Resolution Specialist

Description

INTRO TO TAXRISE: 

At TaxRise, our mission is simple yet impactful: to revolutionize the way taxpayers navigate their tax challenges. We believe in the power of lifting others up, and that's the driving force behind everything we do. 

When you join us, you're not just becoming part of a company; you're joining a movement. We're a team that thrives on celebrating successes and making a genuine impact on people's lives. We're proud to be the fastest-growing company in our industry, and we're on the lookout for exceptional individuals to help us continue our journey of transformation.

If you're ready to bring your unique talents and innovative spirit to a company where your work truly matters, TaxRise is the place to be. Join us and be part of a team that’s reshaping the future of tax resolution. 

ABOUT THE ROLE:
 

As a Resolution Specialist, you'll play a pivotal role in our clients' tax resolution journey. Your main responsibility will involve conducting final "close-out" calls, during which you'll comprehensively explain the negotiated resolution program with the IRS. Your primary objective will be to ensure that clients have a clear understanding of the terms, stipulations, and payment arrangements pertaining to their finalized resolution.

WHAT YOU’LL DO:

• Conduct "close-out" calls with clients to explain the final resolution program negotiated on their behalf with the IRS and state agencies.
• Clearly communicate the terms, stipulations, and payment information, including monthly payment amounts and dates for installment agreements. Provide excellent customer service by addressing any questions or concerns the clients may have regarding their resolution program. Demonstrate empathy and understanding while assisting clients in navigating the complexities of their tax resolution process. Provide guidance and educational support to our clients during the close-out call to help ensure they do not find themselves in the same situation in the future. 
• Prepare and send follow-up emails and letters containing pertinent details about the finalized resolution program. Collaborate with other team members to ensure a seamless transition from negotiation to the close-out phase for each client. Become an expert in CRM to thoroughly review cases, and recent activity, and properly enter notes adhering to company standards.
• Partner with other departments to ensure the client is placed on the best resolution possible and properly navigate the case internally if the client's financial situation has significantly changed.
• Consistent time and attendance is crucial not only for operational efficiency and team collaboration, but also to meet the high standards of client needs as this is a client facing role. 
• Serve as a dedicated advocate for clients, ensuring their needs and concerns are effectively communicated to facilitate resolution and support.
• Actively participate in continuous improvement initiatives aimed at enhancing the efficiency and effectiveness of the close-out process, contributing ideas and feedback for process enhancements.
• Solicit feedback from clients regarding their close-out experience, actively listening to their input and suggestions for improvement, and incorporating this feedback into process enhancements.
• Collaborate with cross-functional teams to address complex client cases and resolve any outstanding issues or concerns in a timely and efficient manner.
• We expect all employees to maintain professional and respectful interactions, conduct, and behavior in the workplace and during company functions, in accordance with TaxRise standards. 

WHAT YOU’LL NEED TO HAVE:

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. 

• Prior experience in customer service or client-facing roles.
• Strong communication skills with the ability to explain complex concepts in a clear and concise manner.
• Proficiency in de-escalation techniques to effectively manage challenging client interactions.
• Detail-oriented with excellent organizational skills.
• Ability to empathize with clients and provide support during sensitive conversations.
• Proficiency in Microsoft Office Suite.
• High school diploma or general education degree (GED); or two years related experience and/or equivalent combination of education and experience.

We understand potential comes in many forms. Even if you don’t check every box, we still encourage you to apply; we consider all qualified candidates. 

WHAT WE OFFER:

• Medical, Dental, Vision and other auxiliary benefits after 60 days
• 401(k) retirement
• Professional Development Program
• Catered meals every Friday
• Quarterly company outings 
• Fun, energetic and inclusive culture
• On-site gym 
• Access to game room 

PAY RANGE: $20.00 - $22.00 per hour plus commission

The above-range represents TaxRise’s current good-faith pay scale for this role. TaxRise reserves the right to modify or update this range at any time.
 

At TaxRise, we’re proud to be an equal opportunity employer. We realize the key to creating a company with world-class culture and employee experience comes from who we hire and creating a workplace that celebrates everyone. 

We provide equal employment opportunities (EEO) to all without regard to race, color, religion (including religious dress and grooming practices), sex (including pregnancy, childbirth and related medical conditions, breastfeeding, and conditions related to breastfeeding), gender, gender identity, gender expression, national origin, ancestry, age (40 or over), physical or medical disability, medical condition, marital status, registered domestic partner status, sexual orientation, genetic information, military and/or veteran status, or any other basis prohibited by applicable state or federal law.

TaxRise is also committed to ensuring equal opportunity in employment for qualified persons with disabilities. If you require any reasonable accommodation throughout the recruiting process, please let your recruiter know.

Salary : $20 - $22