Tax Information Specialist 1 – Initial Contact Team

About the Department

Division Overview:
The mission of the DOR is to efficiently administer tax laws and public service programs with integrity. The Compliance Division supports this mission by collecting taxes through education, investigation and enforcement on behalf of Washington citizens so that tax laws are applied fairly and state services are funded.

Revenue is a dynamic learning organization where you will experience a remarkable work-life balance, with amazing leadership and talented co-workers ready and focused to achieve the agency's goals. We value diverse perspectives and life experiences. We employ and serve people of all backgrounds including people of color, immigrants, refugees, LGBTQ+, people with disabilities, and veterans. This unique culture of respect promotes a professional family of cohesive groups maximizing potential through opportunity. We offer a generous benefits package that includes defined benefit retirement plans; health, dental and vision coverage, deferred compensation plans, and as a public service employee, you may also be eligible for student loan forgiveness.    
 
Visit these links to watch our recruitment video to find out more about our agency and see what our employees say about why Revenue is a great place to work.  
  
We invite you to review the opportunity details below and forward this message to others you feel may be qualified.  

Position Duties

The ICT members are often the first contact for delinquent taxpayers and with the help of a predictive dialer, are charged with reaching out to encourage voluntary payment and tax law compliance. When we're not able to elicit voluntary compliance, our ICT members must maintain the highest levels of professionalism in explaining possible consequences of continued noncompliance.
 
We rely on our ICT Team to be self-motivated, naturally curious, reliable negotiation experts who care for our taxpayers as well as the DOR mission and vision. As critical and essential parts of these positions, the Tax Information Specialist must be adaptable, persistent and able to apply outstanding communication skills to overcome objections and suggest payment options in sometimes tense conversations. Also, key to success in these positions is the ability to type accurate notes into the Department's tax information system while on the phone to aid in account resolution.
 
Many of our high-performing staff have found these positions to be a great entry-point to promotions within the agency.
 
In a short time on the job, you'll learn:

• DOR's computer system and applications.
• DOR's website and how to locate and direct taxpayers to the information they need.
• An introduction to tax rules and laws used to complete various tax forms.
• Computer-based skip tracing tools to locate taxpayers.
   

WORKING CONDITIONS -You must be willing and able to do the following to perform the duties of this position:

• Position requires the ability to work 8:00 a.m. to 5:00 p.m., Monday through Friday. 
• Work professionally in a fast-paced, very focused environment.
• Spend a minimum of 6.75 hours of the day on the predictive dialer telephone system.
• Quickly and adeptly navigate between computer screens and applications to find and communicate answers to taxpayer questions.

Minimum Qualifications

The required qualifications are key competencies that have been successfully demonstrated through experience or education in the following areas. The ideal candidate will possess a combination of knowledge, skills, and abilities below:

Proven ability to compose clear, concise, and grammatically correct written communication, developed through preparing customer correspondence, case notes, reports, or other professional written work.

Proven ability to communicate clearly and concisely over the telephone for extended periods, supported by experience assisting customers, clients, or the public in a high-volume call center environment. 

Progressive experience providing authoritative information or guidance to customers, taxpayers, or the public, reflecting strong verbal communication skills and the ability to adjust tone, pace, and language for diverse audiences. 

Demonstrated ability to interpret and apply complex state tax laws, rules, and policies, gained through experience researching statutory or regulatory requirements in a customer service, regulatory, tax administration, or similar environment. 

Demonstrated skill in researching issues using multiple sources such as laws, rules, advisories, online databases, or internal systems to independently resolve complex customer questions or problems. 

Proven ability to handle challenging or emotionally charged interactions with professionalism and empathy, supported by experience de-escalating conversations and clarifying issues with upset, confused, or uncooperative individuals. 

Demonstrated ability to work collaboratively with diverse internal and external interested parties; such as business owners, attorneys, accountants, and other government staff, gained through professional experience requiring cooperative problem-solving and information exchange. 

Progressive experience organizing and prioritizing work in a fast-paced environment, showing the ability to remain focused, manage interruptions, and respond to changing demands or assigned call queues.

Demonstrated proficiency using computer systems, databases, and online research tools to access, update, or document account information, obtained through prior administrative, customer service, or technical support work.

Demonstrated ability to adhere to confidentiality, ethics requirements, and fiscal accountability standards such as?accurate?data entry, error recognition, and compliance with internal controls, gained through work involving sensitive information or financial data.

Demonstrated ability to locate individuals or assets through skip-tracing techniques, online research, or investigative methods, supported by experience using internet databases, public records, or third-party resources.

Equity Competencies:

• The ability to take action to learn and grow.

• The ability to take action to meet the needs of others.

• Uses an equitable and inclusive approach. 

Learn about our Core Equity Competencies to understand the foundational skills, mindsets, and approaches we value and cultivate in our workforce

To be considered:

• Please complete your online profile in detail because it will serve as your initial resume. 
• Please attach a letter of interest, describing your specific qualifications for this position.
• Provide three professional references.

*Note - Incomplete applications and applications received without requested attachments may be disqualified.*

To take advantage of Veteran's preference, please attach your DD-214, member 4 long form, or your NGB-22. Please blackout your social security number and date of birth before attaching.


 
Questions?



Hello, my name is Patrick, and I will be assisting with this announcement. As a 20-year Army veteran, I understand the difficulty in finding an enjoyable career with a work-life balance. At Revenue, we pride ourselves on connecting talented individuals with opportunity and would like to answer any questions you have. Please contact any part of the Staffing team at [email protected]or give me a call (360) 704-5738.

Other Qualifications

 
The Department of Revenue is proud to be an equal opportunity employer. We embrace diversity and offer a respectful, inclusive culture for people with disabilities, as well as members of all protected groups and statuses. We encourage you to apply.
 
If you need help during the application process, please call the Human Resources Office at 360-704-5731. Applicants who are deaf or hard of hearing may call through the Washington Relay Service by dialing 7-1-1 or 1-800-833-6388.

Benefits

More than Just a Paycheck!
Employee benefits are not just about the kind of services you get, they are also about how much you may have to pay out of pocket. Washington State offers one of the most competitive benefits packages in the nation.

We understand that your life revolves around more than just your career. Like everyone, your first priority is ensuring that you and your family will maintain health and financial security. That's why choice is a key component of our benefits package. We have a selection of health and retirement plans, paid leave, staff training and other compensation benefits that you can mix and match to meet your current and future needs.

Read about our benefits:
The following information describes typical benefits available for full-time employees who are expected to work more than six months. Actual benefits may vary by appointment type or be prorated for other than full-time work (e.g. part-time); view the job posting for benefits details for job types other than full-time.

Note:  If the position offers benefits which differ from the following, the job posting should include the specific benefits. 

Insurance Benefits
Employees and their families are covered by medical (including vision), dental and basic life insurance. There are multiple medical plans with affordable monthly premiums that offer coverage throughout the state.

Staff are eligible to enroll each year in a medical flexible spending account which enables them to use tax-deferred dollars toward their health care expenses. Employees are also covered by basic life and long-term disability insurance, with the option to purchase additional coverage amounts.

To view premium rates, coverage choice in your area and how to enroll, please visit the Public Employees Benefits Board (PEBB) website. The Washington Wellness program from the Health Care Authority works with PEBB to support our workplace wellness programs.

Dependent care assistance allows the employee to save pre-tax dollars for a child or elder care expenses.

Other insurance coverage for auto, boat, home, and renter insurance is available through payroll deduction.

The Washington State Employee Assistance Program promotes the health and well-being of employees.

Retirement and Deferred Compensation
State Employees are members of the Washington Public Employees' Retirement System (PERS).  New employees have the option of two employer contributed retirement programs.  For additional information, check out the Department of Retirement Systems' web site.

Employees also have the ability to participate in the Deferred Compensation Program (DCP).  This is a supplemental retirement savings program (similar to an IRA) that allows you control over the amount of pre-tax salary dollars you defer as well as the flexibility to choose between multiple investment options.

Social Security
All state employees are covered by the federal Social Security and Medicare systems. The state and the employee pay an equal amount into the system.

Public Service Loan Forgiveness
If you are employed by a government or not-for-profit organization, and meet the qualifying criteria, you may be eligible to receive student loan forgiveness under the Public Service Loan Forgiveness Program.

Holidays 
Full-time and part-time employees are entitled to paid holidays and one paid personal holiday per calendar year.

Note: Employees who are members of certain Unions may be entitled to additional personal leave day(s), please refer to position specific Collective Bargaining Agreements for more information.

Full-time employees who work full monthly schedules qualify for holiday compensation if they are employed before the holiday and are in pay status for at least 80 nonovertime hours during the month of the holiday; or for the entire work shift preceding the holiday. 

Part-time employees who are in pay status during the month of the holiday qualify for the holiday on a pro-rata basis. Compensation for holidays (including personal holiday) will be proportionate to the number of hours in pay status in the month to that required for full-time employment, excluding all holiday hours. Pay status includes hours worked and time on paid leave.

Sick Leave 
Full-time employees earn eight hours of sick leave per month. Overtime eligible employees who are in pay status for less than 80 hours per month, earn a monthly proportionate to the number of hours in pay status, in the month to that required for full-time employment. Overtime exempt employees who are in pay status for less than 80 hours per month do not earn a monthly accrual of sick leave. 

Sick leave accruals for part-time employees will be proportionate to the number of hours in pay status, in the month to that required for full-time employment. Pay status includes hours worked, time on paid leave and paid holiday.

Vacation (Annual Leave)
Full-time employees accrue vacation leave at the rates specified in WAC 357-31-165(1) or the applicable collective bargaining agreement (CBA). Full-time employees who are in pay status for less than 80 nonovertime hours in a month do not earn a monthly accrual of vacation leave.

Part-time employees accrue vacation leave hours in accordance with WAC 357-31-165(1) or the applicable collective bargaining agreement (CBA) on a pro rata basis. Vacation leave accrual will be proportionate to the number of hours in pay status, in the month to that required for full-time employment.

Pay status includes hours worked, time on paid leave and paid holiday.

As provided in WAC 357-58-175, an employer may authorize a lump-sum accrual of vacation leave or accelerate the vacation leave accrual rate to support the recruitment and/or retention of a candidate or employee for a Washington Management Service position. Vacation leave accrual rates may only be accelerated using the rates established WAC 357-31-165.  

Note: Most agencies follow the civil service rules covering leave and holidays for exempt employees even though there is no requirement for them to do so. However, agencies are required to adhere to the applicable RCWs pertaining holidays and leave.

Military Leave
Washington State supports members of the armed forces with 21 days paid military leave per year.

Bereavement Leave 
Most employees whose family member or household member dies, or for loss of pregnancy, are entitled to five (5) days of paid bereavement leave. In addition, the employer may approve other available leave types for the purpose of bereavement leave.

Additional Leave
Leave Sharing
Parental Leave
Family and Medical Leave Act (FMLA)
Leave Without Pay

Please visit the State HR Website for more detailed information regarding benefits.

Updated 01-07-2026

Supplemental Questions

Required Question

Agency Information

EmployerState of WashingtonAddress View Job Posting for Agency Information

View Job Posting for Location, Washington, 98504 Website http://www.careers.wa.gov