports summarizing activities, identifying quality problem issues and recommending solutions for improvement. WHERE CAN I FIND OUT MORE ABOUT OTHER IRS CAREERS?If you want to find out more about IRS careers, visit us on the web at -Travel Required Not required -Supervisory status No -Promotion Potential 09 -Requirements -Conditions of Employment -Please refer to "Conditions of Employment." -Click "Print Preview" to review the entire announcement before applying. -IRS Employees on Career or Career Conditional Appointments. - -Qualifications You must meet the following requirements by the closing date of this announcement. GS-09 LEVEL:You must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-08 grade level in the Federal service. Specialized experience for this position includes: experience applying the methods, precedents, and guidelines related to individual and/or business accounts to determine the appropriate amount of tax, penalties, interest, or payments. Experience applying methods, precedents, and guidelines related to Accounts Management programs. Communicating specialized information with internal and external customers verbally or in writing to clarify and resolve their account or tax issues and to fully advise the taxpayer of options available for meeting tax obligations. Experience working and/or dealing with individuals including, third party representatives, where individuals are evasive, irate, and unwilling to accept the Service's or Employers position as to the determination of their account. Experience using interviewing techniques (e.g., disclosure requirements) to obtain and exchange information regarding reported or under-reported items. Experience using on-line systems, investigative techniques and procedures to research materials to make determinations. Experience in written communication in order to prepare and present reports, draft proposals, conduct presentations, coordinate work processes and provide constructive feedback. Experience utilizing inventory management procedures to control casework and conduct research. -The experience may have been gained in the public sector, private sector orVolunteerService. One year of experience refers to full-time work; part- time work is considered on a prorated basis. -To ensure full credit for your work experience, please indicate dates of employment by month/year, and indicate number of hours worked per week, on your resume. In addition to the above requirements, you must have been at the GS-08 level for 52 weeks (time-in-grade requirement). -Security clearance -Required Documents A complete application includes 1. A resume, 2. Vacancy question responses, and 3. Submission of any required documents. Please note that if you do not provide all required information, as specified in this announcement, you will not be considered for this position (or may not receive the special consideration for which you may be eligible). All applicantsare required to submit a resume either by creating one in USAJOBS or uploading one of their own choosing. (Cover lettersare optional). To receive full credit for relevant experience, please list the month/year and number of hours worked for experience listed on your resume. We suggest that you preview the online questions, as you may need to customize your resume to ensure that it supports your responses to these questions. Please viewResume Tips Career Transition Assistance Plan (CTAP) Documentation:If you are a displaced or surplus Treasury employee, clickCTAPfor eligibility and a detailed list of required documents. IRS CTAP eligibles can apply for jobs within and outside the commuting area. IRS Reassignment Preference Program (RPP):You must meet the requirements in your RPP notice. Submit a copy of your RPP Notice along with a copy of your most recent annual performance appraisal. Your performance appraisal must have a fully successful or higher overall rating. Performance Appraisal/Awards:Submit a copy of your most recent completed performance appraisal. If a revalidated appraisal is used for merit promotion, the supervisor must prepare a narrative for each critical job element that does not have a narrative describing the performance in the appraisal period covered by the rating. Note: If you are a manager or management official, your most recent annual performance appraisal must be used for the overall rating identified. Education Documentation:If you are qualifying for this position by substituting education or training for experience, submit a copy of your transcripts or equivalent. If the position has specific education requirements and you are currently (or have previously been) in the Federal job series to be filled, there is no need to submit a transcript or equivalent at this time. An official transcript will be required if you are selected. A college or university degree generally must be from an accredited (or pre-accredited) college or university recognized by the U.S. Department of Education. For a list of schools which meet these criteria, please refer toDepartment of Education Accreditation page. If you are qualifying based on foreign education, you must submit proof of creditability of education as evaluated by a credentialing agency. Refer to theOPM instructions. -Benefits A career with the U.S. Government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding.Learn more about federal benefits. 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