Shakerra Hines

GS-0962-05/9

• Managed a high volume of inbound calls daily, maintaining composure under pressure while providing top-notch service to clients.
• Completes contacts, i.e., conducts personal or telephone interviews with a wide range of individuals who have varying degrees of understanding, or with third party representatives, e.g., CPAs, practitioners, attorneys, who possess a professional understanding. Provides full explanations to specific inquiries initiated by the individual, generated by notices, or internally generated assignments. These inquiries involve: A body of law and regulations that covers one or more types of issues each having different conditions, reporting requirements, or other regulatory provisions that significantly affect and complicate the specific obligation involved. Regulations and policies subject to frequent legislative changes or administrative determinations, amendments or precedent decisions that affect specific conditions. Programs that include the full range of exemptions, deductions, exclusions, coupled with business taxes involving different types of exemptions, deductions, exclusions, capital gains taxes, gift taxes, excise taxes, employment taxes, and others to advise, inform, assess and collect taxes, and associated liabilities.
• Elicits sensitive, personal and financial information, e.g., innocent spouse determinations, bankruptcies, or draws out information the individual may attempt to withhold, e.g., additional sources of income, overpayments, to ensure compliance with reporting and disclosure requirements.
• Makes determinations and uses sound judgment concerning controversial matters in reporting as appropriate the degree to which the individual understood their responsibilities and whether errors in their records reflected honest mistakes or fraudulent intent.

GS-0962-07

• Deals with taxpayers and their representatives to explain procedures, law, and regulations, discuss options and administratively resolve a number of collection issues.
• Streamlined collections process for enhanced efficiency and accuracy in tracking delinquent accounts.
• Initiates adjustments on tax accounts to ensure proper assessments, application of payments, and to resolve disputes between Compliance components and the taxpayer
• Maintained strict confidentiality of sensitive customer information, adhering to company policies and industry regulations regarding data privacy.
• Analyzes taxpayer responses and initiates contact with taxpayers to determine appropriate case resolution and provide technical and procedural information to taxpayers and their representatives by correspondence, telephone, virtually and in-person.
• Reviews incoming cases for statutes, development of the issues by both the taxpayer and the government, completeness of supporting documents, transcripts and work papers. Reviews and analyzes information from internal and external sources to resolve issues and close cases
• Ensured compliance with all applicable federal, state, and local regulations governing debt collection activities while protecting consumer rights