Collection Activities
You Pull Get Next Task And Receive A Brand New Collection That Has Never Had Prior Actions Done On It
Research The Account In Full And Place A Call Out
A Taxpayer Calls In And Expresses Deep Frustration At Being Transferred 5 Times And Hopes That You Can Help Them, When You Look At The Account It Is For Personal Income Tax Debt Only But There Is A Note Stating The PTAC Agent Transferred Because There's A Linked Business
Clarify Help Should Come From The PTAC Unit And Notate Very Well As To Why You Are Transferring
Additionally: You Can Ask A LW To Notate The Account As Well To Provide Further Documentation That This Is A PTAC Account
A Business Calls In Because They've Received A Notice Stating They Owe Partnership Tax But They Already Sent In The Payment Of $150 But Can't Remember When Or Other Payment Details
Check The Account For The Payment, If Not On The Account Adv Them To Send An Email Or Web Message Via ROL With The Following Information:
If A Check:
Check Number, Front And Back Of Canceled Check
If An Online Payment:
Amount, Date Paid, Date It Cleared The Bank, If They Did It Online The Confirmation Number Or Associated Email
There Is An Estimated Tax On 1Q24 TM But In Frances You Locate An Amended Return With TM Tax Added
No Work Item, Save The Return And Send It To The Leads For Processing
A Business Calls In With An Active, Assigned Payroll Referral Work Item And Wants To Discuss The Steps To Resolve It
Provide Them With The Information Of The CS2 And Transfer The Call
A Business Calls In To Get On A PPSM, You Notice The Balance Is Made Up OF Primarily Failure To File Assessments Because The Business Did Not File Their OQs For 1Q22-4Q23
Have A Discussion With Them About Their Missing Returns, If They Still Want To Set Up The PPSM Do So But Adv It Will Benefit Them To File And Likely Reduce The Balance Owing
An Unauthorized Third-Party Payroll Provider Is Demanding To Know Everything Missing And Owing And States If They Are Not Communicated With There Will Be No Payments Made
Provide Information On The Info A/R And POA Forms And Only Speak About Periods They Are Authorized On
A Business Calls In Wanting To Make A Payment For Their Estimated Partnership Return Due Next Year, How Might They Make This Payment?
They Can Pay On ROL Or Via Check, You Cannot take Payment Over The Phone For A Balance Not Showing As Due In Our System
A Customer Calls In To Check On An Amended They Sent In To Resolve A Balance, You Notice They Still Have A Failure To Pay Penalty, When Checking The Return You See That The Payments All Match The Schedule B And This Penalty Should No Longer Be Valid
Create A Work Item To ARU For Review And Place The Collection On Hold To Prevent Further Balances From Accruing
A Business Calls In To Make A Payment For Their Business Debt, The Collection Is Transitional And Assigned To An RA2
You Can Take The Payment, If They Want To Do Anything Else Or Have Questions Then They Need To Reach Out To The Assigned RA2
You Pull A PPSM Default That Was Set Up On ROL And Defaulted Via Stacking Of Debt
Determine If They Knew About This Balance Ahead Of Time, If Not You'll Need To research And Call Out To Try And Reestablish The PPSM
A Taxpayer Is Upset They Were Garnished And State They Are Not Subject To Income Tax Because It Goes Against Their Constitutional Rights
State Understanding And Document The Account, Send An Email To The Leads For Escalation
Remember: All Taxpayer Constitutional Issues Are Handled By RA3s
You Can Transfer This Payment Because It Makes Sense To Do So, As Long As A Payment Transfer Can Be Justified Through A Matching Voucher Or Because It Makes Logical Sense You Can Move It. If It Does Not Make Sense, Or You Are Uncomfortable Transferring It For Any Reason You Can Request They Send This Request Through Writing Either Through Written Letter Or ROL Web Message
There Is a Penalty On A Quarter In GenTax Because We Show Them As Semi-Weekly Depositors And They Paid Quarterly But Frances Shows Them As Being Quarterly Depositors Making Their Payments Timely
Make A Work Item To ARU
DAILY DOUBLE: A BANKO Account Calls In Requesting To Know How Much Is Still Owing On Their Account
Make A Callback Work Item For BANKO, You May Not Take ANY Action Or Discuss ANY Details On A BANKO Account, It Needs To be ENTIRELY Handled By BANKO
DAILY DOUBLE: When Researching An Account, What Actions Might You Take
Place A Call Out
Garnish
Cancel
Request An Account Be LE'd
Review For Escalation
DAILY DOUBLE: Jane Doe Is Calling In Demanding To Know Why Her And Her Husband's Wages Are Being Garned. When Looking At The Accounts You See The Husband Has A Sole Prop Business That Is In Collections And A Wage Garn Is Being Enacted In His Name, The Wife Is Listed On The Zero Balance PTAC Returns And Has A Same Household Link
You Cannot Discuss This Garn With Jane, You Can Request Her Husband Be Three-Wayed Into The Call To Provide Permission Or Have Him Call back But Since The Garn Is In His Name For His Business And She Has No Authorization For The Business, No Information Can Be Shared
DAILY DOUBLE: When Pulling Get Next Task You Receive A Collection That Has A Balance Of $47 For Corporation Tax, The Business Is Closed And No Matter Where You Look You Cannot Find Contact Information
Pursue Cancelation, You Cannot Garnish This Balance Or Escalate To A Field Agent As It Is Too Small, You Cannot Request It Be LE'd And Because The Business Is Closed There Will Be No Balances Added To The Account So Write Off Would Be Inappropriate
Send An Email To The LW Inbox For An Immediate Response So You Can Release The Garnishment
NOTE: If There Was Not A Garnishment You Would Make A Work Item
A Business Calls In Wanting To Get On A PPSM For Their Debt, It Is Not Currently In Collections And The Balance Consists Of Withholding, Lane Transit District, Marijuana, Withholding Reconciliation, And Partnership
You Can Take A Payment For The Non Marijuana Balance But Anything Else Must Go To An RA3, Make A Work Item For An RA3 Agent To Review And Call The Account
An Oregon Based Account You Own Has An Active Collection Consisting Primarily Of STT And WH Debt From The Last 3 Years, They Have Not Responded To Calls Made And The Only Garnishment Source You Can Find Is A Check From The Owner's Personal Account
Request The Account Be LE'd, Once It Has Been If There Continues To Be No Response Or Follow-up Garn The LE Bank Source You've Located
A Disgruntled Taxpayer Calls In Saying That They Were Garnished, As You Try To Explain Next Steps And Why They Were Garnished They Tell You That If You Do Not Remove The Garnishment They Will Find And Kill You
Notate As Close As You Can The Exact Words Of The Threat, Once The Call Is Over Reach Out To Jeff Moore The Chief Security Officer And Call The Cops, Providing As Much Information As Possible
Note: There Is a Guideline About This In Our Collections Guideline And At Any Point You Can Reach Out To A LW To Join The Call Or Provide Advice, Your Job Is Not To Be Threatened
You Receive Written Correspondence From A Business With Proof Of Payment For A Past Quarter, Upon Researching All Of The Payments Were Made And Applied But Refunded Out As Their Original Filing Stated A $0 Balance, There Is A Balance Owing Now Because Of An Amendment They Made
A Business Needs To Discuss How To Resolve The Balances, The Account Has An Active Marijuana With An Assigned RA3 And An Active CS2 Working The Account
Transfer The Call To The CS2 To Discuss The Missing Returns
You Are The Owner Of A Collection Made Up Entirely Of A Trust Balance Of $15,000, You Have Called Several Times And Each Time They State They Will Send In Payment But Never Do, It's Time To Consider Next Steps
Since You Cannot Garnish A Trust Account, Complete A Full Research Note And Then Send A Work Item To The LW Inbox For Account Escalation To A Field Agent