Rubi Hetzel Morales

Responded to a variety of enquiries or requests related to tax matters, CRA administered programs and related accounts.

Used tact and diplomacy when faced with a sensitive situation, such as when personal information is shared by a client, and take positive steps in resolving difficult situations.

Gathered information from taxpayers to establish the precise nature of their enquiry or request.

Determined whether requests for adjustments, entitlements, administrative relief, or arrangements are justified, granting or refusing requests based on information provided by taxpayers, according to policies and procedures and within established parameters, where applicable. Performs various calculations, determines and takes appropriate actions on the taxpayer’s return or account and informs the taxpayer of the findings. In the case of administrative relief, analyzes the information received, determines facts, reviews applicable parts of acts and policies and formulates recommendations to management to accept or deny the request, as applicable.

Knowledge of Agency security policies and procedures is required to ensure adequate handling, storage and protection of confidential files and information.

Knowledge of the relevant Agency computer databases reflecting various taxpayer data and of the techniques and practices used to operate various computer applications and systems is required to enter information, research, analyze and resolve questions, problems and requests raised by taxpayers, including payment reconciliation.

Knowledge of basic accounting principles is required to understand terminology when discussing with taxpayers, to extract necessary information from financial statements in order to perform calculations and/or respond to taxpayer enquiries concerning tax issues related to business, professional or rental income and to discuss payment arrangements with these taxpayers.

To deliver accurate and timely information, create monthly and quarterly reports for management and provide coaching and training to staff and stakeholders in line with CRA guidelines and policies. Additionally, facilitating presentations, training sessions and outreach activities that are tailored to diverse and vulnerable audiences, managing program logistics, including tax clinic coordination, volunteer/organization registrations in the CVITP management Tool and building and maintaining relationships with community organizations, indigenous groups, and government partners to increase awareness of CRA administered benefits and credits. Travel required daily.

Provided support and consult to telephone agents on various applications of policies, procedures and tax administration laws. Additionally, analyzed agent calls as part of the Local Quality Assurance Program as a Certified Listener.

For facilitation, worked to train both new agents and experienced agents on multiple lines of business. Trained approximately 450 agents for the Canada Revenue Agency including agents who were hearing and visually impaired.

Handled office scheduling and made notes for deadlines, motions, and other important dates.

Managed accounts and client records of clients, observing confidentiality, and extreme discretion.

Responded to client inquiries, providing accurate legal advice and offering assistance, and also handling a multi-line switchboard.

Revised and finalized letters, briefs, and memos.