Servicing Lead

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:

The 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.

WHAT YOU’LL DO:

• 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 Performance 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 

WHAT YOU’LL NEED TO HAVE:

• 2 years of experience in a lead or supervisory role
• 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 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

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, and Vision Insurance after 60 days 
• Paid Time Off (Vacation, Sick, Holidays) 
• Wellness Days 
• 401(k) retirement plan 
• Professional Development Program 
• Access to on-site gym and gaming lounge 
• Quarterly company outings 
• Catered meals every Friday 

SALARY: $67,000 - $75,000

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 : $67,000 - $75,000