Senior Taxpayer Support Specialist

Job Posting Title

Senior Taxpayer Support Specialist

Agency

695 OKLAHOMA TAX COMMISSION

Supervisory Organization

Job Posting End Date

Refer to the date listed at the top of this posting, if available. Continuous if date is blank.

Note:

Applications will be accepted until 11:59 PM on the day prior to the posting end date above.

Estimated Appointment End Date (Continuous if Blank)

Full/Part-Time

Full time

Job Type

Regular

Compensation

Job Description

Senior Taxpayer Support Specialist

Salary - $65,000

TRANSPARENCY.FAIRNESS.COMPLIANCE. The Oklahoma Tax Commission is committed to leading Oklahoma with unparalleled customer service. Our mission is to promote tax compliance through serving taxpayers with transparency and fairness in administration of the tax code and unparalleled customer service. Check out the About Us page to learn why we are passionate about tax compliance and believe it is the career for you!

There are perks to working for the OTC. We know that benefits matter, and that is why we offer a competitive benefits package for all eligible employees:

• Generous state-paid benefit allowance to help cover insurance premiums.
• A wide choice of insurance plans with no pre‑existing condition exclusions or limitations.
• Flexible spending accounts for health care expenses and/or dependent care.
• A Retirement Savings Plan with a generous match.
• 15 days of paid vacation and 15 days of sick leave for full‑time employees the first year.
• 11 paid holidays a year.
• Paid Maternity leave for eligible employees.
• Employee discounts with a variety of companies and vendors.
• A Longevity Bonus for years of service.

The Senior Taxpayer Support Specialist primarily provides expert‑level technical and customer service assistance to taxpayers as well as internal customers, such as their Taxpayer Support Specialist teams. This position requires advanced analytical skills, exceptional critical thinking, conflict resolution abilities, and sophisticated communication skills. The role serves as a high‑level subject matter expert responsible for managing and resolving complex and high‑impact issues, providing guidance on tax account discrepancies, and navigating complex tax systems.

The position also serves as a frontline resource for resolving escalated or ambiguous issues, conducting in‑depth account analysis, and guiding taxpayers and teammates through complex filing and compliance processes. High volume of communication occurs daily via phone, email, and live chat. Bilingual candidates are encouraged to apply.

• Serve as a primary escalation point for the most complex and emotionally charged taxpayer inquiries, account reviews, and resolution activities, utilizing advanced de‑escalation and negotiation strategies.
• Lead cross‑functional initiatives aimed at improving taxpayer experience, operational efficiency, and compliance outcomes.
• Provide mentorship and technical direction to Taxpayer Resource Specialists fostering a high‑performance, service‑oriented culture within the division.
• Serve as a subject matter resource for resolving high complexity taxpayer inquiries across multiple communication channels (phone, email, live chat), often requiring interpretation of tax law and independent problem resolution.
• Respond to taxpayer inquiries via phone, email, and in person, providing clear, concise, and accurate information regarding tax filings, returns, payments, adjustments, and refunds.
• Review taxpayer accounts, returns, adjustments, protests, and refunds; assist with corrections as needed, citing applicable Oklahoma state statutes and/or federal laws.
• Accurately complete and submit work items, case records, account updates, and documentation in accordance with agency policies and deadlines.
• Address and resolve account discrepancies, penalties, audit inquiries, or filing errors using advanced critical thinking skills; elevate complex cases when necessary.
• Stay informed of changes in tax legislation and regulations, and apply this knowledge in taxpayer interactions, explaining updates in simple, understandable terms.
• Demonstrate proficiency with tax software, forms (e.g., 1040, W‑2, 1099), CRM…