Senior Taxpayer Service Officer - St. Andrew Revenue Service Centre

JOB PURPOSE

To manage customer service transactions and the activities of the Taxpayer Service Officers and Taxpayer Service Assistants as well as to respond to general queries whilst promoting a positive image of Tax Administration Jamaica through efficient customer service. 

KEY OUTPUTS

• Motor vehicle and drivers licence transactions checked and verified;
• Applications for Tax Compliance Certificates (TCC) checked and approved;
• Applications for Taxpayer Registration Number (TRN) checked and approved;
• Relevant forms and materials provided; 
• Floor management activity coordinated; 
• Registration for General Consumption Tax approved; 
• Property Tax statements verified and provided; 
• Field assignments conducted; 
• Taxpayer promotional services provided; 
• Response to queries provided; 
• Reports prepared and submitted; 
• Human Resources managed. 

KEY RESPONSIBILITY AREAS

Management and Administrative Duties: 

• Provides leadership, support and guidance to the staff to ensure the Unit is effectively managed; 
• Assists with the preparation and implementation of Work Plan for the Unit;
• Manages and monitors the performance of the Unit; 
• Prepares and submits the monthly Performance Reports; 
• Enforces the standards and rules of professional conduct for staff within the Unit in order to maintain the highest degree of confidence in its integrity and efficiency; 
• Ensures staff is aware of and operates in accordance with all relevant laws and policies; 
• Develops and maintains effective working relations with external and internal stakeholders, ensuring that the Team provides a consistently high level of service. 

Technical and Professional Duties: 

• Checks and verifies application forms with the supporting documents for the relevant motor vehicle transaction types such as, new motor vehicle, transfer of motor vehicle ownership, substitute motor vehicle title and registration plates; 
• Verifies if the information presented on the motor vehicle documents correspond with that on the Automated Motor Vehicle System (AMVS); 
• Stamps, scans, uploads and signs all relevant documents; 
• Approves drivers licence transactions; 
• Approves application for Tax Compliance Certificate (TCC) and updates the system with new information; 
• Approves application for the Registration of General Consumption Tax on RAIS; Approves zero rated documents according to the GCT acts and regulations; 
• Verifies and approves application for Taxpayer Registration Number (TRN) and updates taxpayer information on RAIS; 
• Assigns the generated number and updates the TRN system; 
• Provides taxpayers with relevant and accurate information in accordance with the various tax legislations. 
• Provides support in the delivery of the Taxpayer Education programs; 
• Guides taxpayers in completing all types of tax returns, applications for TRN, GCT Registration forms, and other tax-related forms and documents; 
• Responds to taxpayers’ queries as required; 
• Approves Certificate of Payment for Property; 
• Visits taxpayers place of business to validate request for demonstration plates, validate closure of business operation for the purpose of de-registration, issue GCT certificates and to ensure that business operation is in keeping with intended purpose for business registration; 
• Conducts customer satisfaction survey; 
• Coordinates and participates in banking hall activities; 
• Conducts field assignments to facilitate the approval of various taxpayer transactions (Deferment, TRN, and motor vehicle transactions etc); 
• Assists in the management of customer suggestion/complaint management system; 
• Identifies, monitors and escalates high priority issues from the front line, including emerging risks, to the relevant authorities; 
• Updates and submits the Enterprise Risk Management (ERM) Sub-risk Register for the Unit; 
• Prepares and submits all reports; 
• Performs any other related duties as assigned by the Manager, Taxpayer Service. 

Human Resource Management Duties: 

• Conducts periodical reviews of supervisees in accordance with the Work Plan; 
• Completes final performance assessments and recommends appropriate training and development programmes; 
• Initiates and participates in disciplinary proceedings relating to staff members within the Unit and implements corrective measures; 

PERFORMANCE STANDARDS

This job is satisfactorily performed when: 

• Tax Compliance Certificates and Taxpayer Registration application forms are processed within stipulated timeframe; 
• Application forms for GCT are processed within the specified timeframe;
• Certificate of Payments for Property Tax are issued within the specified timeframe; 
• All motor vehicle and driver licence transactions are processed within the specified timeframe; 
• Relevant forms and the various application forms and materials are available to taxpayers on a timely basis; 
• Field Assignments conducted within stipulated timeframe; 
• Coordinates floor walking activities within established timeframe and guidelines;
• Queries received are responded to within the agreed timeframe; 
• Reports prepared and submitted in keeping with established standard and agreed timelines; 
• Human Resource policies and regulations are equitably administered without discrimination. 

AUTHORITY TO:

• Approve GCT registration and TCC applications; 
• Approve TRN Application; 
• Approve on motor vehicle and licences transactions; 
• Issue Certificate of Payments for various tax types;

REQUIRED COMPETENCIES

Specific Knowledge 

• Comprehensive knowledge of the Automated Motor Vehicle (AMVS), Revenue Administration and Information System (RAiS), Property Tax System, Motor Vehicle Tracking System and TRN Legacy System; 
• Working knowledge of Tax Administration Jamaica operations and functions;
• Working knowledge of all the relevant tax laws, regulations and guidelines. 

Required Skills and Specialised Techniques 

• Excellent customer service; 
• Excellent communication and interpersonal skills; 
• Very good analytical and time management skills; 
• Very good presentation skills;
• Very good problem solving and decision making skills; 

Qualification and Experience 

• Bachelor’s Degree in Business Administration or equivalent;
• Three (3) years related work experience. 

WORKING CONDITIONS

• Normal office environment; 
• Irregular working hours at times.