Call Center Case Manager

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Come join Optima's award-winning Case Management team and make a difference in helping them find a resolution for their tax issues!

Training is 5 days/week in the Santa Ana office for 60 days. After successful completion of training, you may transfer to a hybrid role of 3 days/week at home and 2 days/week in the office.

ABOUT OPTIMA:

Optima Tax Relief is the industry leader in helping Americans nationwide deal with the aggressive collection policies of the State/IRS tax agencies. Our tax professionals have resolved tax issues for thousands of clients as Optima has the experience to resolve almost any IRS problem.

In addition to helping our clients, Optima takes pride in our fun, inviting, developmental, and inclusive culture! We hold many events for our employees and their families throughout the year to include things such as volunteering opportunities, picnics, cultural celebrations, and much more! Come join our award-winning culture today!

• International BBB Torch Award for Ethics 2025 winner
• BBB Torch Award for Ethics 2017 and 2021 winner
• Inc. 5000 - 7x Honoree for excellence
• Orange County Register Top Workplace winner 8 times
• Gold Stevie Awards winner 6 times for customer service
• Civic 50 - 6x Honoree for our charitable fundraising and volunteering initiatives
• Comparably winner of 8 awards for Diversity, Company Culture, Work-Life Balance, Career Growth, best HR Teams, and best CEO

POSITION SUMMARY As a Case Manager for Optima Tax Relief, LLC ("Optima") in Santa Ana, California, this role reports to the Senior Director, Resolution-Lead Attorney. This role serves as direct contact and guide to Optima clients during the Resolution Phase of their case. They help educate the client on possible courses of action for their case based on their circumstances. To do so, Case Managers will work with various departments at Optima to help resolve clients' concerns. The team is comprised of the following groups: Automated Collection System (ACS) and Specialty (Audit, Offer-in-Compromise (OIC), and Revenue Officers (RO). The ACS team is responsible for getting the client out of or preventing collection activity. Similarly, cases assigned to IRS RO are assigned to a specialized team due to the severity of the clients tax issues. The OIC team investigates whether Optima clients qualify for tax settlement under the IRS Offer-in-Compromise plan after the initial resolution is determined. Finally, the Audit team represents clients for both IRS open audits and audit reconsiderations. Managers must champion Optimas culture and Core Values and help lead the department to deliver the best customer experience.

ESSENTIAL DUTIES & RESPONSIBILITIES The essential functions include, but are not limited to the following:

• Serve as the main point of contact for the client once they are with a resolution service (ACS, RO, Audit, and OIC).
• Educate the client on key and relevant tax issues/concept as it pertains to the client's facts and circumstances.
• Go over the financial analysis prepared by the tax professional which includes the client's income, expenses, and assets.
• Assist in screening, verifying, and gathering required documentations for the applicable service.
• Collaborate internally to service the client.
• Draft detailed summary of client communications in Optima's CRM.
• Maintain consistent workflow and high level of customer service.
• Perform other tasks as assigned by direct manager.
• Actively participate in Optima culture events and activities.
• Other duties as assigned.

In order to be provided the essential training required to be successful in this role, it is mandatory that you are present for and complete all essential/initial training onsite for up to 5 business days (unless prior management approval is provided). Please note that additional onsite training may be required depending on business need.

Qualifications

EDUCATION AND EXPERIENCE REQUIREMENTS

• High school diploma or equivalent education required
• 2 plus years relevant experience

KNOWLEDGE, SKILLS,& ABILITIES

• Excellent organizational, time-management, written, and communication skills.
• Self-starter, industrious, and motivated.
• Strong listening skills with the ability to understand and influence people.
• Team player.
• Proficient and comfortable with office equipment (Computer skills Microsoft Office, Outlook).
• Strong work ethic and commitment to excellence.

BENEFITS:

• $16 - $20/hour base plus commissions. Average monthly commissions for meeting performance expectations range from $300 - $1,000/month.
• GROWTH OPPORTUNITIES - We hire from within whenever possible!
• An award-winning culture!
• Tuition reimbursement programs
• 401(k) with employer matching
• Health/dental/vision
• Flexible spending account (FSA)
• Employer paid life insurance
• Supplemental insurance (Short-term disability, long-term disability, critical illness, hospital indemnity, etc.)
• Employee Assistance Program
• Paid parental bonding
• Paid vacation and sick time
• Quarterly volunteer time off
• Employee referral bonus
• Etc.

Job Type: Full-time

Pay: $16.00 - $20.00 per hour

Expected hours: 40 per week

Experience level:

• 1 year
• 2 years

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person

Experience:

• Customer service: 2 years (Required)
• call center: 2 years (Preferred)

Ability to Commute:

• Santa Ana, CA 92704 (Required)

Work Location: In person