Tax Client Account Manager

Role Title: Tax Client Account Manager

Reports To: Tax Firm Manager

FLSA Category: Non-Exempt

PRIMARY OBJECTIVE OF THE ROLE

The Tax Client Account Manager will correspond with tax clients daily, help with tax client retention, and assist in entity setup and creation. The goal is to provide any and all assistance that tax clients may need at any given moment during business hours. The Tax Client Account Manager will perform onboarding calls, customer service calls, scheduling calls with all tax clients, and yearly tax service renewals. The Tax Client Account Manager will play a key role in developing rapport with clients to help increase retention year after year. Strong soft skills such as communication, active listening, and being organized are critical to delivering high-quality service, as the Tax Client Account Manager is key to day-to-day client contact.

Job Essentials

The successful candidate must have a strong desire and capacity to learn! Candidates must possess knowledge and/or experience in as many of the following areas as possible.

• Strong people skills.
• Good phone etiquette.
• Ability to multitask.
• Ability to follow directions with minimal supervision and use discretion to solve problems.
• Demonstrated ability to work as part of a team as well as individually.
• Flexible and able to adapt to change.
• Ability to achieve organizational performance standards such as Average Handle Time, Schedule Adherence and Quality Assurance.
• Ability to work with sensitive and confidential information.
• Strong organizational skills and the ability to meet deadlines.
• 1 years customer service experience.
• 1 years tax preparation experience (not required, but beneficial).
• 1 years entity preparation/creation experience (not required but preferred).
• Communicating effectively with the Tax Firm Manager.
• Learning different and new internal business line programs as needed.
• Ability to remain stationary for long periods, generally in the same area.
• Ability to communicate via phone, email, IM with professionalism.
• Technologies in use:
  1. Thomson Reuters Ultra Tax CS and Drake Tax software suite (not required, but experience is beneficial)
  2. Use of standard technologies including Microsoft Office suite, email, internet services, and standard telephone processes.

Duties and Responsibilities

• Perform scheduling calls.
• Perform onboarding calls with all new tax clients.
• Entity creation and fulfillment.
• Calling tax clients to complete the onboarding process and answer startup questions.
• Setup new tax client accounts and distribute access to tax services.
• Outbound calls to all tax clients at least once per month.
• Notify clients of tax filing deadlines via phone and email.
• Update all client’s info in tax software/database and order database.
• Gather and organize client tax documents submitted via Onvio Client Center, physical documents mailed to office, or via fax.
• Manage tax workflow and notifications to tax clients.
• Facilitate final tax return signatures as needed or to assist CPAs/tax preparers.
• Update billing and mailing information for tax clients via order databases.
• Renew tax client services once per year.

EDUCATION/EXPERIENCE REQUIRED

High School Diploma is required.

College Diploma/education is required or equal experience.

Previous tax preparation experience is not required but preferred.

Thomson Reuters Ultra Tax CS experience is not required but preferred.

Drake Tax Software experience is not required but preferred.

JOB SPECIFICS

• Full time
• 40 hours per week
• Non-exempt (hourly)