Customer Service Lead jobs in Eugene, OR

Description

Metropolitan Family Service

Position Description

Position Title:        Lead Tax & Financial Services Coordinator (Coordinator Level II)

Dept/Program:      Economic Empowerment – MFS CASH Oregon

Location:                MFS Partner office in Eugene, Oregon and temporarily remotely        

Status:                    Exempt

Reports to:            Tax and Financial Services Manager        FTE:  1.0 (40 hours/week)

Created:                 October 2023                                           Job Number: LPCE1004                  

General Description:

Metropolitan Family Service position descriptions are guidelines. They are not intended to identify every task that an employee will be asked to complete. They are intended as a general outline of the essential work responsibilities and qualifications of the position. 

Agency Culture:

• We use creative and proactive problem solving to build and sustain dynamic community-based programs and quality services.
• We believe in the potential of families and individuals at all life stages and focus on prevention, wellness, and independence.
• We build strong relationships by collaborating with our funders, partners, and highly trained volunteers, always striving for an extensive commitment to diversity

CORE VALUES

Equity & Social Justice

• Values working in a multicultural, diverse environment
• Values and supports inclusion and program access for clients
• Supports agency goals for reducing disparity in outcomes for communities of color
• Adopts anti-racism approaches to services by understanding and acknowledging systemic and individual racism and privilege

Collaboration and Teamwork

• Ability to collaborate and communicate effectively with a broad range of individuals and groups within all program areas of MFS as well as other agencies
• Values the inclusion of multiple voices, including clients/service users, in the design and implementation of programs and services.

General Function: 

Under the general supervision of the Tax & Financial Services Manager, the Lead Tax and Financial Services Coordinator will be responsible for implementing and delivering direct tax and financial services for the MFS Cash Oregon Eugene volunteer tax preparation site. The Lead Tax and Financial Services Coordinator will setup and lead the site to prepare tax returns for the qualified clientele, including preparing and providing quality review for tax returns, ensure site meets IRS requirements administratively, assist in embedding MFS Economic Empowerment initiatives at the volunteer tax site, assist ITIN households as a Certified Acceptance Agent, and overall ensure robust and accurate tax services are provided to low and moderate income families, especially those belonging to immigrant, refugee, and limited English-proficient households.  This position will be responsible for overseeing the development of a tax supersite in Eugene Oregon with the goal of creating a year-round in person tax services location. Initially the position will work remotely and in person at a partner organization's location at 855 Seneca Road, Eugene Oregon until a permanent location is established. Once the tax services site is fully established, this position will work primarily in person at the site.

Essential Duties and Responsibilities:

• Supervise tax sites team as site grows and develops including Tax and Financial Services Coordinator, Client Facilitators, and Client Interpreters
• Organize and facilitate hiring process in conjunction with MFS HR as tax site grows and develops for tax site staff including temporary Client Facilitators, Interpreters, and the Tax and Financial Services Coordinator positions as well as develop and supervise a volunteer team
• Coordinate and communicate needs for the Eugene MFS Cash Oregon site including supplies and equipment
• Support MFS CASH Oregon cross programming with other MFS programs and departments
• Act as primary site coordinator and provide guidance and mentorship to the Tax and Financial Services Coordinator I who provides a secondary lead role
• Coordinate communications and operations of the MFS Eugene tax site with MFS team
• Prepare and quality review tax returns at the Eugene MFS Cash Oregon Tax site year round
• Facilitate ITIN services as a Certified Acceptance Agent
• Implement financial services activities at the tax sites such as disbursal of prepaid debit cards, encouraging savings programs, and beyond
• Serve on Operations Committee and prepare materials, facilities and equipment for the MFS Eugene tax site and all volunteer tax sites
• Coordinate and manage collection of client stories and program improvement efforts
• Investigate and analyze potential new program sites in the Eugene/Springfield area
• All positions should be expected to staff and support other tax sites when needed
• Other duties as assigned

Qualifications

Knowledge, Skills and Abilities Required:

• Experience leading a team in high stress direct service environments that requires flexibility and strong customer service skills
• Ability to effectively and proactively problem-solve and resolve conflict
• Experience with tax preparation, as a Licensed Tax Consultant or experience as an IRS-certified volunteer tax preparer preferred
• Demonstrated understanding of the federal and Oregon tax codes and how they affect lower income populations
• Experience working with nonprofits and or related industries
• Clear understanding of income and wealth gaps (by economics, race, & gender), under- resourced communities & inequity
• Experience with providing instruction to volunteers and/or training of volunteers
• Experience working collaboratively between teams within an organization and/or between external organizations
• Ability to work independently and to be collaborative across all agency program areas
• Experience with trauma-informed approaches to service provision
• Ability to maintain professional boundaries
• Ability to recognize and manage critical incidents within program and mandatory reporting regulations and responsibilities
• Familiarity with using data to monitor and drive performance goals for programs and/or staff
• Ability to effectively manage and disseminate confidential and sensitive information
• Possesses strong verbal and written communication skills
• Demonstrated competency with a variety of technology including Google Suite and Microsoft Office Suite
• Ability to manage multiple projects simultaneously

Education and Experience Requirements:

• Minimum of a BA/BS in public service or human services or equivalent related experience
• Experience supervising staff and or volunteers
• Experience with database input and quality assurance
• Experience with tax preparation, as a Licensed Tax Consultant or experience as an IRS-certified volunteer tax preparer is very beneficial
• Fluency and ability to communicate effectively in languages in addition to English is strongly preferred

Other Requirements:

Personal transportation allowing for travel within the Eugene Metropolitan area in a tim[1] ely manner.  If driving a personal vehicle must maintain a valid driver license for the state of residency, personal auto liability insurance coverage and a driving record permitting coverage under the agency auto liability policy.

MFS requires all employees and volunteers to complete a criminal background check.  We review the results of all background checks individually and consider all of the circumstances of any issues that arise in a background check during the hiring process.

Work Environment:

Work is performed in an office environment, at community events, and/or at other locations as deemed necessary.

May require occasional early morning, weekend or evening work.  Position requires ability to sit for extended periods as well as stand occasionally.  Position requires use of computer, telephone, copier and may require accessing locations by use of stairs.

Metropolitan Family Service is committed to building a diverse workforce to broaden and deepen our work in the communities we serve. We strongly urge candidates from communities of color, disability, LGBTQIA2S , linguistically diverse populations, older adults and military veterans to consider application to our positions. MFS is an Equal Opportunity Employer.