Supervisory Contact Representative - Bilingual - Centralized Evaluative Review (CER)

Supervisory Contact Representative - Bilingual - Centralized Evaluative Review (CER)

Department: Department of the Treasury

Location(s): Bayamon, Puerto Rico, Guaynabo, Puerto Rico

Salary Range: $74678 - $97087 Per Year

Job Summary: Consider each location carefully when applying. If you are selected for a location, that location will become your official post of duty. In the event that a building is closed due to rent management, new hires may be placed in a local commuting location. Additional jobs may be filled from this announcement or any other source to fill these vacancies. REVIEW THE ADDITIONAL INFORMATION BELOW FOR FURTHER DETAILS

Major Duties:

• General Manager Duties: As a Front Line Manager you will: Plan work to be accomplished by subordinates, sets and adjusts short-term priorities and prepares schedules for completion of work. Assign work to subordinates based on priorities, selective consideration of the difficulty and requirements of assignments, and the capabilities of employees. Evaluate work performance of subordinates and makes recommendations for outstanding performance recognition and/or disciplinary action. Give advice, counsel or instruction to employees on work and administrative matters. Interview candidates for positions within the organization/unit and recommend appointment, promotion or reassignment to such positions. Hear and resolve complaints from employees, refer group grievances and/or more serious unresolved complaints as appropriate. Effect minor disciplinary measures, such as warnings and reprimands, recommend other actions in more serious cases. Identify developmental and training needs of employees, providing or arranging for needed development and training. Initiate ways to improve production, work processes and/or to increase the quality of the work directed. The following are the job specific duties of this position. You will have the opportunity to learn to perform these duties and receive training to help you grow in this position. Performs complex technical work involving direct bilingual (Spanish/English) contact with taxpayers and their authorized representatives, including individuals with varying levels of tax knowledge as well as professionals such as CPAs, practitioners, and attorneys. Conducts personal and telephone interviews in both languages to respond to inquiries initiated by taxpayers, generated through notices, or assigned internally. Provides comprehensive and accurate explanations of tax laws, regulations, and reporting requirements in both English and Spanish. Communicates complex and often sensitive information effectively to promote taxpayer understanding and voluntary compliance, including issues involving multiple tax law provisions and frequently changing requirements. Applies advanced interviewing techniques in both languages to obtain, clarify, and verify sensitive personal and financial information. Addresses complex situations such as innocent spouse claims, bankruptcy, unreported income, and other compliance issues, ensuring adherence to disclosure requirements. Analyzes and evaluates information obtained through research of IRS systems, records, and case files to resolve complex or controversial issues. Determines appropriate resolutions and clearly communicates required actions in Spanish and/or English to achieve compliance. Distinguishes between errors due to misunderstanding and those indicating potential noncompliance. Computes or advises on tax liabilities, penalties, and assessments involving a wide range of issues, including multiple income sources, self-employment income, itemized deductions, capital gains, and carryover or carryback provisions. Serves as a technical resource by providing bilingual guidance, reviewing work, and assisting in the resolution of complex or unusual cases. Applies evaluative review principles to ensure accuracy of case handling, proper application of tax law, and adherence to IRM procedures. Analyzes trends and recurring issues to recommend process improvements and enhance service delivery. STANDARD POSITION DESCRIPTIONS (SPD): PD98509 Visit the IRS SPD Library to access the position descriptions.

Qualifications: Federal experience is not required. Experience may have been gained in the public sector, private sector or through Volunteer Service. One year of experience refers to full-time work; part-timework is considered on a prorated basis. To ensure full credit for your work experience, please indicate dates of employment by month/day/year, and indicate number of hours worked per week, on your resume. You must meet the following requirements by the closing date of this announcement: . SPECIALIZED EXPERIENCE: IR-7 Level: You must have one (1) year of specialized experience at a level of difficulty and responsibility equivalent to the next lower level within the payband or GS grade in the normal line of progression in the Federal service that demonstrates the required managerial skills and technical competence required to perform the job. To be qualifying for this position your experience must include: Experience that demonstrated management/leadership experience such as applying management techniques, methods, theories, principles, or labor relations concepts for the accomplishment of all program objectives with combined technical and administrative oversight. This experience may have been gained through work experience as a project/program manager, team lead or project/program lead, technical advisor, or senior specialist/analyst that included managing resources, providing support to managers, mentoring team members, providing day to day guidance training and/or oversight of peers or others. Experience applying regulations, other official guidance and principles, including the latest procedures and techniques sufficient to oversee the planning, development and implementation of the technical aspects of programs specific to the position being filled; including ensuring consistent application of Internal Revenue Manual (IRM) guidelines, quality standards, and evaluative review procedures across a team or program. Experience applying communicative techniques to effectively and diplomatically interact with internal and external customers. Using the Centralized Evaluative Review 2.0 SharePoint and EQRS, Analyzing workload data, quality metrics, and program reports to identify trends, assess program effectiveness, and implement corrective actions to improve quality, timeliness, and efficiency. Distributing, balancing, and monitoring workload among employees, adjusting priorities, and ensuring timely completion of assignments in accordance with program requirements. Planning, assigning, directing, and reviewing work; evaluating employee performance; and taking appropriate corrective or disciplinary actions to ensure program goals are met. Identifying training and developmental needs of employees and providing or coordinating training to improve technical proficiency, evaluative review skills, and adherence to procedures. Ensuring compliance with policies and procedures, including IRM requirements, disclosure standards, and taxpayer rights provisions. Providing guidance, feedback, and direction to employees, coordinating with management, and communicating program expectations, performance results, and operational issues. AND You must also meet the following requirement(s): TIME AFTER COMPETITIVE APPOINTMENT (TACA): By the closing date (or if this is an open continuous announcement, by the cut-off date) specified in this job announcement, current civilian employees must have completed at least 90 days of federal civilian service since their latest non-temporary appointment from a competitive referral certificate, known as time after competitive appointment. For this requirement, a competitive appointment is one where you applied to and were appointed from an announcement open to "All US Citizens" BILINGUAL POSITION: Applicants will be required to demonstrate proficiency (ability to speak, read, and write) in both English and Spanish. You may be tested at some point in the hiring process to determine if you possess the required level of proficiency. If you are unable to demonstrate proficiency, you will not be considered for the position. For more information on qualifications please refer to OPM's Qualifications Standards. Go to Understanding the IRS Paybands for GS/IR conversion.

How to Apply: Please read the entire announcement and all the instructions before you begin an application. To apply for and be considered for this position, you must complete all required questionnaires, assessments and submit all required documentation as specified in the How to Apply and Required Documents section. The complete application package must be submitted by 11:59 PM (ET) on the closing date of the announcement to receive consideration. We are available to assist you during business hours (normally 8:00 a.m. - 4:00 p.m. ET, Monday - Friday). If applying online poses a hardship, please contact us by noon ET on 05/08/2026. To begin the application process, click the "Apply Online" button. You will be re-directed to USA STAFFING to continue your application process; answer the online questions. To preview the Application Questionnaire, please click the following link:https://apply.usastaffing.gov/ViewQuestionnaire/12943836. Upload all required documents. (To submit supporting documents, import documents from USAJOBS to the appropriate document types. If the document you need is not imported from USAJOBS, you may upload it directly into this application.) Click the Submit Application button. Reasonable Accommodations (RA): We provide reasonable accommodation to applicants with disabilities on a case-by-case basis; contact us if you require this for any part of the application and hiring process. To review reasonable accommodation policies and procedures please visit https://www.opm.gov/policy-data-oversight/disability-employment/reasonable-accommodations/. To update your application, including supporting documentation: Visit USAJOBS - How to Update Application during the announcement open period, make updates or add supporting documentation, then continue through the entire application process and click Submit Application to send updates to the hiring agency. This option will no longer be available once the announcement has closed. To view the job status or your application status: Visit USAJOBS - How to View Application/Job Status. Your application status page is where you can view your application status, USA Hire assessment completion status, and review your notifications sent by the hiring agency regarding your application.

Application Deadline: 2026-05-08