Intake Specialist - Tax Resolution

Job Description

Job Description

We are seeking a motivated and detail-oriented Intake Specialist to join our Tax Resolution team. This role is responsible for being the first point of contact for potential clients seeking help with IRS or state tax issues. The Intake Specialist will gather important client information, identify tax concerns, explain the next steps in the resolution process, and help determine whether the client is a good fit for our services.

The ideal candidate is professional, organized, compassionate, and comfortable speaking with individuals who may be experiencing financial stress. Strong communication skills, follow-up habits, and attention to detail are essential for success in this role.

Key Responsibilities

• Answer inbound calls and make outbound calls to prospective clients regarding tax resolution services
• Conduct initial intake interviews to gather personal, financial, and tax-related information
• Identify client concerns, including IRS notices, wage garnishments, bank levies, tax liens, unfiled returns, audits, or outstanding tax balances
• Accurately document client information, tax issues, call notes, and follow-up tasks in the company CRM
• Explain the general intake process and set clear expectations for next steps
• Schedule consultations or transfer qualified leads to the appropriate tax professional or sales representative
• Follow up with prospective clients by phone, text, or email as needed
• Request and collect basic documents needed for review, such as IRS notices, tax transcripts, income information, or prior-year tax returns
• Maintain professionalism, confidentiality, and empathy when handling sensitive financial information
• Meet daily and weekly performance expectations, including call volume, activity levels, follow-ups, and completed intakes
• Communicate effectively with team members, managers, and tax professionals regarding client status and important commitments
• Ensure all client records are accurate, complete, and updated in a timely manner
  

Qualifications

• Previous experience in customer service, intake, call center, sales support, tax resolution, financial services, or a related field preferred
• Strong verbal and written communication skills
• Comfortable making outbound calls and speaking with clients over the phone
• Ability to handle sensitive financial situations with empathy and professionalism
• Excellent organization and follow-up skills
• Ability to multitask and work in a fast-paced environment
• Basic computer skills and experience using CRM systems, phone systems, email, and document management tools
• High attention to detail and accuracy
• Bilingual English/Spanish is a plus but not required
  

Preferred Skills

• Familiarity with IRS or state tax collection issues
• Experience working with tax resolution firms, law firms, accounting firms, or financial service companies
• Ability to identify urgency and prioritize client follow-up
• Strong problem-solving skills
• Dependable attendance and consistent communication with management and team members
  

Schedule

Full-time position. Schedule may vary based on business needs.

Equal Opportunity Statement

We are an equal opportunity employer and consider all qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, or any other protected status under applicable law.