Taxpayer Case Advocate

NYC Department of Finance (DOF) is responsible for administering the tax revenue laws of the city fairly, efficiently, and transparently to instill public confidence and encourage compliance while providing exceptional customer service.

DOF's Office of the Taxpayer Advocate (OTA) is an independent office within the Department of Finance which assists customers who have been unable to resolve their tax issues through normal Department of Finance channels. In addition, the Office of the Taxpayer Advocate makes systemic recommendations to improve DOF policies and procedures. OTA’s base matters consist of NYC property, business, and certain excise tax issues.

The Office of the Parking Summons Advocate is an office within OTA that ensures and promotes fairness in the parking summons dispute resolution process. The office serves members of the public who wish to dispute, or have disputed, their parking summonses. The office acts as an intermediary between unrepresented and underrepresented members of the public, DOF units, and other agencies involved in the parking summons adjudication process; informs the public about parking laws and related Department of Finance policies and procedures; and recommends solutions to systemic problems and issues in the parking summons adjudication process.

The Office of the Taxpayer Advocate has an excellent opportunity available for a well-organized and motivated individual to serve as a Taxpayer Case Advocate. The role of the Taxpayer Case Advocate is to assist taxpayers with problems that meet the Taxpayer Advocate criteria, to identify systemic problems, and to prepare a report of activities to the Commissioner of Finance. Additionally, the Taxpayer Case Advocate will assist taxpayers in technical and procedural cases, involving inquiry meeting the Taxpayer Advocates criteria. The ideal candidate will be responsible for investigating and responding to complaints about the program and individual cases. The ideal candidate may also liaise with NYC Council Members and representatives from the Borough Presidents’ offices regarding matters referred to the office.

Reporting to the Taxpayer & Parking Advocate, the selected candidate’s duties and responsibilities will include, but not are limited to the following:

• Interview taxpayers to determine tax situations and answer questions about notices, letters, bills, other DOF correspondence and determine the status of the taxpayers account in matters involving the collection of New York City taxes, specifically business and property taxes.
• Counsel taxpayers on basic case issues, advocate for the taxpayer with the DOF operating/functional offices/divisions, to resolve issues, and take corrective action under authority that the Taxpayer Advocate delegates.
• Confer with taxpayers meeting the Taxpayer Advocate criteria to provide explanations to those who are unable to resolve their tax problems with other DOF offices/employees due to delay beyond normal processing time, a significant hardship, or where systemic issues have been identified.
• Perform research, analysis, and necessary computations to adjust taxpayers' accounts if needed.
• Perform Taxpayer Advocate/DOF service level agreements, the Case Advocate will recommend appropriate adjustments and compute proposed changes to tax, penalty and interest.
• Explain to taxpayers the actions taken, citing applicable law, regulation, or procedure as necessary, appeal rights and secure agreement of taxpayer and DOF as to final decision.
• As necessary, the Case Advocate will confer with the Taxpayer Advocate Attorney Advisor concerning the applicability of law, regulation or procedure as the basis of any adjustment.
• Assist with developing an outreach plan within communities and advocacy groups.
• Input and maintain the Taxpayer Case Management system with respect to cases and inquires he/she handles.
• Participate in activities to provide guidance to target audiences on case advocacy, case criteria, delegated authorities and service level agreements.
• Maintain a case management system, prepare action plans for each case to complete work assignments timely, and take steps to identify and avoid delays.
• Assist the Taxpayer Advocate with any annual or periodic reports required by statue or otherwise.
• As needed, answer telephone calls from taxpayers and determine whether calls meet Taxpayer Advocate criteria for handling a case.
• May serve as the receptionist for the Taxpayer Advocate office and assist taxpayers who walk in for help.
• Assist in special projects and research projects.
• Perform other duties as assigned.

Additional Information: In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.

This position may be eligible for remote work up to 2 days per week, pursuant to the Remote Work Pilot Program agreed between the City and the Collective Bargaining Unit representing employees serving in the civil service title.

Minimum Qualifications

• A baccalaureate degree from an accredited college and two years of experience in community work or community centered activities in an area related to the duties described above; or
• High school graduation or equivalent and six years of experience in community work or community centered activities in an area related to the duties as described above; or
• Education and/or experience which is equivalent to "1" or "2" above. However, all candidates must have at least one year of experience as described in "1" above.

Preferred Skills

• 3 years of relevant work experience.
• Knowledge of accounting, general and related knowledge of applicable New York City law and strong analytical skills to solve complex cases.
• Knowledge of the law, regulation and procedure of New York City taxes and the collections of such taxes.
• Knowledge of the interrelationships between New York State and New York City laws as they pertain to the collection of taxes.
• Knowledge of appeals rights within DOF and the Tax Appeals Tribunal to explain such rights to taxpayers.
• Understanding of the contents and effects of various legal instruments which might affect property, property rights, income of customer, or collection rights to process a case.
• Knowledge and skill in interviewing and investigative techniques necessary to review returns, make preliminary determination of the nature of assistance needed, and obtain information that may at times be of a sensitive nature to determine pertinent information relevant to resolving tax issues/problems.
• Excellent and professional people skills will be needed to handle taxpayers that may be negative, hostile, or emotionally reactive.
• Skilled at time management to prioritize work assignments, complete necessary updates to the case management system, prepare action plans for each case to complete work assignments timely, and take steps to identify and avoid delays.
• Excellent oral and written communication skills. Public speaking skills are needed to present information to targeted audiences on the purpose, role, and services of the Office of the Taxpayer Advocate.
• Excellent writing skills to prepare taxpayer correspondence and draft routine reports.
• Knowledge of and history of abiding by confidentiality laws concerning taxpayer information.
• Fluency and or ability to communicate in another language other than English a plus but not required.

Residency Requirement

New York City residency is generally required within 90 days of appointment. However, City Employees in certain titles who have worked for the City for 2 continuous years may also be eligible to reside in Nassau, Suffolk, Putnam, Westchester, Rockland, or Orange County. To determine if the residency requirement applies to you, please discuss with the agency representative at the time of interview.