Operating Risk Amended Return Representative

Job Description

Job Description

We are looking for an Operating Risk Amended Return Representative to support payroll tax correction activities and deliver responsive service to clients and internal partners. This Long-term Contract position is based in Rochester, New York, and focuses on researching amended payroll filings, resolving tax-related questions, and guiding customers through billing and payment implications. The ideal candidate brings strong judgment, attention to detail, and the ability to communicate clearly while managing issues tied to federal, state, and local payroll tax returns.

Responsibilities:
• Research amended payroll tax matters and prepare corrected federal, state, and local filings with a high degree of accuracy and timeliness.
• Communicate with clients and internal stakeholders about balances due, refund situations, filing status, and any fees connected to amended return preparation.
• Investigate penalty notices and provide clear, well-supported responses to customers and field teams regarding tax adjustments and related issues.
• Evaluate each case to determine appropriate next steps, escalating sensitive billing exceptions or complex concerns to management when needed.
• Calculate and apply standardized billing charges tied to amended return work while supporting revenue objectives established by leadership.
• Identify underlying causes of recurring issues and share findings to support trend analysis, workflow improvements, and stronger operational efficiency.
• Build productive relationships with clients, tax agencies, and colleagues to maintain a high-quality service experience and support successful issue resolution.
• Stay current on payroll products, regulatory updates, policy revisions, and industry developments that affect amended tax return processing.
• Review documentation, systems, and team procedures regularly, recommending enhancements and helping train colleagues to improve accuracy and productivity.

• Experience in customer service, payroll, or a closely related environment preferred.

• Strong verbal and written communication skills with the ability to explain billing, payment, and filing matters clearly.

• Demonstrated ability to research issues, assess facts, and make sound decisions in a deadline-driven setting.

• Proficiency with Microsoft Office applications, including Word and Excel; familiarity with Access is preferred.

• Strong documentation skills and close attention to detail when reviewing records, revisions, and client-facing information.