Elizabeth Marzocco

• Internal Revenue Service
• 1040 Waverly Ave Holtsville, NY
• GS-08/02
• 40 hr/wk/ full-time permanent employee
• Fully trained Collection Representative
• Assisting Taxpayers and Businesses to gain Tax compliance
• Developed a recovery strategy based on customer's financial situation.
• Advised customers of their legal rights regarding collection processes, if they wished to file a CDP or CAP appeal
• Assisted customers in understanding the terms of repayment plans and helped them stay current on their accounts.
• Contacted customers to discuss past due accounts and negotiated payment arrangements.
• Fielding incoming calls throughout the day
• Working inventory when needed
• Daily work includes setting up payment plans taking financial applications (433-F) to apply for ParVal Pay installment agreements (OIC and CNC) Reviewing Taxpayer financials to determine the ability to pay
• Located and notified Taxpayers of delinquent accounts by mail or telephone
• Ability to File federal Tax liens
• Ability to place and release levies
• Educated on Appeals rights
• Making sure all small and large business are filing all required tax forms in good compliance
• Working with estate accounts
• ASFR program
• FTA on systems, such as RCA for a penalty abatement or for analyzing reasonable cause
• Experience in handling ST 26 case
• Responded promptly to inquiries from external auditors concerning collection procedures.
• Worked with appeal coordinators, and independent reviewers.

• TEACHING A FULL SCOPE ACS CLASS

Large class of more that 25 newly hired employees

• Lead instructor teaching a phase two collection enforcement class

• Lead contact Representative
• 180 day promotional detail that became developmental
• Motivated staff through positive reinforcement techniques.
• Monitored team progress and enforced deadlines.
• Overseeing a team of 12 contact Representatives newly hired and seasoned employees
• Presented quality intervention power points using MS teams
• Monitoring phones/ ACEYUS phone systems to manage employee's
• Submitting 4442 with accuracy
• Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service.
• Reviewed completed work to verify consistency, quality, and conformance.
• Rejecting work not meeting the established operational standards
• Completing a weekly aged list
• Submitted exceptions.
• Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
• Developed strategies to increase team productivity and improve customer service levels.
• Trained new staff in relevant processes and procedures.
• Ensured compliance with company policies and procedures throughout the team.
• Monitored team performance against targets, taking corrective action where necessary.
• Supported the manager in developing plans for future projects, initiatives and objectives.
• Organized regular weekly team meetings

Assisted another department as part of a pandemic relief program to help field incoming calls for unprocessed returns and refund inquiries.

• MSR- Proactively serving Credit Union members
• Overseeing client fulfillment
• Opening accounts and closing accounts
• Openings IRAs, Money market accounts, club accounts etc
• GL transactions
• Issuing debit cards Repining debit card
• Managing the department
• Opening and closing the branch
• Balancing the vault, ordering cash, buying, and selling cash for the team of tellers
• Verifying Brinks cash deliveries
• Depositing , cashing, and scanning checks
• Processing bill pay
• Cross selling all the Credit.
• Provided support to members regarding account inquiries, processing transactions, and resolving issues.
• Assisted with the opening of new accounts and processed account maintenance requests.
• Answered incoming calls regarding membership benefits and services.
• Maintained accurate records of member interactions and transactions.
• Performed cash handling duties such as deposits and withdrawals for members' accounts.
• Handled customer complaints in an efficient and courteous manner.
• Processed loan applications and documented loan decisions according to policy requirements.
• Tracked customer feedback through surveys or other methods to identify trends or areas of improvement.
• Provided guidance to members on how best to use products or services offered by the organization.

• Supervised a team of 8 loan officers
• Was responsible for overseeing day shift employees
• Assigning daily workflow
• Researched discrepancies in documentation received from applicants or third parties.
• Reviewed HUD-1 settlement statements prior to closings.
• Updated clients about changes in state and federal laws governing mortgage lending practices.
• Insurance companies gathering paperwork to close on mortgages, refinancing, reverse mortgages and HELOC
• Reviewed loan applications and verified accuracy of borrower information.
• Assessed credit reports to determine eligibility for mortgage loans.
• Processed loan documents and ensured compliance with federal regulations.
• Provided customer service by responding to inquiries regarding loan status.
• Prepared closing documents, including title policies, deeds, and other related items.
• Verified that all conditions of the loan have been met prior to disbursement of funds.
• Analyzed financial data such as income, assets, liabilities, and credit history to determine risk factors associated with each loan application.
• Submitted completed loan packages to underwriting department for approval or denial decisions.
• Ordered appraisals and title services on behalf of borrowers when necessary.
• Compiled documentation required for submission to government agencies for processing.