A great place to build your career.
We’re small enough that all of us can make a difference, but large enough to lead our industry and tackle big problems. We move fast, celebrate great ideas, encourage testing and learning, and stretch for new solutions.
We want you to learn and grow with us. Onboarding programs, on-the-job training, career development sessions, and performance check-ins keep you on a path toward the next level.
Tax Investigation Specialist
Summary
The purpose of this position is to build relationships with Clients and the IRS so that TaxRise can offer full spectrum representation to taxpayers with a variety of tax issues.
Job Duties and Responsibilities:
- Run Tax Investigations for State Agency.
- Run IRS Tax Investigations via THS and telephonic-ally and update cases accordingly.
- Submit POAs online to both IRS & State Agencies
- Upload transcripts to clients’ case files and status case accordingly.
- Complete assigned tasks by required deadlines.
- Maintain proper notes in CRM and track progress accordingly.
- The job includes other duties and responsibilities assigned by management.
Qualifications and Skills
- Possess excellent computer (G Suite, Microsoft Office) skills, including working knowledge of CRM systems
- Excellent written and verbal communication skills
- Time management – multi-tasker, able to manage large caseloads, prioritize cases and follow up with Tax Professionals, Sales, and Clients in a timely manner
- Ability to remain focused and productive within a fast-paced environment while maintaining a strong work ethic
Case Manager I
Summary
The Case Manager I is responsible for gathering all necessary documents to prepare clients’ tax returns and providing exceptional service throughout the client journey. The Case Manager I will attentively manage a set of clients and ensure their cases are moving efficiently to the Tax Preparers with all collected documents as well as communicate updates and other significant milestones to clients.
Job Duties and Responsibilities:
- Review case information including but not limited to client’s income, expenses, and assets to identify all necessary documents required for tax preparation of any unfiled years as well as documents needed to submit their resolution package to the IRS.
- Manage a pipeline of cases, set task reminders, schedule and conduct appointment calls and maintain frequent communication with clients via email and SMS to continuously progress cases forward.
- Properly document all calls, communications, and case status changes using the company CRM.
- Provide clients with constant updates of their cases using a transparent, open, and helpful tone to ensure high levels of satisfaction and proactively minimize confusion and complaints.
- Partner with other departments to resolve clients concerns as they arise and address any questions the client may have.
- Handle sensitive, confidential IRS documents such as IRS Transcripts and Notices with the ability to navigate and understand pertinent details reflected on documents.
- Manage and prioritize workload depending on the complexity and quantity.
- Ensure cases are processed in accordance with company operating procedures.
- Distribute tax forms to clients as necessary.
- Perform other essential job functions as required or assigned.
- Manage a high volume of inbound client calls
- Manage calendar to ensure appointments are kept and on time
- Refer cases to Quality Assurance (QA) department as necessary
- Work closely other departments as required to answer client questions and move cases forward
- Review cases to identify and collect necessary documents
Qualifications and Skills:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
- Proficient with TalkDesk or other cloud-based automated phone software.
- Proficient in Microsoft Office Suites, Excel, Google Gmail, Calendly and internal communication software.
- Excellent written and verbal communication
- Excellent customer services and call handling skills
- Excellent attention to detail
- Ability to prioritize, multi-task and mange time effectively
- Ability to remain focused and productive within a fast-paced environment while maintaining a strong work ethic
- Willingness to work in a high-energy, quickly changing, and demanding environment.
Client Onboarding Specialist Lead
Summary
The Client Onboarding Lead will be responsible for overseeing the client onboarding process ensuring efficient and smooth operations within the onboarding team. The Onboarding Lead will lead a team of onboarding specialists, providing guidance, training, and support to ensure high-quality client experiences. The Client Onboarding Lead plays a crucial role in ensuring client satisfaction, building strong relationships, and maintaining compliance with company policies and procedures. The ideal candidate for this role will have experience leading teams, possess excellent communication time management skills, motivates others to perform their best and is someone who enjoys working in a fun, inclusive, and fast-paced environment.
Job Duties And Responsibilities:
- Monitor and review team performance and KPI’s including but not limited to client satisfaction rate, daily talk time, call answer rate, number of inbound calls, number of outbound calls, average wait, and email response rate
- Provide support and continuous training to team to further develop their skills and improve our client satisfaction rate
- Ensure that each team member completes their daily tasks, appointments and urgent items prior to ending the workday
- Communicate procedure and protocol updates, conduct training as necessary, and follow-up with the team to ensure compliance
- Work closely with other department to ensure that client needs are met and that our company provides the highest level of customer service possible
- Identify training needs and provide training support and coaching to your team as needed.
- Collaborate with Learning and Development Manager to create, implement or update training for new hires as needed
- Update CRM with proper notes and change case status according to company protocol and procedures
- Ensure team of onboarding specialists are following-up with clients that have not completed their onboarding
- Ensure clients are being contacted as necessary to confirm they have successfully logged into their client portal, instructing clients how to complete tax organizer questionnaires and how to upload documents in the portal, and ensure clients understand their role throughout the resolution journey
- Provide clients experiencing technical issues logging into their client portal support including but not limited to password resets and forwarding login information
- Identify opportunities to improve the onboarding process and suggest solutions to management in order to increase efficiency and effectiveness.
- Collaborate with team to develop, use and maintain communication templates to contact clients regarding their tax filing information
- Correspond and document communication attempts with unresponsive clients
- Update CRM with proper notes and change case status according to company protocol and procedures
- Perform other essential job functions as required or assigned
Qualifications and Skills:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
- Proven and successful track record leading a team of customer service representatives
- Experience leading a client-facing function in financial services, consumer lending, tax relief, or other closely related industry
- Ability to balance competing priorities in a fast-paced working environment
- Ability to make decisions based on client impact and business needs
- Ability to maintain energy, enthusiasm and motivate others to perform their best
- Ability to interact effectively and professionally with employees at all levels in the organization
- Excellent written and verbal communication skills
- Experience delivering best-in-class customer service
- Ability to maintain energy, enthusiasm and commitment while completing daily tasks and maintaining minimum talk-time
- Ability to interact effectively and professionally with employees at all levels in the organization
- Proficient with TalkDesk or other cloud-based automated phone software
- Proficient in Microsoft Office Suites, Excel, Google Gmail, Calendly and internal communication software
Senior Full-Stack Developer
Summary
As a versatile Full-Stack developer, you will play a pivotal role in driving projects, fostering discussions, and initiating improvements within our internal teams and external business stakeholders at TaxRise. Your contributions will be instrumental in advancing our people, processes, and technology. You will pave the way in innovating Fintech and ML/AI solutions, complemented by robust data products.
Job Duties And Responsibilities:
- Collaborate with our UX/UI, Product, Data Architecture, and DevOps teams to conceptualize, create, and build innovative applications and webapps.
- Transform designer wireframes and mockups into efficient, functional code
- Participate in all stages of the software development lifecycle, from User Acceptance testing (UAT) to Go-Live.
- Architect user-centric interactions through effective front-end frameworks.
- Develop robust database applications and servers to support our back-end infrastructure.
- Ensure cross-platform functionality by coding for various platforms.
- Leading and cultivate best practices within the development team.
- Design and develop RESTful services and APIs.
- Optimize application responsiveness for an enhanced user experience.
- Troubleshoot and resolve issues as they arise, demonstrating strong problem-solving skills
- Stay abreast of industry trends and developments, applying relevant knowledge to meet company needs.
- Perform other duties and responsibilities as assigned by management.
Qualifications and Skills:
- Proficiency in CSS (Foundation or Bootstrap), JavaScript and HTML, with an understanding of CSS preprocessors including Sass and LESS.
- Solid knowledge of Python, Node.JS, PHP, and a working understanding of MongoDB, PostgreSQL, Express.js, React.
- Familiarity with JS-based tools including Bower, Grunt and Gulp.
- Minimum of 4 years’ experience in working with languages such as Go, Java, Python, PHP, or Ruby.
- Minimum of 4 years’ experience as a Full Stack Developer.
- Minimum of 4 years’ experience working with cloud environments – AWS, GCP, Azure.
- Minimum of 4 years’ experience in API design and development.
- Understanding of libraries including Backbone.js and jQuery.
- Strong knowledge of data structures, system design and algorithms.
- Excellent written and verbal communication skills, with a strong attention to detail and a pro-active approach for problem solving.
- Ability to work collaboratively with a team or independently as required.
- Minimum of 4 years’ experience with JIRA, Confluence, Slack, Google Drive, Jenkins, Kubernetes EKS preferred.
- Exceptional analytical, communication and interpersonal skills.
- A passion for technology and an eye on the future.
- A strong desire to deliver exceptional products.
Tax Preparation Servicing Lead
Summary
The Tax Prep Servicing Lead will be responsible for overseeing a Tax Prep Analysts and Case Managers in the tax preparation department. The Tax Prep Servicing Lead will play a crucial role providing administrative support to a team of Tax Preparers by managing and coordinating the activities of staff to ensure KPIs are achieved. The ideal candidate for this role will have experience preparing taxes for individuals and businesses, leading teams, possess excellent communication time management skills, motivates others to perform their best and is someone who enjoys working in a fun, inclusive, and fast-paced environment.
Job Duties And Responsibilities:
- Lead a team of Tax Prep Analysts responsible for reviewing cases and client information to determine necessary documents required for tax preparation and requesting documents in the client portal
- Lead a team of Tax Prep Case Managers responsible for following up with clients to ensure all requested documents are collected in order for the Tax Prepares to file tax returns for all unfiled years.
- Monitor team’s pipeline using dashboards and reports to ensure clients are being contacted and cases are moved forward to Tax Preparers according to company standards.
- Monitor and review team performance and KPI’s including but not limited to client satisfaction rate, daily talk time, contact attempts made and document collection rate
- Provide support and continuous training to team to further develop their skills and improve our client satisfaction rate
- Handle escalated client calls using an empathetic and collaborative approach to resolve issues and keep clients satisfied with our services
- Ensure that each team member completes their daily tasks, appointments and urgent items prior to ending the workday
- Communicate procedure and protocol updates, conduct training as necessary, and follow-up with the team to ensure compliance
- Monitor and report attendance and performance issues to Tax Preparation Manager when appropriate to address issues in a timely and collaborative manner
- Work closely with other department to ensure that client needs are met and that our company provides the highest level of customer service possible
- Identify training needs and provide training support and coaching to your team as needed.
- Constantly identify areas of improvement in the department and suggest solutions to management to increase efficiency and effectiveness
- Update CRM with proper notes and change case status according to company protocol and procedures
- Perform other essential job functions as required or assigned
Qualifications and Skills:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
- Experience preparing 1040s, 1065s, 1120, 1120s, 1041s, 941s, amended returns and state returns
- Familiar with Schedules A, B, C, D, and E preparation and nuances
- Proven and successful track record leading a team of customer service representatives
- Experience leading a client-facing function in financial services, consumer lending, tax relief, or other closely related industry
- Ability to balance competing priorities in a fast-paced working environment
- Excellent written and verbal communication skills
- Experience delivering best-in-class customer service
- Self-motivated and able to take initiative
- Ability to make decisions based on client impact and business needs
- Ability to maintain energy, enthusiasm and motivate others to perform their best
- Ability to interact effectively and professionally with employees at all levels in the organization
- Proficient in CRM or other case management software
- Proficient with TalkDesk or other cloud-based automated phone software
- Proficient in Microsoft Office Suites, Excel, Google Gmail, Calendly and internal communication software
- Must have an Active/Renewed CTEC and PTIN
Quality Assurance Specialist
Summary
Our Quality Assurance Specialist plays an integral role in our client’s overall success with their tax resolution. Our Quality Assurance Specialist spearheads all clients’ escalation requests and contacts our clients to identify any issues regarding their case. This person will provide solutions by coordinating with other internal departments to determine ways to move our clients’ cases forward. The ideal candidate is a solution-based consultant who is empathetic, creative and forward-thinking.
Job Duties And Responsibilities:
- Reviews escalated client case files to fully understand the status of the case and investigates any flagged issues
- Contacts client to acknowledge all case issues and determine the best resolution to move the case forward
- Actively notates all client feedback to department head to prevent any further internal errors
- Maintain transparency through open, helpful, and focused communication with clients by providing accurate case status in a timely manner to help eliminate clients confusion and complaints.
- Work with the internal teams to resolve clients concerns as they arise and address any questions the client may have.
- Processes client file cancellations and escalates all refund requests to the department head for approval
- Maintains “unresponsive” clients pipeline
- Ensure clients files are maintained in accordance with company operating procedures
- Manage the caseloads and assignments while efficiently navigating and updating the computer systems
- The job includes other duties and responsibilities assigned by management
Client Care Representative
Summary
Our Quality Assurance Specialist plays an integral role in our client’s overall success with their tax resolution. Our Quality Assurance Specialist spearheads all clients’ escalation requests and contacts our clients to identify any issues regarding their case. This person will provide solutions by coordinating with other internal departments to determine ways to move our clients’ cases forward. The ideal candidate is a solution-based consultant who is empathetic, creative and forward-thinking.
Job Duties And Responsibilities:
- Builds and maintains effective professional relationships with clients
- Develop relationship with customers by responding to all inquiries and complaints in a timely manner by phone, email, text message and Intercom.
- Contact all clients included under the “missed call” Logics channel and the answer force platform in a timely manner.
- Contacts clients by phone, email, and text message to retrieve required documents and/or information
- Handles questions about company products and services in a professional manner
- Possesses detailed knowledge about the Company’s products
- Ensures full customer satisfaction without unnecessarily referring customer to other staff
- Meets customer needs, offers options, resolves problems and follows up with customers
- Ability to learn new procedures and information in a timely manner
- Upload documents to CRM as needed
- Reroute calls to the requested department
- Uphold the highest standard of professionalism and care when handling clients
- Performs other related duties as assigned by management
- Answer all incoming calls and place outgoing calls
- Listen to clients voicemails and respond accordingly
- Upsale services or products to clients
- Produces all related paperwork and necessary information required for clients files
Qualifications And Skills:
- 1+ years of Customer Service Experience
- Prior experience in a Customer Service role (preferably in a sales environment)
- Possess comprehensive knowledge of case processes, both technical and workflow process components
- Adaptable to new, rapidly evolving environments
- Ability to close deals and demonstrate leadership skills
- Strong attention to detail
- Proficient computer skills, including working knowledge of (CRM) customer relationship management systems
- Professional demeanor and attitude
- Excellent written and verbal communication skills in both English and Spanish (Preferred)
- Time management multi-tasker, able to prioritize projects and follow up with clients in a timely manner
Inside Sales Representative
Summary
Our Inside Sales Representatives play an integral part in guiding our clients through the various options to resolve tax issues. The ideal candidate is a highly-driven sales consultant who likes to problem-solve and educate.
- Handle the full cycle of sales for inbound and outbound calls, scheduling follow-up calls, and successfully close deals.
- Use scripts to provide information about programs, services, prices etc. and present their benefits
- Utilize different verbal sales methods of communicating with potential clients
- Emphasizes service features based on analyses of customers’ needs and on knowledge of programs and services
- Generate new business via outbound calls and emails
- Drive value of product to client; upsell products
- Accurately track all communications in CRM system
- Conducts clients follow-up calls to ensure that they understand the service and are moving forward with contract/agreement
- Collaborate with colleagues to exchange information such as selling strategies and marketing information
- Utilize a consultative sales approach to explain our programs and services
- Manage your leads/calendar/time efficiently to ensure that all monthly sales goals are met
- The job includes other duties and responsibilities assigned by management
Skills and Abilities:
- Highly motivated with a positive attitude and excellent people skills
- Be an effective closer
- Working knowledge of and expertise with customer information systems and computer software, including Microsoft Office
- Time management – multi-tasker, able to prioritize and follow up with clients in a timely manner
- Problem solving; ability to constructively handle unexpected problems
- Strong Analytical and mathematical skills
- Decision making; ability to make sound decisions given the information available
- Takes initiative and demonstrates willingness to act with a sense of urgency
- Successful execution with minimal oversight, which requires independent thought, decision-making and application
- Proficiency in Microsoft Office
- Proficiency in CRM
- Communication: excellent written, verbal, and listening skills
- Ability to work independently
Onboarding Specialist
Summary
The Onboarding Specialist will be responsible for onboarding clients, conducting welcome calls, setting expectations, and ensuring clients have registered and logged into the client portal. As an Onboarding Specialist, you’ll be a first point-of-contact with newly signed up clients requiring tax preparation and resolution. Your goal will be to provide clients the best-in-class experience with every client interaction. The ideal candidate for this role will possess exceptional customer services skills, excellent communication, time management, and is someone who enjoys working in a fun, inclusive, and fast-paced environment.
Job Duties And Responsibilities:
- Follow-up with clients that have not completed the virtual onboarding
- Call clients as necessary to confirm they have successfully logged into their client portal, instruct clients how to complete tax organizer questionnaires and how to upload documents in the portal, and ensure clients understand their role in the resolution journey
- Provide clients experience technical issues logging into their client portal support including but not limited to password resets, forwarding the correct link, etc.
- Introduce clients to their Case Managers in tax preparation and resolution departments as they progress through the customer journey
- Coordinate with Tax Preparation Administrators to ensure clients have been successfully onboarded
- Identify opportunities to improve the onboarding process and suggest solutions to management in order to increase efficiency and effectiveness.
- Collaborate with team to develop, use and maintain communication templates to contact clients regarding their tax filing information
- Correspond and document communication attempts with unresponsive clients
- Update CRM with proper notes and change case status according to company protocol and procedures
- Perform other essential job functions as required or assigned
Qualifications And Skills:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
- Excellent written and verbal communication skills
- Experience delivering best-in-class customer service
- Ability to work independently and as part of a team
- Self-motivated and able to take initiative
- Comfortable in a client-facing role
- Ability to maintain energy, enthusiasm and commitment while completing daily tasks and maintaining minimum talk-time
- Ability to interact effectively and professionally with employees at all levels in the organization
- Proficient in Microsoft Office Suites, Excel, Google Gmail, Calendly and internal communication software
Tax Professional
Summary
The purpose of the Tax Professional position is to act as a liaison between our Clients, IRS, and/or State Tax Agencies. Represent clients in legal proceedings, draw up legal documents and advise clients on legal transactions.
Job Duties And Responsibilities:
- Negotiate past due tax liabilities with the IRS and State Tax agencies
- Manage client files and obtain documents relevant to Taxpayer resolution strategies
- Release taxpayers from aggressive IRS and State collection actions including wage garnishments and bank levies
- Contact and assist taxpayers assigned to Revenue officers; and conduct negotiations to prevent additional enforcement by Revenue Officers
- Manage assigned client pipeline and correspondence with IRS/State authorities
- Prepare detailed financial statements, including but not limited 433-A, 656, 433-B, Form 9465, etc.
- Provide instructions and guidance to case managers with respect to client files
- Preparation and execute Offer in Compromise application, Installment Agreements, Currently Non-Collectible hardship applications, obtain penalty Abatements, and collection holds
- Prioritize caseloads and complete additional tasks and duties as needed
- Appeal program rejections if applicable.
- Performs other related duties as assigned by management
Qualifications And Skills:
- Must be an Enrolled Agent, CPA, or licensed Attorney (any state)
- 3 or more years of recent experience resolving federal tax issues for clients by negotiating with the IRS. (This includes but is not limited to levy/garnishment release, offer in compromise, and installment agreements.)
- Strong analytical and mathematical skills
- Working knowledge of federal and state tax law(s) or strong research skills
- Working knowledge of Circular 230
- Audit experience a plus (IRS and state tax authorities)
- Bilingual is a plus