Show:
THE HOLY IRM
LET ME HOLLA AT YA
GETTIN' THIS MONEY
SIPPIN' ON SERP
POTPOURRI
100
This is the part of the IRM that Accounts Management CSRs will follow for work procedures.
What is Part 21?
100
When greeting the taxpayer over the phone, CSRs must provide these two pieces of information.
What is the CSR name and ID/badge number?
100
This is how often SETR should be completed by CSRs.
What is daily?
100
A link to SERP can be found here after you log on your computer and open internet explorer.
What is the IRWEB page?
100
True or False: You can look up your own tax records on IRS computer systems since it is your information.
What is false? (Don't do it even though it is tempting. Just not worth it. For Pete's sake! You want to keep your job right?)
200
Name at least 2 places where the IRM can be researched.
What is SERP, www.irs.gov, and IRM Online?
200
The process used to identify the taxpayer's exact question is called this.
What is targeting?
200
This tool is mandatory to be used by CSRs if they choose to assist a taxpayer with a tax law question.
What is ITLA?
200
CSRs will use SERP to navigate this - the bible of the IRS. (Not the NIV or King James version)
What is the IRM?
200
What is the due date/deadline for taxpayers to file their tax return without regards to extension?
What is April 15
300
True or False: All IRMs contain the same information.
False
300
Taxpayers who may be dangerous when contacted will have this acronym placed on their account.
What is PDT?
300
When a taxpayer is using profanity towards a CSR, it is allowed this many times before disconnecting the call.
What is once? (Give the taxpayer a warning then if taxpayer continues to use the profanity at the CSR, disconnect the call)
300
"That is outside my scope of training." CSRs will use this which is found on SERP to transfer a taxpayer to a different department.
What is the Telephone Transfer Guide?
300
What two people (mgr, lead, and instructor) have the same last name?
What is Equanta and Velicia Howard
400
When it comes to job aids, user guides, the IRM and online tools, this is to be followed no matter what.
What is the IRM?
400
CSRs will not "parrot" back the taxpayer's issue. Instead, this will be done.
What is paraphrase?
400
Where can taxpayers go online at www.irs.gov to check the status of their refund?
What is Where is my refund
400
IMF or BMF. We as accounts management CSRs are to follow any portals, alerts or IPUs that are marked as this for the intended audience.
What is IMF? (Individual Master File)
400
What is the address of this location (including city, state, and zip)?
What is 5333 Getwell Rd. Memphis, Tn 38118
500
The IRM section 21.4 deals with this kind of issue.
What are refund issues?
500
CSRs must maintain a level of ________ when dealing with taxpayer contact no matter what.
What is professional courtesy/professionalism?
500
CSRs can suggest this website to taxpayers to get self assistance for issues concerning refunds, transcripts, forms, etc.
What is www.irs.gov?
500
CSRs should come in a little early everyday to check SERP for these before starting work.
What are Serp alerts
500
Most adults have this number of teeth.
What is 32