Provide excellent customer service in a fast paced TSCS department by answering inbound & outbound calls from taxpayers & tax preparers with their tax questions. Extensive knowledge of navigate (TPF; TI; ARCS; INC; CM; WASS, E-Gateway; DMV; POA) BETS & PIT Entities to utilize in-depth account and system analysis, validate accounts for accurate balance & explain assessment to resolve taxpayers questions. Ability to handle collection accounts by negotiating payment options & setting up installment agreements. Educate taxpayers to prevent future delinquency and non-compliance. I always promote FTB values & mission by encouraging each caller to visit FTB website to learn more about the benefits of enrolling in MYFTB account. Review & complete correspondence (CM) files weekly. For the past 4 months I have had (0) correspondence files due to ability to resolve cases throughout the day. I volunteer to assist our unit team with other agent's files. For the past 5 months, I am averaging 43 calls per day vs. 32 calls per day for my peers. My average QA score is 97%. Since May of 2016, I volunteered to distributed incoming faxes to team members daily. July 2016, assigned to various OJT (on the job training) upcoming new Tax Technicians. Completed BE training 6/14/2017.
Successfully maintained 99% customer retention payments on past due clients on a monthly basis for the 6 years. Set up installment payments arrangements to bring customer's accounts current. Analyze agency reports daily including property, auto, life billings & renewals as well as responding to underwriting requests to resolve any upcoming company cancellation by contacting customers to resolve and avoid cancellations of their policies. Process account receivables, account payables and monthly payroll.
Assigned to contacting Nationwide businesses past due accounts over 90+, review tax returns & credit reports. Negotiate and set up payment plans and resolve delinquency. Success rate of recovering 99.9% on a monthly basis.
Knowledge FTB PIT laws, policies & procedures
Knowledge FTB systems (TPF; TI; CM; ARCS; INC; DMV; E-Gateway)
Excellent time management & ability to handle multiple tasks
Excellent interpersonal skills
Ability to exercise good judgment
Ability to resolve delinquencies
Ability to work independently
Excellent customer service skills
Strong work ethic
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