Tax Notice Resolution Specialist Lead

OneSource Virtual (OSV) has worked exclusively with Workday customers since 2008 to deliver compliant, in-tenant technology and expert services to automate the administrative, transactional tasks of payroll, taxes, earned wage access, accounts payable, and benefits. With over 1,500 customers, 92% retention, and $225+ billion in treasury movement annually, OSV helps organizations maximize their Workday investment and operate it with confidence. Payroll, benefits, and finance solutions — all in one place.

Summary

The Tax Notice Resolution Specialist Lead serves as a key technical and operational resource for the Tax Notice Resolution team. In addition to providing guidance on complex agency notices, supporting escalations, and acting as a subject-matter expert, this role maintains direct ownership of assigned agency notice cases, including high-profile customers, complex jurisdictions, and elevated-risk matters. The Lead functions as both a working specialist and a technical resource, helping drive consistent, accurate, and timely resolution of agency-related issues across the organization.

Essential Job Functions:

• Serve as the primary technical backup for the Supervisors when unavailable, supporting daily operations, team priorities, workload coordination, and performance monitoring.
• Provide subject matter expertise by guiding specialists through complex federal, state, and local agency notices, answering technical questions, and supporting high-touch, high-risk, or escalated customer matters.
• Support queue management by assigning cases, balancing workloads, monitoring service-level deadlines, and reviewing aged, reopened, reassigned, or escalated cases to promote timely resolution.
• Maintain an active caseload and personally manage assigned agency notice cases, including complex, high-risk, high-profile customer accounts, escalated matters, and challenging federal, state, and local jurisdiction issues. Serve as a technical resource and subject-matter expert for the broader Tax Operations organization by providing guidance, coaching, research assistance, and resolution strategies while balancing individual case ownership with team support responsibilities.
• Review agency notices and related account activity to determine the issue, required response, responsible party, potential financial exposure, and appropriate resolution path.
• Research payroll tax filings, payments, registrations, account numbers, tax rates, employee and employer data, correspondence history, and agency records to identify root cause and validate corrective action.
• Coordinate responses and follow-up with federal, state, and local tax agencies, customers, internal partners, and third-party providers; maintain clear records of contacts, commitments, supporting documentation, and next steps.
• Support resolution activities such as filing corrections, payment research, penalty and interest review, abatement requests, account reconciliation, registration or account updates, and referrals to the appropriate internal team when action falls outside Tax Notice Resolution ownership.
• Assist with quality assurance by reviewing case documentation, response accuracy, follow-up cadence, customer communication, and closure evidence; coach specialists on opportunities for first-touch resolution and prevention of repeated notices.
• Identify trends, recurring agency issues, upstream process gaps, and training needs; report findings to leadership and contribute to process improvements, knowledge articles, job aids, and enhancement requests.
• Deliver professional, timely, and accurate updates to internal and external customers, clearly explaining notice status, risk, ownership, actions taken, outstanding requirements, and expected next steps.
• Meet established quality, productivity, service-level, and compliance expectations while contributing to a collaborative, accountable, and high-performing team aligned with OSV’s service standards.

Competencies:

• Self-motivated and proactive, with the ability to take initiative, lead daily work, and drive complex cases toward resolution independently.
• Strong analytical, investigative, and problem-solving skills with a data-driven mindset and exceptional attention to detail.
• Skilled in root cause analysis and able to evaluate incomplete or conflicting information, assess risk, and determine an appropriate course of action.
• Proven ability to manage competing priorities, agency deadlines, escalations, projects, and follow-up commitments in a fast-paced environment.
• Strong understanding of federal, state, and local payroll tax requirements, including withholding, unemployment insurance, filing, payment, registration, penalty, interest, and account maintenance concepts.
• Ability to interpret agency notices, account transcripts, filing and payment records, payroll data, and supporting documentation.
• Knowledge of case management, quality assurance, documentation, escalation, and service-level best practices.
• Excellent verbal and written communication skills, including the ability to explain complex tax issues clearly and professionally to customers, agencies, and internal partners.
• Professional, dependable, and able to exercise sound judgment and maintain confidentiality when handling sensitive customer, employee, and tax information.
• Strong organizational and time-management skills with consistent prioritization, documentation, follow-through, and ownership.
• Collaborative and team-oriented, with the ability to coach peers, provide constructive guidance, and build effective cross-functional relationships.
• Proficient in Microsoft Office Suite; advanced Excel skills and experience using case management, payroll, tax, and reporting systems are preferred.

Supervisory Responsibility:

• None

Qualifications:

• Associate's degree or equivalent combination of education and relevant experience.
• 2+ years of payroll tax experience, including experience researching or resolving federal, state, or local tax agency notices.
• Payroll tax outsourcing or third-party service provider experience preferred.
• Working knowledge of payroll and payroll tax functions, including tax filings, payments, registrations, account reconciliation, and amendment processes.
• Experience communicating with tax agencies and interpreting agency correspondence, account records, and resolution requirements.
• Experience using case management systems and ERP or payroll platforms such as Workday, PeopleSoft, or similar systems preferred.
• Demonstrated experience providing peer guidance, training, quality support, or informal leadership preferred.

#LI-REMOTE

You are encouraged to learn and share ideas when you join the OneSource Virtual team. We reward innovative thinking, fresh perspectives, creative collaboration, and hard work. As an organization experiencing routine strategic growth, we are always on the lookout for intelligent, talented, and forward-thinking professionals to join our team. OSV employees enjoy a values-based culture, upward mobility, and professional development with opportunities of all kinds.