Position Overview
The Client Success & Tax Case Coordinator serves as the primary point of contact for clients while supporting tax resolution and case management activities. This role ensures timely communication, accurate document collection, efficient case progression, and strong coordination between clients and internal teams.
Responsibilities:
- Serve as the primary contact for assigned clients.
- Conduct outbound calls, emails, and SMS follow-ups regarding missing documents, engagement letters, tax organizers, and IRS-related requirements.
- Respond to client inquiries within 24 hours.
- Provide proactive updates throughout the client engagement process.
- Deliver a high-quality client experience and build strong client relationships.
- Document all client interactions accurately in the CRM system.
- Support tax resolution workflows and case administration.
- Assist with IRS transcript retrieval and review.
- Prepare supporting documentation for Forms 433-A, 433-D, CDP, TAS, and related tax resolution forms.
- Track submissions sent through fax, mail, and online portals.
- Monitor IRS deadlines and ensure cases progress on schedule.
- Coordinate communication among clients, CPAs, Enrolled Agents, and case managers.
- Maintain compliance by ensuring IRS communications are handled by licensed professionals when required.
- Create, manage, and track case tasks and deadlines.
- Maintain accurate records in CRM and workflow management systems.
- Monitor open cases, outstanding documentation, filing deadlines, and case status updates.
- Route cases to the appropriate tax preparation or resolution teams.
- Identify and resolve workflow bottlenecks before they impact service delivery.
- Collect and organize client financial documents.
- Ensure documents are properly named, categorized, and stored.
- Prepare documentation packages for CPA review.
- Manage engagement letters and signed tax return documentation.
- Maintain complete and organized client files.
- Collaborate closely with tax preparers, case managers, and client service teams.
- Provide cross-functional support during peak workload periods.
- Participate in process improvement and workflow standardization initiatives.
- Assist with operational reporting and performance tracking.
Qualifications:
- Bachelor's degree in Accounting, Finance, Business Administration, or a related field.
- 1–3 years of experience in accounting, bookkeeping, tax support, client service operations, or BPO/offshore CPA firm environments.
- Familiarity with U.S. tax workflows and tax resolution processes preferred.
- Understanding of IRS documentation and case management procedures.
- Experience using CRM, workflow management, and case tracking systems.
- Strong Microsoft Excel and document management skills.
- Ability to manage multiple cases simultaneously while maintaining accuracy.
- Excellent written and verbal English communication skills.
- Strong client-facing presence with the ability to build trust and rapport.
- Professional communication skills across phone, email, and virtual channels.
- Commitment to delivering exceptional client service.
- Strong attention to detail and organizational skills.
- Ability to prioritize competing deadlines and manage multiple workflows.
- Proactive problem-solving and follow-through.
- High level of accountability and ownership.
- Ability to work independently and collaborate effectively with cross-functional teams.
- Experience supporting U.S.-based CPA firms, tax resolution firms, or accounting practices.
- Exposure to IRS transcripts, tax forms, and compliance workflows.
- Knowledge of tax resolution processes and case management systems.
- Experience in client success, client coordination, or case management roles.
