Senior Case Manager

About the Job

About the Role:

FreshTax is growing rapidly and we are looking for experienced Senior Case Managers to join our expanding team.

In this role, you will manage active client files and serve as the primary point of contact throughout the tax resolution process. You will work closely with tax professionals, internal departments, and clients to ensure cases move forward efficiently and clients stay informed every step of the way.

Senior Case Managers play a key role in delivering a strong client experience while helping individuals resolve their IRS tax matters.

This is a 100% in-office position at our headquarters in Santa Ana, CA.

Compensation:

• $20.00 - $30.00 per hour (based on experience)
• Performance bonuses available

What You'll Do:

Case Management:

• Manage a high-volume caseload using internal CRM systems
• Collect and organize client documents and IRS forms
• Ensure files are complete before submission to tax professionals

Client Communication:

• Serve as the primary contact for clients throughout their case
• Provide regular updates on case progress and next steps
• Assist clients with completing required IRS forms and documentation
• Maintain consistent follow-ups with clients to keep cases moving forward

Case Progression:

• Maintain detailed notes and updates within the CRM
• Coordinate with tax professionals and internal departments
• Monitor case progress and ensure deadlines are met
• Work toward monthly case resolution targets

What You'll Need:

• Full-time availability (Monday - Friday, 8:00 AM - 5:00 PM)
• 1+ year of experience in administration, customer service, financial services, or tax resolution
• Strong written and verbal communication skills
• Excellent organization and time management skills
• Experience using CRM systems and learning new software
• Ability to manage multiple cases in a fast-paced environment
• Client-focused mindset and strong problem-solving skills
• Spanish speaking is a plus

What We Offer:

• Paid training and onboarding
• Performance-based bonuses
• Advancement opportunities
• Referral bonus program

Perks:

• 401(k) with company match
• Paid sick time and holiday pay
• Catered lunches every Friday
• Wellness days
• Team outings and office events

About FreshTax:

FreshTax is a growing tax relief company focused on helping individuals resolve IRS tax issues and move forward with confidence. Our culture emphasizes teamwork, growth, and providing excellent service to our clients.

Equal Opportunity Employer:

FreshTax is an equal opportunity employer committed to creating an inclusive workplace for all employees.