Call Center Customer Service Representative (Case Manager - Acs)

POSITION SUMMARY

As a Case Manager for Optima Tax Relief, LLC ("Optima") in its Santa Ana, California office, this role reports to the Senior Director, Resolution-Lead Attorney. This role serves as direct contact and guide to Optima members during the Resolution Phase of their case. They help educate the member 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 members' 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 member out of or preventing collection activity. Similarly, cases assigned to IRS RO are assigned to a specialized team due to the severity of the members tax issues. The OIC team investigates whether Optima members qualify for tax settlement under the IRS Offer-in-Compromise plan after the initial resolution is determined. Finally, the Audit team represents members 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 member once they are with a resolution service (ACS, RO, Audit, and OIC).
• Educate the member on key and relevant tax issues/concept as it pertains to the member's facts and circumstances.
• Go over the financial analysis prepared by the tax professional which includes the member's income, expenses, and assets.
• Assist in screening, verifying, and gathering required documentations for the applicable service.
• Collaborate internally to service the member.
• Draft detailed summary of member 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.