Meet Erin Collins, Nationwide Taxpayer Suggest for the IRS

In case you are one of the most tens of millions of American citizens grappling with IRS problems, you won’t notice there is an alternative choice in your unresolved issues.

The Taxpayer Suggest Provider, referred to as TAS, is an impartial group inside the company, offering one-on-one steering and combating for systemic adjustments.

Erin Collins, the nationwide taxpayer suggest, leads about 80 national workplaces for suffering filers, consults inside the IRS, reviews once a year to Congress at the company’s largest issues and gifts legislative proposals.

Taking the reins in March 2020, she’s had a front-row seat for the pandemic’s devastating results, contributing to “probably the most difficult yr taxpayers and tax execs have ever skilled,” as described in her 2021 annual report back to Congress. 

The Nationwide Taxpayer Suggest hotline fielded just about 3 million calls between Oct. 1, 2020 and Sept. 30, 2021, a 990% build up from the former three hundred and sixty five days, and won 264,343 new circumstances.

And lately, the IRS is buried by way of a backlog of tens of tens of millions of unprocessed returns, which Commissioner Charles Rettig expects to transparent by way of the tip of 2022.

CNBC spoke with Collins about her key position all over an unparalleled time for the IRS. The interview has been condensed and edited for readability.

Kate Dore: I would love to listen to about your profession trail to turning into the nationwide taxpayer suggest.

Erin Collins: You are making me smile whilst you ask like I actually deliberate this. When I used to be in regulation faculty, one in every of my professors, who I believe at all times sought after to paintings for the IRS Leader Suggest, pointed me in that course.   

I wasn’t actually certain what I used to be doing, however in hindsight, it used to be a super selection. So I went proper from regulation faculty to the IRS Leader Suggest. I labored there for approximately 15 years and wore a couple of hats that had been very useful for my present position.

After which I joined [accounting firm] KPMG of their IRS controversy follow, which used to be fascinating as a result of it is converting from one aspect of the desk to the opposite. They take a look at tax totally another way than the IRS.

KD: You joined the Taxpayer Suggest Provider in March, 2020. What made you maximum on this position?

EC: So I had simply introduced my retirement with KPMG, and I actually used to be pondering of retiring. I had no goal of going again into the tax box. And when the location got here up, it used to be the one process I’d have regarded as for popping out of retirement.

I believe it is a interesting place, and I am very privileged to be serving because the nationwide taxpayer suggest. We will be able to be impartial, step again and take a look at issues a bit bit another way than our IRS colleagues.

KD: Your 2021 annual report back to Congress defined various IRS suggestions. Which of the urged adjustments are we in all probability to look within the close to time period?

EC: Boy, that is a tricky one. There are an terrible lot of suggestions, and a few they’ve already carried out. 

One used to be for automatic assortment notices. We really helpful that the IRS delay or droop the ones till clearing the correspondence backlog. They not too long ago agreed to droop a large number of the ones notices, which I believe has been a large lend a hand for taxpayers.

One of the most issues I’m a company believer in — and I believe the pandemic actually highlighted the desire for — is a strong on-line account for particular person taxpayers and companies.

I believe it is the IRS’ goal to proceed expanding on-line account capability. It is simply going a bit bit slower than I would love.

KD: What are the most important stumbling blocks to attaining the entire enhancements you’ve gotten urged?

EC: The most important problem for era is continued investment. It is very tough to tackle a big IT challenge if you do not know what your finances shall be yr to yr. It is the largest problem the IRS faces on really modernizing and attending to the place I imagine they wish to be.

I believe they would like the ones with a smartphone or laptop to have get admission to to IRS representatives or chatbots for solutions to fundamental questions.

Whether or not it is importing paperwork or submitting returns, if a big share of taxpayers can do this on-line, that’d liberate the telephones for many who really want it.

KD: Is there a selected segment of your web page that you would counsel as a kick off point for anyone with an IRS factor?

EC: We’ve a qualification segment of the web page that I’d counsel. We’ve what I’d name two buckets: the ones with monetary hardship and the ones with systemic problems. 

For instance, shall we embrace the IRS stated they might procedure your correspondence inside 60 days, and now it is 90 or 120 days previous that time period. You can qualify for TAS’ products and services. 

Sadly, this previous yr or two, that could be a very huge choice of taxpayers. There are tens of millions who qualify for our provider.

KD: Is there the rest that is necessary for readers to understand in regards to the Taxpayer Suggest Provider?

The remaining two years were extremely tough for taxpayers and tax execs as a result of the stock backlog demanding situations, and a large number of taxpayers are nonetheless looking ahead to their refunds.

One of the most misconceptions isn’t figuring out our authority. For instance, if there is an error to your go back and the IRS is improper, we can paintings with you. However we shouldn’t have the authority to mend the problem. We refer it over to our colleagues on the IRS and suggest to your behalf.