COMPTROLLER OF MARYLAND

Bilingual Call Center Supervisor - Revenue Specialist II

Department: Comptroller of Maryland – Taxpayer Services Division
Recruitment #:
Location: Annapolis, MD
Employment Type: Full‑time
Telework Eligible: Yes

Over 6‑month probationary period may be extended as needed.

Responsibilities

Supervise and assist bilingual (English/Spanish) call center representatives in the Bilingual Call Center within the Business Contact Center (BCC) of the Taxpayer Services Division. Provide full range of taxpayer services to taxpayers and tax preparers via telephone, mail, e‑fax, or email concerning various Maryland tax laws and regulations. Duties include:

• Monitoring, coaching, evaluating, and developing call center staff.
• Addressing personnel issues for subordinate staff.
• Assisting with tax inquiries related to income, sales, use, fuel, alcohol, and other Maryland revenue levies.
• Preparing and reviewing correspondence, reports, and collections documentation.
• Screening and escalating complex issues to senior staff.
• Ensuring compliance with state and federal tax laws.
• Maintaining accurate call center records and performance metrics.

Minimum Qualifications

• High school diploma or equivalent, with or supplemented by a course in bookkeeping or accounting.
• Four years of experience in tax assessments, collections, investigations, examinations, or related revenue administration functions.
• Experience in, or familiarity with, one or more of the following revenue levy areas: sales and use tax, income tax, admissions and amusement tax, withholding tax, alcohol and tobacco tax, or other state‑authorized levies.
• Fluency in both Spanish and English, evidenced during application and a bilingual interview.

Desired Qualifications

• Supervisor experience.
• Organizational and time‑management skills.
• Experience in a call center or emergency‑preparedness environment.
• Computer and software proficiency.
• Knowledge of Maryland State and Federal tax laws and forms.
• Ability to adapt to changing priorities.
• Strong oral and written communication skills in both English and Spanish.

Licenses and Certifications

• Valid motor vehicle operator’s license in Maryland if required for assigned duties.
• Travel within Maryland and personal transportation for branch visits.

Special Requirements

• Ability to handle occasional unpleasant or upset taxpayer interactions.
• Physical ability to lift 25‑35 pounds and perform other light duties as needed.

EEO Statement

As an equal opportunity employer, Maryland is committed to recruiting, retaining, and promoting employees who represent the state’s diversity. Bilingual applicants and people with disabilities are encouraged to apply.

Application Information

Apply online; alternative fax/email submissions must include the applicant’s first and last name, recruitment number, last four digits of SSN, and a clear list of qualifications. Full applications are required; resumes will not be accepted in lieu of a completed application. Attachments should remove any SSN digits or DOB.

Benefits

• 401(k)
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Vision insurance

Schedule

• 8‑hour shift, Monday‑Friday
• Overtime as needed

Work Location

Hybrid remote in Annapolis, MD 21401

Veteran’s Preference

Veterans are encouraged to apply. Submit a DD‑214 if seeking veteran’s preference.