Tax Associate

Overview

This is a highly customer-facing, virtual role supporting customers as they prepare their taxes using the organization’s TurboTax products. Responsibilities include providing expert guidance, preparing or supporting tax return completion, and explaining tax and technical concepts in clear, everyday language.

Responsibilities

• Serve as a virtual customer support professional using video communications software (Smartlook).
• Help customers who are working on their tax returns or have delegated their tax returns with:
  • Tax advice
  • Full Service return preparation and signature
  • Product/software inquiries
  • Tax calculations
• Create high-quality customer interactions that build confidence through customer empathy and extensive tax preparation expertise.
• Use government websites, professional resources, and team expertise to research and provide the right answers in everyday language.
• Apply defined practices, procedures, and company policies to troubleshoot and resolve customer tax advice and preparation inquiries.
• Document customer interactions.
• Work continuously toward meeting KPI metrics and “Big Bet Goals.”
• Participate in pilot testing, projects, and experience validations as needed.
• Complete all required training and development determined by the business, including (but not limited to) compliance training, proficiency-based upskilling, cross-training on other products or offerings, and professional development. Training requirements may change based on business needs.

Requirements

• 2 or more years of recent experience preparing federal and state individual 1040 tax returns for at least 30 clients/customers per season for compensation, using commercial tax preparation software.
• Must possess or be able to obtain any related State licenses, certificates, permits, or bonds.
• Must possess an active Preparer Tax Identification Number (PTIN).
• Working knowledge of Circular 230.
• Must be willing and available to work a minimum of 20 hours per week.
• Proficient with technology, including solid knowledge of computer operations and software.
• Strong customer service skills, including the ability to interact with customers through video and audio tools in a professional, friendly, and confident manner.
• Excellent verbal and written communication skills.
• Critical thinking, problem solving, research skills, and determination.
• Ability to work in a fast-paced environment with minimal supervision.
• Must have (or be willing to obtain) a dedicated hardwired internet connection that meets the organization’s security criteria.
• Bilingual (English/Spanish) communication skills (written & spoken) a plus.
• Must reside in the United States.

Compensation & Benefits

• Competitive compensation package with a pay-for-performance rewards approach.
• Expected base pay range (by location):
  • Bay Area California: $22.30 - $28.49
  • Southern California: $22.30 - $28.49
  • Colorado: $21.24 - $27.14
  • Hawaii: $22.30 - $28.49
  • Illinois: $21.24 - $27.14
  • Maine: $19.12 - $24.43
  • Maryland: $21.24 - $27.14
  • Massachusetts: $22.30 - $28.49
  • Minnesota: $19.12 - $24.43
  • New Jersey: $22.30 - $28.49
  • New York: $22.30 - $28.49
  • Ohio: $19.12 - $24.43
  • Vermont: $21.24 - $27.14
  • Virginia: $21.24 - $27.14
  • Washington: $22.30 - $28.49
  • Washington DC: $21.24 - $27.14
• This position will be eligible for a cash bonus, equity rewards, and benefits in accordance with applicable plans and programs.
• Pay offered is based on job-related knowledge, skills, experience, and work location.

Location

United States. Expected base pay varies by work location, including the Bay Area, Southern California, Colorado, Hawaii, Illinois, Maine, Maryland, Massachusetts, Minnesota, New Jersey, New York, Ohio, Vermont, Virginia, Washington, and Washington DC.