The Iowa Department of Revenue's Alcohol & Tax Operations Division is currently seeking a Revenue Agent 3 to join the Collections Bureau. 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: Leading, mentoring, and coaching team members in the Central Collections Unit call center by providing guidance and feedback on a regular basis. Monitoring each of the collection call center queues including, Outbound Calling Campaigns, Other Billing Questions, and State Setoffs. This position will coordinate replacement staff coverage for the call center on an as-needed basis. Performing quality control reviews to ensure a consistent, quality product. Coordinating and leading team meetings. Assisting with in-person and virtual training. Assisting with documenting standard work processes. Preference will be given to candidates with experience in the following: Above average experience in negotiation techniques and listening skills Experience in classroom or individualized training, experience with quality control, experience leading and mentoring a team Demonstrated experience with related work that requires attention to detail. Work experience which includes creating and writing desk manuals. Detailed experience and knowledge with IMPACT, GovConnectIowa, Genesys Cloud, Business Objects, Audit Component, Google products, Microsoft office and approved various Internet sites Experience working in an inbound/outbound collections call center environment

Job Specific Competencies :

Customer Service

• Principles and processes for providing customer services, including customer needs assessment, meeting quality standards for services, and evaluating customer satisfaction Verbal Expression
• Communicate information and ideas in speaking so others will understand Coordination
• Prioritizing, organizing, and accomplishing tasks Negotiation
• Bringing others together and trying to reconcile differences

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. Effective July 1st, 2025, all Department of Revenue staff and their household will not be able to play any Iowa Lottery games. E-Verify and Right to Work The State of Iowa participates in E-Verify, a federal program that helps employers confirm the employment eligibility of all newly hired employees. Within the required timeframe, new hires will be verified through the E-Verify system to ensure authorization to work in the United States. The State of Iowa also complies with the federal Right to Work laws, which protect employees' rights to work without being required to join a labor organization. For more information, please visit www.e-verify.gov . Applicants must meet at least one of the following minimum requirements to qualify for positions in this job classification: 1) Four years of full-time work experience in bill or account collections. 2) All of the following (a and b): a. One year of full-time work experience in administering tax laws or in bill or account collections; and b. A combination of a total of three years of education and full-time experience (as described in number one), where thirty semester hours of accredited college or university course work in any field equals one year of full-time experience. 3) Current, continuous experience in the state executive branch that includes one year of full-time work as a Revenue Agent 2. 4) Current, continuous experience in the state executive branch that includes six months of fulltime work as a Revenue Examiner 2. 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.