Case Operations Specialist

Job Description

Job Description

Position Overview:

We are seeking an empathetic, detail-oriented, and highly organized Tax Resolution Specialist to join our growing firm. In this role, you will act as the primary liaison between our clients, our licensed tax professionals and tax authorities.

You will manage tax resolution cases from initial intake through final resolution—guiding clients through financial disclosures, coordinating document collection, analyzing transcripts, and ensuring strict compliance with procedural deadlines.

Key Responsibilities:

Case Management & Client Liaison:

• Serve as the main point of contact for an assigned caseload of individual and corporate tax resolution clients.
• Conduct comprehensive client onboarding interviews to assess financial profiles and clarify resolution goals.
• Maintain regular proactive communication with clients, providing status updates, clarifying expectations, and addressing concerns.

Financial Analysis & Document Gathering:

• Collect, review, and analyze client financial records.
• Assist clients in completing IRS Collection Information Statements accurately and thoroughly.
• Identify potential hurdles or missing information that could impact settlement options.

Operational & Administrative Excellence:

• Manage case milestones and strict regulatory deadlines within the firm's CRM/case management software.
• Draft professional correspondence, cover letters, and tax resolution packets for client signature and IRS submission.
• Coordinate with tax preparers to ensure unfiled tax returns are completed to maintain client compliance.

Qualifications & Requirements:

• Experience: 2+ years of experience of Customer Service experience.
• Software Skills: Proficiency with CRM systems.

Key Competencies & Soft Skills:

• Empathy & Customer Service: Ability to communicate calmly and compassionately with clients experiencing high financial stress.
• Attention to Detail: Meticulous approach to verifying information.
• Organizational Skills: Proven capability to prioritize a high-volume caseload while meeting deadlines.
• Verbal & Written Communication: Clear, professional tone across emails, phone calls, and formal letters.
• Must be bilingual English / Spanish.

Compensation & Benefits:

• Opportunities for advancement.
• Paid sick time.
• Paid Training.
• Bonuses based on Case Completion.
• Lunch provided on Monday's.

Schedule:

• 8-hour shift.
• Monday to Friday.